Interpretation skills

Accuracy with Numbers

Accuracy with Numbers

The types of information that often need to be verified include, but are not limited to, the dosage and frequency of medicines, credit card numbers, social security numbers, phone numbers, addresses, account balances, etc.

Preserve the Original Tone

Preserve the Original Tone

To ensure accuracy, the tone used when interpreting should reflect the original tone used in the source language.

On all calls, it is important to convey the utmost courtesy and patience to facilitate communication. You should use your best judgment so that your speech does not reflect impatient or angry tones from the client or LEP person to such an exact degree that courtesy is compromised.

Maintain Register

You should interpret into the target language maintaining the same register that was used in the source language.

When a linguistic equivalent is lacking, you should define the term as closely as possible.

Maintain Register

Demonstrate Knowledge in Industry Terminology

Demonstrate Knowledge of industry terminology

You must maintain the highest degree of accuracy at all times, especially when rendering industry-specific terminology.

Clients Request Regarding Wrtitten Materials

Clients Request Regarding Written Materials

If the client asks you to use a document previously provided to the interpreters by LLS, you should use it as a reference tool to familiarize yourself with its content. For some special clients, however, you will have to proceed to read the script as indicated by the Training Department, once the client instructs you to proceed with the script.

Voices Heard in Background

Voices Heard in Background

In situations where you can hear the LEP person addressing someone else in the background, you must alert the client and proceed to interpret what is being said, as applicable. Some specific situations where you are required to interpret background voices, pursuant to the law, are:

- In the case of a threat of bodily injury or death

- In the case of child or elder abuse

In other situations of lesser gravity, you should say, "Excuse me, this is the interpreter

speaking, there is another person providing the answers for your client in the background,

Mr. Lawson." Then wait for further instructions from the client about how to proceed.

Abbreviations and Acronyms

Abbreviations and Acronyms

If posible, you should use an equivalent abbreviation or acronym in the target language. If you are not familiar with an abbreviation or acronym in the target language, or if an exact equivalent dos not exist, you have two options: you can interpret the words that the letters stand for in the source language, or request a clarification from the client if you do not understand what the abbreviation stands for.

Proper Names

Proper names, such as company names, brand names, etc., should not be interpreted into the target language unless they are commonly accepted equivalents. This also applies to street names, and directions included in a street name, such as north, east, etc.

Proper Names

Offensive Language

When offensive language is used by the LEP person, you must communicate this to the

client. For customer service types of calls, it is appropriate to alert the client and seek his or her lead as to whether or not the offensive remarks should be interpreted. This is true even if the LEP person specifically requests that you not interpret what was stated.

Offensive Language

Request Clarification Appropiately and When Nessecary

Request Clarification Appropiately and When Nessecary

Obtain Workable Segments from the Client and the LEP Person

Avoid Interpreting While Others Are Speaking

Provide a Timely Rendition

Requests From Clients for Interpreter to Take Over

Request From Client for Interpreter to Take Over in Emergency Situations

Tranferred by the Client

Interpret Automated Instructions

Requests from Client for Interpreter’s Opinion

Stating Only the Observable Facts

“I apologize, but as the interpreter, I can only interpret what is said.”

Abstain from Giving Personal Opinions

“Interpreter, is this person drunk?”

“I’m very sorry, but I’m unable to determine if the person is drunk; I can only tell you that their speech is slurred.”

Remain Neutral and Impartial throughout the Call

• Medical Assistance in Dying (Canada)
• Medical Aid in Dying (U.S.)
• pregnancy termination
• vaccinations
• matters concerning the LGBTQ+ community.

Remain Neutral and Impartial throughout the Call

• The interpreter shall remain detached and act as a professional conduit only

• Peer Support Program

Following clients Lead into third person

Interpreting statements directed to the interpreter in first person

Use first person interpretation at all times

When Client or LEP Person Takes the Initiative to Communicate In Language

Client or LEP Person Takes the Initiative to Communicate In Language

“Sir/Ma’am, this is the interpreter. I just wanted to let you know that I am standing by and ready to assist should there be a need.”

“Sir/Ma’am, this is the interpreter. Would you like me to stay on the line in case any clarification is needed?”

“Sir/Ma’am, excuse me, this is (interpreter’s name). It seems like Mrs. Armas can understand English. Would you like me to stay on the line as a back-up, or would you prefer that I disconnect?”

• Follow their lead
• If one party tells you that they understood, you should convey this to the other party
• Verify with the client if you need to remain on the line
• Alert the client if there is a misunderstanding and offer to interpret to clarify situation

When the interpreter’s services are no longer needed

“Mr. Cordon would you like the interpreter to disconnect, or would you prefer that the interpreter stay on as a back-up?”

When the interpreter’s services are no longer needed

It is unacceptable to quietly remain on the line without checking with the client as to whether you should stand by or disconnect.

Exercise good judgement to meet the requirements of the industry

Confidentiality

Maintain Confidentiality

• All information obtained by you in the course of your professional duties shall remain strictly confidential

• Notes taken during interpretation must be shredded

• Do not take notes on any electronic devices not approved by LanguageLine Solutions