With more than 60 million people in the United States speaking a language other than English, including 25 million people with Limited English Proficiency (LEP), service-oriented sectors such as healthcare, law, and insurance are making more extensive use of interpreters to facilitate communication with non-English speakers.
Interpreters can help a variety of organizations overcome linguistic barriers, and thus improve efficiency and quality of service.
If you have never worked with an interpreter before or need a refresher before your next interpreting session with an LEP client, follow these top three tips to maximize interpreting success.
1 . Prepare for the interpreting session beforehand
Preparation can prevent any potential pitfalls during the interpreting session, whether those are technological failures, cultural misunderstandings, or misaligned goals between the interpreter, client, and organization.
While many interpreting sessions are done in person, they can also be done remotely, either over the phone or through video remote interpreting. For any sessions conducted using technology, do a thorough check to ensure all equipment is working properly and be sure you won’t lose your connection in the middle of a session.
When working with an LEP client, also conduct preliminary research about the client’s culture so you and the interpreter both understand any cultural differences in etiquette and nonverbal cues. In-person sessions in particular will have greater opportunities for non-verbal communication, which can establish rapport even when different languages are being spoken.
Finally, brief the interpreter on the topics of discussion to establish a set of goals for the session and provide any relevant documentation (medical records, financial statements, legal documents, etc.) that might be required. Where possible, the client should have any relevant documents prepared in his/her primary language, too. The interpreter should also be bound by any client confidentiality rules that your organization follows, and any paperwork this might entail should be taken care of in advance.
2 . During the session, speak to the LEP individual, not the interpreter
Although it might be tempting to speak directly to the interpreter who will be translating between languages, remember that you are really communicating with the LEP client. The client’s needs should always come first, and the interpreter is only there to bridge the gap between languages.
Make eye contact with your client throughout the conversation and use body language that indicates interest and active listening. You shouldn’t necessarily ignore the interpreter, but he/she should not be your main focus.
Similarly, when speaking, use the first-person as if addressing the client, even if he/she does not speak your language. For example, the interpreter should hear a sentence like, “What health insurance do you have?” rather than, “Ask her what health insurance she has.” LEP clients may have some knowledge of English, and not speaking to them directly can be insulting and counterproductive.
3 . Be attentive to language, and remember that simplicity is key.
Even with the best interpreters, nuances can be lost in translation. To clearly convey your message, avoid using idioms and opt for clear, direct language instead. Speak slowly and plainly, using short sentences and simple vocabulary. Model this behavior for the client, or ask him/her to do the same so interpretations can be more efficient and you can easily understand each other. When necessary industry jargon is involved, the interpreter will help you navigate any communication difficulties.
In addition, ask for clarification when needed. It is better to ask questions or for something to be repeated than to have a miscommunication. Remember that the interpreter is there to help you understand the client and to help the client understand you, and that defining clear goals, expectations, and etiquette will go a long way toward ensuring success.
