A to Z of Telephone Interpreting. Part 3

We are coming up to the end of my A to Z series. For many, TI is a daily bread and butter but some interpreters just don’t see the appeal of this type of work, which comes with its unique challenges. The fast pace. The unpredictability. The lack of context. But for me, there is something strangely appealing about connecting with strangers who need an interpreter’s assistance at different moments of their life. Great news. Devastating news. We are the one who support them in getting help, in getting a breather. We provice a vital connection and that’s what public service interpreting is all about, after all.

R – reporting. Our work is by definition, confidential. Respecting and preserving the secrecy of what we become privy in the course of our everyday work is key. However, there is an exception to the rule, when our role as the communications facilitator changes dramatically to that of a ‘mandatory reporter’. This is strictly related to the concept of safeguarding – if, during the course of interpretation we start to believe that a person’s life may in danger or that someone, especially a vulnerable person, such as a child, an elderly person or a vulnerable adult, could be in danger of abuse or there exists a threat to their life or safety, we must report it. You need to explore the appropriate mechanisms of reporting and know who to turn to with such insight. You could be literally saving someone’s life.

S – speed. Interpreting at a fast pace and getting into that magical ‘flow’ is a great feeling, until it isn’t. It’s especially worth remembering that the quicker the person speaks, the greater the risk that you might lose a vital word that will allow you to render their utterance correctly in interpretation. That’s why it’s important to not be afraid to ask the professional or the service user to slow down. Nobody’s internet connection is 100% foolproof and having someone repeat a very long utterance could be frustrating for them and you.

T – turn taking. Have you ever tried to listen to someone talking to you while being on the phone? For me, it’s a logistical nightmare. Similarly, it is virtually impossible to listen to parties speaking at the same time and understand the conversation well enough to interpret it. Ditto interjections and interruptions. It is very important to maintain the ‘one person speaking’ status quo at all times.

U – universality. To say that in the course of casual (or ‘on-demand’) or even during pre-booked assignments you will only be coming across a set list of topics would be a bold-faced lie. From births, deaths, illnesses and life-changing news to faulty gas meters, homelessness and educational support, nothing brings you to the very core of our jobs – universality – like TI. Your greatest strength in supplying services as a Telephone interpreter is being you – a person with life experiences, compassion and understanding of others.

V – voice care. ‘Phew’, I might hear you say, ‘I am not a singer, why would I need voice care?’ Believe me – you do. From reducing caffeinated drinks, maintaining the humidity levels in your workplace, drinking liquids that promote throat care, there’s a lot of you can do in advance to prevent vocal strain, and in the long term, even serious damage to your speech organs.

W - white labelling. This term has been around for a while and it’s important to remember that with the prevalent subcontracting of work, the relationships between the particular TI providers are often more difficult to follow than those of characters in a Spanish telenovela. Add to that the acquisitions and takeovers and you will very frequently see that one TI company is providing the services on behalf of another one, perhaps known to you. It is therefore vital to remember about your greetings instead of answering calls mechanically and risking using the wrong greeting.

X – rated. From STIs, graphic descriptions of wounds and detailed accounts of abuse, nothing is out of bounds in a day’s work of a telephone interpreter. Often, there is no disclaimer or notice about what you are going to hear next. Have your wits about you and try and maintain your professionalism at all times. It can be very difficult, especially in the face of discussing particularly unpleasant or painful subjects, but it can be incredibly rewarding as well. Make sure that you always give yourself some breathing space after a tough call. Take a short walk, listen to some upbeat music, make yourself a hot drink or write a reflective journal entry to help take care of your own feelings and well-being – after all, you’re working incredibly hard to look after the wellbeing of the service users.

Y – yammering. There is something about the anonymity of a phone call that can sometimes make people open up a lot more than they would during a face to face appointment. And not always in a good way. A lot of customers using a telephone service will happily complain and vent their frustrations about, well, pretty much anything that went wrong. It is important to remember that the phone conversation you’re assisting with may be the very first instance of them actually being able to have their voices heard and views put forward. Approach those challenges with patience, kindness and understanding – after all, you’ve probably complained about poor service once or twice yourself.

Z – zeal. TI can be approached like an adventure and I believe that is the best way to approach it. Enthusiasm, passion and confidence will help you in solving problems, weathering challenges, achieving the best outcomes for your service users and most of all, enjoying your work. And that’s what it’s really all about.

That's all for this month - thank you for tuning in! Next month, I will share some secrets about things that you'd love to know about public interpreters but are afraid to ask. See you on the 7th of March!