Language Services Associates

v11.15.11

DEALING WITH STRESSFUL SITUATIONS DURING IBT (Interpretation by Telephone):

MANAGING YOUR ESCALATED RESPONSE
End the session ONLY after all efforts for effective and respectful communication fail. Suggest contacting another interpreter. Report and document the incident using LSAs on-line IFF. Log out if you are feeling stressed, tired or emotional.

ABORT
SESSION

Explain the reasons why communication is hindered. Offer a possible way to correct it. Always follow the clients lead.

INTERVENE AS FACILITATOR
Suggest ways to resolve any obstacles

Always be respectful to the LES and the client. State your suggestions in the form of a question.

LESS INTERVENE AS CLARIFIER OR CULTURAL BROKER

Get permission to ask for repetition, clarification, pauses or cooperation.

INTERPRET AS A CONDUIT (DEFAULT ROLE)

MORE

Use the first person to convey messages in the target language. Verify figures before interpreting. Do not distort, omit or embellish the message. Keep the end user informed.

After intervening, always return to your default role

Conduit: Facilitator:

Interprets everything that is said without omitting, adding or changing anything. It Is the default role. One that facilitates; one that helps to bring about an outcome (as learning, productivity, or communication) by providing indirect or unobtrusive assistance, guidance, or supervision. An individual who enables groups and organizations to work more effectively; to collaborate and achieve synergy. Clarifier: Facilitates understanding by asking for more details or clarification or explains terms that may not have a linguistic equivalent. Cultural Broker: Provides the necessary cultural framework for understanding the message being interpreted when cultural differences may lead to a misunderstanding.

Try to always remain in the interpreters default role of Conduit. If you need to intervene as a Clarifier or Cultural Broker, always ask the clients permission to do so and keep them informed, at all times, as to what is going on. If there are obstacles to your interpretation or to the understanding between the parties, act as a Facilitator by stating the obstacles and offering possible solutions to resolve the impasse between the parties. If after attempting to intervene and exhausting all options, it is not possible to continue with the interpreting session, politely disengage from the session suggesting that another interpreter be found. Document and communicate the outcome to LSA.