1.5 working effectively with interpreters - national … · 2017-01-19 · 1.2 active listening –...
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Workbook1.5PersonCentredPracticeAcrossCultures
WorkingeffectivelywithinterpretersJuly2016
futures UPFRONT
ThisworkbookhasbeendevelopedforNationalDisabilityServicesby:BarbelWinter,ManagingDirector,futuresUpfrontandMariaKatrivesis,ConsultantandTrainerFirstpublished(July2016)©futuresUpfrontFormoreinformationandforpermissiontoreproducepleasecontact:futuresUpfrontemail:[email protected]:www.futuresupfront.com.au ProducedbyNDSNSWLevel18,1CastlereaghStSydney,NSW2000FundedbyNSWDepartmentofFamilyandCommunityServices.©ThispublicationiscopyrightAllrightsreserved.ExceptasprovidedintheCopyrightAct1968(Commonwealth),nouseofthiswork,whichiswithintheexclusiverightofthecopyrightowners,maybemade.ContactNDS0292563100ndsnsw@nds.org.auwww.nds.org.auAboutNationalDisabilityServicesNationalDisabilityServicesisthepeakbodyfornon-governmentdisabilityservices.Itspurposeistopromotequalityserviceprovisionandlifeopportunitiesforpeoplewithdisability.NDS’sAustralia-widemembershipincludesmorethan1000non-governmentorganisations,whichsupportpeoplewithallformsofdisability.NDSprovidesinformationandnetworkingopportunitiestoitsmembersandpolicyadvicetostate,territoryandfederalgovernments.
Table of Contents
1. Preface.......................................................................................................................21.1 Howtousethisworkbook?................................................................................................21.2 Whatisthisworkbookabout?............................................................................................31.3 Outcomes:...........................................................................................................................31.4 Whoisthisworkbookfor?..................................................................................................31.5 Howlongwillittaketocomplete?.....................................................................................3
2. TheWorkbook............................................................................................................42.1 Whatisaninterpreter?.......................................................................................................42.2 Whyuseaprofessionalinterpreter?...................................................................................42.3 Identifythelanguage..........................................................................................................52.4 Identifyingwhetheraninterpreterisneeded.....................................................................52.5 Differenttypesofinterpreterservices................................................................................52.6 Howtobookaninterpreter................................................................................................62.7 Bilingualworker,familymemberorinterpreter?...............................................................72.8 Whenapersonrefusestouseaninterpreter...................................................................102.9 WorkingeffectivelywithanInterpreter...........................................................................11
2.9.1 BeforetheInterview............................................................................................112.9.2 IntroductionandSetUp......................................................................................112.9.3 InterviewStyle.....................................................................................................122.9.4 DuringtheInterview............................................................................................122.9.5 EndingtheInterview...........................................................................................12
2.10 Usingover-the-phoneinterpreters..................................................................................132.10.1 WhenyouandtheclientareintheSAMEPLACE:...............................................132.10.2 WhenyouandtheclientareinDIFFERENTPLACES:...........................................13
3. Conclusion.................................................................................................................14
4. Resources..................................................................................................................154.1 UsefulWebsites................................................................................................................15
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1. Preface
ThisworkbookispartofaseriesofresourcesforthedisabilityservicessectordesignedbyfuturesUpfrontforNDSwithfundingprovidedbytheNSWDepartmentofFamilyandCommunityServices;Ageing,DisabilityandHomeCare.
1.IndividualPractices–workingwithpeoplefromCALDbackgroundswithdisability
1.1Empathy–apracticetoconnectacrosscultures
1.2Activelistening–unconditionalpositiveregardacrosscultures
1.3Choicemaking–cross-culturaldifferencesandwhatcanwelearnfromthem
1.4ReflectivePractice–whydifferentpointsofviewmatter
1.5Workingeffectivelywithinterpreters
2.OrganisationalPractices–buildingaculturallyresponsiveorganisation
2.1Terminologyanddata–aguidetounderstandingculturaldiversityanddisability
2.2Makingthebusinesscase–whydiversityisgoodforbusiness
2.3Aculturallyresponsivepersoncentredorganisation–keyelements
2.4Leadingtowardsculturalresponsiveness–apracticalguideformanagers,teamleadersandcoaches
2.5Buildingadiverseworkforce–practicalstrategies
2.6Valuingbilingualworkers–strategiestorecruit,trainandretain
3.CommunityEngagement–workingalongsidediversecommunities
3.11Community@atime–culturallyresponsivecommunityengagementprinciplesandelements
3.2MakingLinks–networkingwithCALDCommunities
3.3Cross-culturalstory-basedmarketing–1story@atime
Thisworkbookispartof“IndividualPractices–workingwithpeoplefromCALDbackgroundswithdisability”series.
1.1 How to use this workbook? Thisworkbookcanbeusedinmanydifferentways,including:
´ Asself-pacedlearningprogrambyanindividual
´ Asaself-pacedlearningprogramforagroup
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´ Aspartofformaltrainingorganisedbyanorganisation
´ Aspartofcoachingandmentoring
Thisworkbookincludesexercisesandopportunitiesforreflections(whenworkingbyyourself)ordiscussions(whenworkingwithothers).
Thereisplentyofroominyourworkbooktotakenotesandmakecomments.
1.2 What is this workbook about? Thisworkbookisaboutgivingyoutheknowledge,skillsandconfidenceusingprofessionalinterpreterstocommunicateeffectivelywithpersonswhodonotspeakEnglishwellornotatall.
1.3 Outcomes: Bytheendofthisworkbookyouwill:
´ Understandthebenefitsofusingprofessionalinterpreters
´ Understandhowtouseprofessionalinterpreterseffectively
´ Knowinwhichsituationstouseabilingualworkerinsteadofaprofessionalinterpreter
´ Knowwhattodoifapersonrefusestouseaninterpreter
´ Bookanover-the-phoneorface-to-faceinterpreter
´ Knowhowtoaccessdifferentinterpreterservices.
1.4 Who is this workbook for? Thisworkbookisforanyonewhowantstolearnhowtocommunicateeffectivelyusinganinterpreter.
1.5 How long will it take to complete? Thisworkbookshouldtakeabout40minutestocomplete.Ifyouwatchthevideositmighttakeyouabout60minutes
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2. The Workbook
2.1 What is an interpreter? Aninterpreterissomeonewhocanconveyanoralmessageorstatementfromonelanguageintoanother.1
2.2 Why use a professional interpreter? ProfessionalinterpretersareaccreditedbyNAATI(TheNationalAuthorityfortheAccreditationofTranslatorsandInterpreters)andareboundbyaCodeofEthicsandCodeofConduct.
ProfessionalInterpretersare:
´ accurate:theyaretrainedtorelayamessageanditsmeaningaccuratelyfromonelanguagetoanother
´ confidential:theyareboundbyacodeofconductandcodeofethicswhichrequiresallprofessionalinterpreterstomaintainconfidentialityandactethicallyatalltimes
´ impartial:unlikeafamilymemberorfriend,aprofessionalinterpreterdoesnottakesides,anddoesnotallowtheirpersonaljudgementsorfeelingsaffecttheinterpretation.
Aswithallpeopleyousupport,youhaveadutyofcaretoensurepeoplehaveaccesstoinformationandcanmakeinformedchoicesanddecisions.CommunicatingeffectivelyusinganinterpreterwillfacilitatethisforpeoplewithlittleornoEnglishlanguageskills.
Reflection
Howoftendoyouuseprofessionalinterpreterstocommunicatewiththepeopleyousupport?
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Ifyouhaveneverusedaninterpreter,whynot?....................................................................
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1Pleasenotethatthisworkbookisinrelationtospoken,verballanguagesandtheuseofinterpretersinthatcontext.IfyouwanttolearnhowtouseAuslan(orSign)interpreterspleasecheckoutNABSorhttp://www.nabs.org.au/how-to-work-with-an-interpreter.html
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Reflectbacktothelasttimeyouusedaprofessionalinterpreter:
Whatworkedwell?...................................................................................................................
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Whatdidn’tworkwell?...........................................................................................................
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Whatmightyoudifferentlynexttime?.....................................................................................
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2.3 Identify the language MulticulturalNSW’sLanguageServicesprovidesInterpreterCardsthatcanhelpyouandthepeopleyousupporttoidentifythelanguagebeingspoken.YoucancontactMulticulturalNSWon:1300651500.
2.4 Identifying whether an interpreter is needed Identifyingwhetheraninterpreterisneededisimportantinensuringeffectivecommunicationbetweenpeople.Ifyouareunsurewhetheraninterpreterisneeded,trythefollowing:
´ Askthepersonwithwhomyouarespeakingtorepeatamessagethatyouhavejustgivenintheirownwords
´ Askthepersonaquestionthatrequiresthemtoprovidealongresponse;avoidquestionsthatcanbeansweredwitha‘yes’ora‘no’oraskingfamiliarquestionssuchas‘Wheredoyoulive?’
´ Ifyouthinkthataninterpreterisrequired,discussthiswithpersonbeforeyoumakeanarrangementforaninterpreter.
Mostimportantly,ifyoufeelthatyoucannotcommunicatewiththepersonthenyouwillneedaninterpreter.
2.5 Different types of interpreter services Therearebasicallytwotypesofinterpretingservices:on-siteandtelephoneinterpreting.
´ On-siteinterpretingmeansthataninterpretercomestowherethemeetingisbeingheld.Ingeneral,on-siteinterpretersareusedforcomplexandlongmatters
´ Telephoneinterpretingisinterpretingthatisprovidedoverthephoneandisespeciallyusefulforemergencies.
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Bothtypesofinterpretingserviceshaveadvantagesanddisadvantages.Ifmoneyisaconcern,telephoneinterpretinggenerally(butnotalways)worksoutcheaper.
2.6 How to book an interpreter Arangeofgovernmentandprivateagenciesprovideinterpretingservices.GovernmentinterpreterservicesonlyemployinterpretersthathavebeenaccreditedbytheNationalAccreditationAuthorityofTranslatorsandInterpreters(NAATI).Ifyouneedaninterpreter,youhavethefollowingoptions:
´ TIS(TranslatingandInterpretingService):131450https://www.tisnational.gov.au/
´ LanguageServices,MulticulturalNSW:1300651500http://multicultural.nsw.gov.au/our_services/interpreting_translation/
´ HealthCareInterpreterService[NBforhealthcarerelatedissuesonlyandonlyahealthservicesprovidercanorganisethis;on-siteonly]
´ AlistofNAATIaccreditedandrecognisedinterpretersandtranslatorsisavailableontheNAATIwebsiteathttps://www.naati.com.au/
´ Therearealsoanumberofprivateinterpretingagenciesthatcanbeaccessed:put‘interpreterservices’intoyourwebbrowsertouseyourfavouritesearchengine
´ AuslanInterpreters:SignLanguageCommunications(SLC)isthelongestrunningAuslan/EnglishinterpretingserviceinAustralia,withyearsofexperienceininterpretingandworkingwiththeDeafCommunity.ContacttheDeafSocietyofNSW:(02)88333611http://deafsocietynsw.org.au/interpreting
´ NABSistheNationalAuslanInterpreterBookingandPaymentService.NABSisfundedbytheAustralianGovernmenttoprovideinterpretersFREEofchargetopeoplewhousesignlanguagetocommunicateandwouldliketobookaninterpreterforprivatehealthcareappointments.Phone:1800246945.Email:[email protected]://www.nabs.org.au/
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2.7 Bilingual worker, family member or interpreter? Thefollowingdecision-makingtreesareamodificationofsimilartreesdevelopedbytheVictorianDepartmentofHumanServicesin2005.Theaimistoassistorganisationsinthedevelopmentofalanguagepolicyandinthedecision-makingprocessesoffrontlinestaff.
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Workbook Exercise
Inthissectionyouwilllearnwhyaccredited,professionalinterpretersarecriticalinajobcapacityassessmentandhowthelackoftrainingandimpartialitymaynegativelyaffecttheassessment.
Case study 1 Rachelhasbeenreferredtoyourserviceforsupportplanning.Youagreetomeetheratherhouse.WhenyouarriveyourealiseshedoesnotspeakEnglishwell,butherhusbandisthereandhasofferedtointerpretforher.
Whatarethebenefitsforherusingherhusbandastheinterpreter?......................................
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Whatarethebenefitsforyou?.................................................................................................
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Whatarethepotentialdangers/risks?....................................................................................
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Whatcanyou/shouldyoudo?.................................................................................................
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Case study 2: Sam,speaksSpanish.HeknowsyourcolleagueVioletta,whoalsospeaksSpanish.HeasksforViolettatodotheassessmentoratleastbehisinterpreter.
WhatarethebenefitsforViolettatodotheassessment/actastheinterpreter?..................
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Whatarethebenefitsforyou?.................................................................................................
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Whatarethepotentialdangers/risks?....................................................................................
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Whatcanyou/shouldyoudo?.................................................................................................
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2.8 When a person refuses to use an interpreter Peoplemaysometimesrefusetouseaninterpreter.Thiscouldbebecauseofconcernsaboutconfidentialityandprivacy,particularlyinsmallerethniccommunities.Itmightalsoreflectaperson’sconcernaboutthegenderorreligion/ethnicbackgroundofaninterpreter.Whatyoucandointhesecaseswilldependonarangeoffactors.Thedecisiontreebelowmayhelpyoudeterminewhatstepstotake.
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2.9 Working effectively with an Interpreter Followingaresome‘HandyHints’andpracticeswehavefoundusefulovertimewhenworkingwithinterpreters:
2.9.1 BeforetheInterview´ Establishwhethertheclientknowstheinterpreterhasbeenarrangedand
ifs/herefusesthatinterpreterbookanotherone
´ Allowforextratimeincasesomeonecomeslateorthesessionislongerthanexpected(italmostalwaysis)
´ Arrangetheseatingtoalloweasycommunication:sitfacingthepersonyouarecommunicatingwithandtheinterpretertothesideandslightlybehind(seatinginatriangularpatternworksbest)
´ Brieftheinterpreter:provideanoverviewofthepurposeoftheinterviewandcheckanylanguage,termsorconceptsthatmaybedifficulttointerpretormayhavenegative/differentconnotations.
´ Asktheinterpreterforanyculturalfactorsthatmightaffecttheinterviewbutrememberthatinterpretersaretherefortheirlanguageexpertisenottheirculturalexpertise.Beawareofgender,class,disabilityandotherissuessuchaspolitical,religious,orethnicthatmayimpacttheinterview.Seektheperson’spermissionifyouneedtoobtainadditionalculturalinformationfromtheinterpreterduringaninterview.
´ Makesuretheinterpreterbookedhastherelevantspecialistskillsifrequired(suchascourtinterpretersforlegalmatters,etc.)
´ Establishtheprocessandtheobjectiveofthesession.
´ Establishwhethersimultaneous(interpretingwhilespeaking)orconsecutive(onelanguageisspokenandtheninterpreted)interpretingshouldbeused
´ Alwaysaddresstheclient,forexample:”Howareyoufeeling?”Donotsaytotheinterpreter:”Askhim/herhowsheisfeeling?”
´ Beawareitmaytakemoreorfewerwordsthanyouhaveusedtoconveythemessageinanotherlanguage
´ Arrangeforwaterandotherconveniencestoassisttheinterpreterandtheperson.
2.9.2 IntroductionandSetUp´ Introduceyourselfandtheinterpreter.
´ Explainyourroleandthatoftheinterpreter.
´ Stressthatyouandtheinterpreterareboundbycodesofethicstomaintaintheconfidentialityoftheinterview.
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´ Explainthepurposeoftheinterviewandhowitwillproceed.
2.9.3 InterviewStyle´ Speakalittlemoreslowlythanyournormalspeakingspeed.
´ Speakingmoreloudlydoesn’thelp.
´ UseplainEnglishwherepossible.
´ Ifconsecutiveinterpretingisused,pauseafter2or3sentencestolettheinterpreterwork.
´ Stopspeakingwhentheinterpretersignalsbyraisingtheirhandorstartingtointerpret.
´ Summariseperiodicallywhencomplexissuesareinvolved.
´ Ifthepersondoesnotunderstand,itisyourresponsibility(nottheinterpreter’s)toexplainmoresimply.
´ Seektheperson’spermissionifyouneedtoobtainculturalinformationfromtheinterpreter.
´ Avoidlongdiscussionswiththeinterpreter.Ifyouneedtospeaktotheinterpreter,theinterpretershouldinterpretthenatureofthatconversation.
2.9.4 DuringtheInterview´ Sitfacingtheperson.
´ Lookatthepersonandmaintainawarenessofbodylanguage.Avoidlookingattheinterpreterunlessyouaredirectlyaddressingthem.
´ SpeakdirectlytothepersonasyouwouldwithanEnglishspeaker.
´ Alwaysusethefirstpersoneg.“Howareyoufeeling?”Not(totheinterpreter)“Askherhows/heisfeeling?”
´ Don’ttrytosavetimebyaskingtheinterpretertosummarise.
´ Beawarethatitmaytakemoreorfewerwordsthanyou’vespokentoconveythemessage.
´ Don’tlettheinterpreter’spresencechangeyourroleintheinterview.Itisnottheinterpreter’sroletoconducttheinterview.Rememberyouareresponsibleforthesuccessoftheinterview
2.9.5 EndingtheInterview´ Checkthatthepersonhasunderstoodthekeymessagesofthesession.
´ Askforanyquestions.
´ Thankboththepersonandtheinterpreter.Saygood-byeformally.
´ Debrieftheinterpreterifneeded.
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2.10 Using over-the-phone interpreters Telephoneinterpretingcanbedonewithbothpartiesatonelocationoratdifferentlocations.Whenusinginterpretersover-the-phonerefertothe‘HandyHints’outlinedaboveandalsoconsiderthefollowingpoints:
2.10.1 WhenyouandtheclientareintheSAMEPLACE:´ CalltheTISon(131450)andtheoperatorwillconnectyoutoan
interpreterinthelanguageyouneed.YouwillhavetoprovideyourClientAgencyIDNumber.
´ Wherepossibleuseaphonewithaspeaker.
´ Besurethattheinterpretercanhearclearly.
´ Pauseaftereachsentence,sotheparticipantsdonottalkovereachotherorcuteachotheroff.
2.10.2 WhenyouandtheclientareinDIFFERENTPLACES:´ CallTISandasktheofficertocontactaninterpreterinthepreferred
language.Theywillthencallthepersonwithwhomyouwanttospeaktointhewayoutlinedabove.
´ Keepcontroloftheinterview,ifthepersonandinterpreterstarttalkingtoeachother,asktheinterpretertointerpretwhatisbeingsaid
´ Regularlycheckforunderstanding:askthepersontorepeatwhathasbeensaidintheirownwords.
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Videos
Therearemanyvideosavailableonlinethatcanassistyoufurtherinusinginterpretereffectively.Herearetwoyoumightfinduseful:
´ HowtouseInterpretersEffectivelyhttp://youtu.be/flB3DLEOsmg
´ InterpreterTraining(Parts1and2)http://youtu.be/3wg-qZjMhU4
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3. Conclusion
Theissuesidentifiedabovewillassistyouinworkingmosteffectivelywithaninterpreter.Butremember,thequalityofthecommunicationbetweenyouandthepeopleyousupportwhomaynotspeakEnglishwellisdependentonyourskillsincommunicatingcross-culturally.
Tolearnmoreaboutworkingcross-culturally,havealookatoutourworkbooks,especiallythoseinthe“IndividualPractices–workingwithpeoplefromCALDbackgroundswithdisability”series.
Reflection
Listfivethingsyouwilldodifferentlythenexttimeyouuseaninterpreter
1. ............................................................................................................................................
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4. Resources
4.1 Useful Websites ´ TranslatingandInterpretingService(TIS)
https://www.tisnational.gov.au/en
´ AustraliaGovernmentDepartmentofImmigrationandBorderProtection,(2014),TISNationalServiceCharges,(DepartmentofImmigrationandBorderProtection),Available:https://www.tisnational.gov.au/en/Agencies/Charges-and-free-services
´ NSWGovernmentMulticulturalNSWInterpretingandTranslatingService,http://multicultural.nsw.gov.au/our_services/interpreting_translation/
´ NationalAccreditationAuthorityforTranslatorsandInterpreters(NAATI):http://www.naati.com.au
´ NSWHealth,StandardProceduresforworkingwithHealthCareInterpreters,(NSWHealth),Available:http://www.health.nsw.gov.au/policies/pd/2006/PD2006_053.html(accessedMay2016)
´ NSWHealth,NSWHealthCareInterpreterService,http://www.health.nsw.gov.au/multicultural/Pages/health-care-interpreting-and-translating-
services.aspx(AccessedMay2016)