1.5 working effectively with interpreters - national … · 2017-01-19 · 1.2 active listening –...

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

Workbook1.5:Workingeffectivelywithinterpreters

©futuresUpfront|2016|PersonCentredPracticeAcrossCultures

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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.

´

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. ............................................................................................................................................

2. ............................................................................................................................................

3. ............................................................................................................................................

4. ............................................................................................................................................

5. ............................................................................................................................................



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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)

1.5 working effectively with interpreters - national … · 2017-01-19 · 1.2 active listening –...

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