Key messages  »  Issues raised  »  The Interpreter symbol  »  Tips for working with interpreters  »  Focus exercise

Key messages

In order for an interpreter session to work well, it is important to use good communication skills. This scene illustrates critical aspects of working successfully with an interpreter including optimal seating arrangements, introductions, eye contact, body language, language delivery, and minimising the use of jargon and technical language.

Issues raised

This scene covers best practice techniques for working with an interpreter. In the scene, Lan, the client, is seated directly opposite Robert, the housing worker, with Sang, the interpreter, seated to the side, forming a triangle. This seating arrangement allows for direct eye contact between Robert and Lan, and emphasises Robert’s role as facilitator of the meeting.

The meeting begins with introductions and a brief summary of the meeting’s purpose. The dialogue between Robert and Sang is delivered in manageable chunks of information and sentences are kept short and succinct. Both Robert and the interpreter speak in clear voices, using a measured tone and volume. Robert speaks directly to Lan and plenty of time is provided for Sang to interpret.

Throughout the course of the interview, Robert tries to avoid the use of technical terms and jargon. When a term is used that is not understood (such as ‘dole’), Sang is given time to clarify the term with Robert. Sang ensures that she explains any interruptions to Lan to avoid causing confusion or concern.

The Interpreter symbol

The national interpreter symbol is used by government funded services to indicate where people with limited English proficiency can ask for language assistance. Places you may see the symbol displayed include public hospitals, community health centres, courts and tribunals, police stations, public schools, housing and employment offices, local councils and migrant resource centres.

The appropriate form of language assistance depends on the situation. Many agencies have language services policies to guide staff in determining when and what type of assistance to provide. If your organisation does not have a language services policy you can refer to both the DHS Language Services Policy at www.dhs.vic.gov.au/multicultural or the Victorian Government’s policy guide, Improving the Use of Translating and Interpreter Services, available from the Victorian Office of Multicultural Affairs (VOMA) website: www voma.vic.gov.au. Information about the interpreter symbol is also available from the VOMA website.

Tips for working with interpreters

The following tips will help to improve the flow and outcome of your interpreting session:

• Arrange seating to enable direct eye contact between the interpreter and client, although it should be remembered that direct eye contact in some cultures is not permitted between certain people.

• Speak in a clear voice, using a measured tone and volume.

• Be aware of your body language. Avoid slumping and overusing hand gestures.

• Always remember you are the facilitator and it is your responsibility to maintain control and direct the course of the interview.

• Always speak directly to the client, using the first person.

• Explain any interruptions to the client in order to avoid causing concern or confusion.

• Display the interpreter symbol in the entrance or reception area to indicate to your clients that interpreters are available at your service.

Focus exercise

In groups of three, practise the techniques learned in this scene. Begin by selecting a common issue that arises in interpreting situations. Each participant should assume a role, either as the meeting facilitator, the client or the interpreter.

Afterwards, discuss:

» Was the room set up correctly?

» Was the delivery and use of language measured and understandable?

» Was eye contact maintained with the client when conversing?

» Was body language appropriate?