CLARIFICATION AND REPETITIONS

If statement is no more than three to four words (A quick clarification suffices)

Ex. (If it’s a single name, couple of digits, zip code, phone no. address detail...etc.).

To the LEP in their Language:

"This is the interpreter, did you say Street or Drive?" or "This is the interpreter, were the
last 2 digits of the number 65 or 75?" Confirm and inform client reason of interaction using
following protocol:
To the CLIENT in English:
"THIS IS YOUR INTERPRETER I QUICKY CONFIRMED (Zip code, last 2 digits, etc.) "here is
your rendition" and then proceed to deliver statement accordingly.

IF LONGER SENTENCE REQUIRES CLARIFICATION - REPETITION

This is your Interpreter may I ask your client to repeat?
IF TO CLARIFY WHAT CLIENT SAID:
"This is your interpreter, (State brief reason for the intervention: line cut off, static etc.),
would you please repeat?
For this example, the interpreter only needs to open his statement with saying this is your
interpreter and explain to the client the reason for the request.
IF ALREADY REPEAT 2, 3 TIMES INFO TO LEP AND STILL NOT
UNDERSTOOD
"This is your interpreter. It seems that your client does not understand clearly what is being
stated. Do I have your permission to explain in simpler terms, or break it down for
him/her?”
Confirm information or in other words consult with client how you plan to reward it
before going to the LEP
WHEN CLIENT DOES NOT UNDERSTAND A REPEATED INFORMATION
PROVIDED BY LEP
"This is your interpreter. Your client does not seem to be able to clearly express his/her
concern or point. Would you like me to confirm with him/her?"
WHEN LEP SPEAKING BUT IS NOT COMING CLEAR
"This is your interpreter, I politely interrupted your client as he/she was (why: static, echo,
noise, etc.), may I ask him/her to (possible solution: speak up, adjust their phone...etc.) and
repeat?"
WHEN CLIENT SPEAKING BUT IS NOT COMING CLEAR
"This is your interpreter, I apologize for the interruption but (why: static, echo, noise, etc.),
would you kindly (possible solution: speak up, adjust microphone...etc.) and repeat"
 PERSONAL OPINION REQUESTED
INTERPRETER'S PERSONAL OPINION REQUESTED
IF LEP ASKS YOUR OPINION:
“This is the interpreter, due to company policies (or the interpreter's code of
conduct), the interpreter cannot express any personal opinion on the subject,
please allow me a moment"
THEN PROCEED TO ADV CLIENT:
"This is your interpreter, your client asked for my opinion and I explained due to
company policies the interpreter may not express personal opinion on this
subject"

IF CLIENT REQUESTS YOUR OPINION on the matter or subject or mental

status:
"This is your interpreter, due to company policies (or the interpreter's code of
conduct) the interpreter may not express personal opinion on this subject"
You may provide your opinion only if it is a life or death matter, ER 911 matter
for example

WHEN REQUESTED NOT TO INTERPRET SOMETHING

If the LEP is actively speaking and suddenly advices Interpreter DO NOT say that we must
explain
To LEP in their language:
"This is the interpreter, due to company policies (or the interpreter's code of
conduct), the interpreter has to interpret everything that's stated in the line,
please allow me a moment"
Then we advice client in English:
"This is the interpreter, your client requested me not to interpret something and I
explained due to company policies the interpreter has to interpret everything
that's stated in the line, so here is your rendition"
Now PROCEED TO INTERPRET ENTIRE INFORMATION
 FAUL LANGUAGE
If LEP is providing their statement and suddenly start using profanity / faul language we
can try to get their attention, wait for a NATURAL PAUSE in their speech then call them by
their name and state:
Politely requesting for a PAUSE FROM LEP in their language:
"This is the interpreter, please allow me a moment"
Inform client their customer is using FAUL LANGUAGE
"This is the interpreter, your client is using some faul language, would you like
me to interpret that or how would you like me to proceed"
Follow CLIENT'S INSTRUCTIONS as closely as possible
If it is a Legal statement or something necessary to know, client will let you know and we
must have to interpret as literal and closely as possible for them to have accurate
information.

IF BOTH PARTIES UNDERSTAND EACH OTHER

“This is your interpreter. Your Client appears to understand your statements and/or to be
fluent in English. Would you like to confirm with your Client whether or not the
interpreter’s assistance will be of further need?”

If client says you can stand by to interpret only when needed you stay silent until your
assistance is needed.

If client says you can RELEASE the call as help is NOT needed, then you provide your closing
script:

DISQUALIFICATIONS - Need to Release a Call

For each situation you may encounter, use one of the following protocols followed by the
Closing Script and remember to report on Bitrix and on private to your Supervisor
In the event of a Life Threatening Situation - EMERGENCY you may
have:
“This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter
that can provide the service at this time, as I have been presented with an emergency
situation, which demands my immediate attention.”
 If a call exceeds an uninterrupted 2-hour length, or a pause-paced 3-
hour length:

“This is your interpreter speaking. I apologize for the inconvenience, but due to the length
of the present encounter, I would like to kindly request for your permission to remove
myself from this call in favor of another interpreter who would be less likely to jeopardize
the accuracy of what is being communicated due to fatigue and saturation. This is to
ensure that you and your client receive the utmost quality service. Please call us back and
any other interpreter will gladly assist with the remainder of your conversation.”

If the call is beyond the interpreter's skill level:

“This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter
that can provide the service at this time, as the subject and terminology discussed in this
is beyond my scope of knowledge.”
If you need to disqualify yourself from a call for a valid and/or
outstanding reason, other than the ones stated above:
“This is your interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter
that can provide the service at this time because (insert you reason here). Do I have your
permission to do so?”
WAIT FOR CLIENT'S RESPONSE AND SAY THE CLOSING:

TOO MUCH INFORMATION BEING PROVIDED

IF CLIENT IS PROVIDING TOO MUCH INFORMATION AT ONCE
Wait for a natural pause or break in their speech pattern and proceed to jump politely
state:
"This is your interpreter; for accuracy purposes, I’m only able to manage limited
amount of information, may I interpret information given so far"
WHEN LEP IS PROVIDING TOO MUCH INFORMATION AT ONCE
Wait for a natural pause or break in their speech pattern and proceed to jump politely
state in their language:
"This is the interpreter, for accuracy I'm only able to manage a limited amount of
information, if you could please allow me a moment"
Then NOTIFY THE CLIENT:
"This is your interpreter, I politely requested a moment as for accuracy purpose I can only
manage a limited amount of information, here is the rendition" and proceed to render
statement