August 15, 2017 § 4 Comments
A few months ago I was contacted by a prospective client who I knew nothing about. He was an attorney and was requesting my services for a settlement conference. He explained that his client had been involved in some “out of the ordinary” financial situation and did not speak English.
I was supposed to interpret everything that was said at the conference so he could discuss the proposals with his client afterwards. The conference was to be held during an entire morning in short sessions of about ten to fifteen minutes each, with sometimes as much as an hour between. I was told that the non-English speaker would be present, listening to all parties involved in the potential settlement, but other than a few brief private conversations with his attorney to assess the negotiation, he would not speak at the conference.
After listening to the attorney, and based on my professional experience, I informed him he was requesting a simultaneous interpretation service during the exchanges with the other parties. I explained that the conversations between him and his client would be interpreted consecutively as they would involve a question or two every time they needed to talk. I also asked him to estimate the length of these exchanges.
Once again, he assured me that the settlement conference would be held in approximately ten minute segments, there would probably be three or four, and that after each session, the attorneys for the other party would leave the room and discuss the offer in private for about thirty minutes or even more. I clarified that simultaneous interpreting is a job for an interpreter team of at least two professionals when it lasts over thirty minutes. I also clarified that consecutive interpreting during the question and answer conferences with his client must be brief and kept to a minimum unless he would retain a second interpreter.
He looked extremely surprised. In his words, he had been “using interpreters for this type of work for years” and “…nobody ever mentioned the need for two interpreters…” at that point during the conversation I informed him of my fees and payment policy with new clients. He was not expecting that professional fee.
Sometimes life has a way to teach us all a lesson and this was this attorney’s lucky day. I have no doubts that under normal circumstances he would have turned me down and look for another interpreter, but this was a unique situation. The other parties had flown in from out of town for the settlement conference and his “regular” interpreter (who never brought up team interpreting and obviously charged a lot less for her services) was out of town. The case was complex and he had to concentrate in the settlement; he had no time to shop around for an interpreter.
Later that week we had the settlement conference. I arrived early (before the attorney who hired me) and noticed that an individual was nervously pacing up and down the hall of this gigantic penthouse law office. I approached him and learned this was the person I would interpret for.
I explained who I was and how we would proceed during the settlement conference and during the brief private encounters he would have with his attorney. I then showed him my simultaneous interpreting portable equipment I use for these services, explained how to operate it, and tested it for volume and comfort. It was then that the attorney arrived.
Before we started the conference, all attorneys present were very surprised that I had brought equipment for the simultaneous rendition. They all agreed this was the first time they saw anything like this. The non-English speaker individual remarked that he loved the equipment because he could hear everything without being distracted by the English speakers. At the end, my attorney client loved the equipment. He remarked on how unobtrusive it was and how it allowed for a better flow during the exchange as the attorneys did not lose concentration by the constant interpretation in the background. We also used the equipment for the attorney portion of the private client-attorney conversations, leaving the consecutive mode just for the client’s remarks.
After the assignment was over, the attorney congratulated me for my professional services, he wondered why nobody else had ever used interpretation equipment for these conferences before, and he told me it was now clear why I had been so “picky” at the beginning. “…I see why you are more expensive. You provide another level of service. I think that I will call you from now on…” I thanked him for his words, gave him his fee receipt for the check he gave me right after the service (as previously agreed) and told him that I would love to work with him again provided that I had any availability.
As I was leaving the law firm, I thought about how many of my colleagues let opportunities like this one go to waste because they do not take the time to explain their services to the client, and because they do not try to do something that will set them aside from the rest. In my case, a little innovation for this law firm, and a determination to seize the moment once that the attorney had no choice but to hire me, landed me a new direct client that knows my fees, working requirements, and payment policy, and can hardly wait to hire me again.
Please share with the rest of us any similar stories you may have where your tenacity and business mentality helped you prove that you are a professional and got you a new good client.
July 17, 2017 § 6 Comments
If you are a regular visitor to this blog you already know how I feel about team interpreting: Just like simultaneous interpreting, a consecutive rendition is a team effort that should not be attempted alone. (For more on this subject, please read my blog entry entitled: “If it is team interpreting, why are so many flying solo?”)
I have written extensively on this subject, and I have made it crystal clear that I never accept a consecutive assignment unless I am, working as part of a team. I also know of the fact that many colleagues believe that, unlike simultaneous, consecutive interpreting can be successfully accomplished solo; and that other interpreters believe that, although team interpreting improves the quality of an interpretation, a big chunk of the market will never buy into this need, and they willingly accept consecutive interpreting assignments without a second interpreter.
“Team interpreting is the utilization of two or more interpreters who support each other to meet the needs of a particular communication situation. Depending on both the needs of the participants and agreement between the interpreters, responsibilities of the individual team members can be rotated and feedback may be exchanged…” (Registry of Interpreters for the Deaf (RID) Standard Practice Paper [(SPP])
You all know what it is like to finish a consecutive rendition without a partner; you have felt the extreme fatigue and the high levels of stress derived from knowing you are performing an incredibly complex task that requires of a huge amount of knowledge, almost instantaneous reactions, and of grave consequences if error occurs, with nobody watching your back.
Originally, team interpreting was conceived as a solution to mental fatigue, but as team interpreting became more popular, and eventually the rule (at least in simultaneous interpretation everywhere) it was noticed that having a support interpreter was not a mere tag-team maneuver to get some rest while your partner was actively interpreting, but it turned into a joint effort that improved the quality of the service by having someone (the support interpreter) assisting the active interpreter with complex information, figures and names; and also acting as a sounding board to corroborate an utterance, research a term, or simply correct a mistake due to fatigue, context, or cultural meaning. The “surprising” result: The rendition was better because the interpreters were neither fatigued nor stressed out, so they could concentrate better on the task of interpreting.
“The goal of team interpreting soon began to shift from reducing interpreter fatigue to also ensuring the accuracy of the target language message and correcting any misinterpretations. While there was still concern about fatigue and interpreters continued to take turns at 20-to 30-minute intervals to ensure they were not hampered by fatigue, teams came to realize that they should both share the responsibility for the accuracy of the interpreted message. This lead to a change in the perceived function of an interpreting team. In addition to relieving each every 20 to 30 minutes, the “feed” interpreter was expected to monitor the “on” interpreter’s interpretation and feed missed information or make corrections as needed.” (Hoza, J. 2010. Team Interpreting: As collaboration and Interdependence. Alexandria, VA. RID Press. ISBN: 978-0-916883-52-2)
Mental fatigue is caused by intense brain activity in highly complex activities such as interpreting. Both, simultaneous and consecutive interpreting require of multitasking. Reasoning, evaluating, executing, and decision making in a matter of instants makes of interpreting a profession subject to deep mental exhaustion that becomes more intense due to the levels of stress while performing the task. Both: mental fatigue and high stress as an aggravated circumstance, happen during consecutive interpreting and they cannot be swept under the rug, or eliminated, by giving the interpreter a bathroom break. Interpreters working solo during a consecutive rendition for over thirty minutes will not be performing as expected just because a “magnanimous” client takes a 15 minute break. Mental fatigue does not work that way.
Fatigue is defined as “A physiological state of reduced mental or physical performance capability resulting from… workload”. (International Civil Aviation Organization [ICAO] Operation of Aircraft. International Standards and Recommended Practices. February 25, 2013). When present, it “places great risk on (the client) because it significantly increases the chance of… (interpreter) error…” (Caldwell, John: Mallis, Melissa [January 2009]. “Fatigue Countermeasures in Aviation”. Aviation, Space, and Environmental Medicine. 80: 29-59. doi: 10.3357/asem.2435.2009)
Mental fatigue, like the one caused by consecutive interpreting, causes cognitive impairment and it is important to understand the neural mechanisms of mental fatigue related to cognitive performance. A study to quantify the effect of mental fatigue on neural activity and cognitive performance by evaluating the relationship between the change of brain activity and cognitive impairment induced by mental fatigue using magnetoencephalography, demonstrated that performing the mental fatigue-inducing task causes over-activation of the visual cortex, manifested as the decreased alpha-frequency band power in this brain region, and the over-activation was associated with the cognitive impairment. (Tanaka M, Ishii A, Watanabe Y  Effects of Mental Fatigue on Brain Activity and Cognitive Performance: A Magnetoencephalography Study. Anat Physiol S4:002. doi: 10.4172/2161-0940.S4-002)
The task of consecutive interpreting does not differ from simultaneous interpreting when it comes to mental fatigue. Working solo will bring undue stress levels to the interpreter which will cause more mental fatigue, lack of concentration, and physical fatigue: all contributors to a substandard rendition after 30 minutes. As the interpreter is forced to work longer, the rendition will continue to deteriorate and produce errors and misinterpretations. This diminished mental and physical skills cannot be cured by allowing the interpreter to take a 15 minute break three to five times during a multi-hour consecutive rendition.
I set team interpreting for both, simultaneous and consecutive interpreting as a non-negotiable clause. Clients who have seen the palpable difference between solo and team consecutive interpreting have no problem with this requirement; those unaware of these dire consequences carefully listen to my explanations and promptly agree to an assignment covered by a team of (at least) two interpreters. A few who refuse to listen to my reasons, and those who choose not to believe the arguments, must do without my services.
I understand the hesitation of many colleagues to fight for consecutive team interpreting; I understand less those who fear the agencies’ reaction and opt to remain silent and go solo, but I also know that if all quality interpreters demand a team, the client will have no choice. Perhaps they will first hire the services of a second-tier individual, but they will see the difference and eventually they will be back, ready to hear your arguments and comply with your conditions. I hope that my sincere efforts to convince you to reject solo consecutive assignments affect how we view ourselves. We are the ones behind the wheel. The client is the passenger, and the agency is the guy at the service station with nothing to do with the way you drive. I welcome your comments.
July 4, 2017 § 2 Comments
This Fourth of July the United States celebrates its 241st birthday. The founding of our country motivated me to write about a term that is frequently used but seldom understood: “The Founding Fathers”.
Many interpreters, U.S. and foreign born, including some who use the term at work, have told me that they believe they know who we are referring to when we speak of the “Founding Fathers”, but they ignore the meaning of such a phrase. They really do not understand what it truly means. The fact is they are not alone. Let me explain:
Since the foundation of the United States, there has been a great deal of respect for those who made it possible to have a new nation free of tyranny and monarchy, where people would be recognized as equal and govern themselves according to their own collective will. These remarkable individuals made a priceless contribution to the nation and were originally referred to as the “fathers” of the country.
These American heroes included those who participated in the drafting and signing of the Declaration of Independence, those who signed the Articles of Confederation of 1781, and the Commander in Chief of the Continental Army.
Another equally recognized and honored group of American heroes are known as the “framers”. They include all delegates to the Constitutional Convention of 1787 and the authors of The Federalist Papers. Of the 55 framers, only 39 were also signers of the Constitution.
The “Fathers” are called “Founding Fathers” for the first time by President Warren G. Harding in 1916. The phrase was catchy and stayed.
After 1916 the term “Founding Fathers” has been applied to all those who contributed to the birth of the nation. The original “Fathers”, the “Framers”, and many others who fought for independence on the battle field or at Independence Hall are now referred to as America’s “Founding Fathers”; and the list of “Founding Fathers” is constantly expanding to include all individuals, regardless of race, gender, or national origin, who contributed to the success of the Revolutionary War.
Presently, many authors set some of the “Founding Fathers” aside from the rest and are sometimes called the “Key Founding Fathers”. It is usually these individuals that historians, speech writers, journalists, and lay people have in mind when they speak of the “Founding Fathers”. Columbia University professor, and renowned historian, Richard Morris, identified the following American heroes as the “Key Founding Fathers”: John Adams, Benjamin Franklin, Alexander Hamilton, John Jay, Thomas Jefferson, James Madison, and George Washington.
Adams, Jefferson, Madison and Washington were Presidents of the United States. Adams, Jefferson and Franklin were part of the 5-member Committee that drafted the Declaration of Independence. Hamilton, Madison, and Jay authored The Federalist Papers. Jay, Adams, and Franklin negotiated the Treaty of Paris that ended the War of Independence; and George Washington was the Commander in Chief of the Continental Army and presided over the Constitutional Convention. Washington, just like Hamilton, Madison, and Jay, did not sign the Declaration of Independence.
Now you know who the “Founding Fathers” are and what the term really means. Just like everything else in the United States of America, it is a group of men and women, some of them foreign born, with diverse ethnicity, who contributed their life’s work, and occasionally their own life, to create the country we honor today. We welcome your comments. Happy Fourth of July!
June 26, 2017 § 11 Comments
Lately, I have been traveling extensively both, domestically and abroad. This has exposed me to many problems and challenges our profession faces all over: An interpreters’ union as the answer to our problems; individuals in decision-making positions constantly advancing the interests of those who seek to eliminate interpreting and translating as professions and turn them into assembly lines at the service of a bizarre “industry”; government agencies charging for interpreting services in settings where it may be legal but it is an unfortunate decision; agencies unilaterally changing contractual terms and interpreters who “celebrate it”; hospitals bragging about their use of non-certified healthcare interpreters…
I will address them all in due time. I will also launch a weekly comment on my You Tube Channel: ”The Professional Interpreter’s Opinion”. First. I would like to bring to your attention a situation I have encountered everywhere, particularly in the United States, that makes me feel uncomfortable.
Everywhere I go: professional conferences, interpreting assignments, interpreters’ social gatherings; and in everything I read: blog posts, newsletters, professional publications, internet forums and groups, and professional emails, a significant group of colleagues are actively advocating for equal access to healthcare services, state-sponsored assistance programs, and administration of justice, to all individuals who do not speak the local official or customary language. With the United States: English.
I have nothing against equal treatment for all people. I think it is needed and deserved. It actually makes me happy to encounter programs or systems designed and executed in a way inclusive of every individual, regardless of the language they speak or sign. The thing is: I do not believe that we as interpreters or our professional associations as entities, should be advocating these changes or the delivery of the services. It is for government authorities and individuals involved in social activism to push for, and implement the policy and legislation that will protect us all and guarantee that equality.
Our role as interpreters should be to make sure those interpreting services that will guarantee equal access to all members of society are delivered correctly, by real professionals who meet all education, certification and licensing requirements, observing the highest professional and ethical standards. This must be our priority, to educate others about the profession, and to denounce those who take shortcuts either by allowing unprepared people to deliver the service, or by ignoring policy and legislation to save a buck.
Some of you may ask: Is this not the same as advocating for equal access for all? The answer is not. Let me explain.
When the Obama administration decided to finally observe Title VI of the Civil Rights Act as it applies to those members of society who do not speak English and request a public service funded by federal money, individual states were told to provide, free of charge, language interpreters in all civil court cases where a non-English speaker requested access to a government program or service funded with money from the federal government. Until then, many state governments were furnishing court interpreters for criminal cases free of charge. Litigants in civil matters had to retain their own interpreters and pay them as all professionals get paid in society: according to the terms of a professional services contract between client and interpreter. Since these fees charged for these services were regulated by the free market, when compared to interpreters’ pay for criminal matters where the state would pay directly to the interpreter based on a preset fee schedule, interpreters would receive a better fee for services provided in state civil court. In a free market this meant that interpreting services were better in civil court. Better interpreters could compete for better pay while other interpreters had to settle for the state-set fee universally paid to all interpreters with no distinction based on their experience or quality of service.
Implementing Title VI ended the system described above as from that moment, state civil court interpreters would be provided at no cost to the litigant, and interpreters’ fees would be paid by the state at the same rate as criminal court cases’. This change killed the practice of many of the better certified court interpreters, in some states because they were banned from court unless working through the state, and in others, because once attorneys and litigants learned of the availability of free interpreters they seldom chose the most-expensive privately retained interpreter (even where they were better than those interpreters offered by the court).
To my dismay, many interpreters celebrated this change and even pushed for its implementation where it had not been adopted by the local courts. I was happy that interpreting services were provided to all, but I was confused on why those making a living as court interpreters would be happy about losing a good source of income.
It is very difficult to understand why so many interpreters actively defend the rights of those who do not speak the official language of a country, and constantly push for an increase on certified interpreters. I believe that our profession would be better served if we, the professional interpreters, were to spend our time, money and efforts promoting renditions of a better quality, the use more capable interpreters, higher professional fees to attract better people to the profession.
Instead of demanding that a civil court furnish an interpreter, or a hospital provide an interpreter to a patient, we should be demanding an end to despicable practices such as allowing those who failed a certification exam to practice the profession as “accredited” “qualified” or whatever. Instead of advocating for more interpreters in a school district, we should be demanding that agencies who unilaterally change the terms of a professional services contract be expelled from the interpreting agencies’ roster. Instead of worrying about how poorly doctors, nurses, attorneys, and judges treat non-English speakers, we should be worrying about state agencies refusing to pay travel expenses and Per Diem to interpreters who travel to provide a service.
I do not say that all those other things are not important. I am not saying those other things are fine. All I am saying is that it is not up to us to advocate for them. There are others whose job is to protect these individuals. Nobody else will protect interpreters but ourselves.
Some may say that part of a community interpreters’ duties include advocating for the client. My answer is that they are right. However, the advocating that community interpreters must do is none of the above. A medical interpreter must advocate for a patient when there is a defective communication due to a cultural barrier. A court interpreter must advocate for the client when the defendant, victim, or witness cannot be understood because of lack of cultural knowledge by the English-speaking parties. That is expected. Being an activist for the rights of the non-English speaking population is not one of the interpreters’ duties.
If interpreters want to participate in activism for these populations they should do it, but not as part of the profession. Involvement in equal- access campaigns as professional interpreters, or as a profession, should be limited to those cases where by promoting the addition of interpreter services to a certain program or service will benefit us as a profession because it will be generating more work opportunities for certified, true professionals who will be making professional fees, while , closing the door to paraprofessionals, those who have failed a certification exam, and all agencies who unilaterally change contractual conditions in detriment of the interests of the interpreter.
This, my friends, is how we should channel our energy when we want to advocate for a cause that touches on the profession . I now ask you to please provide your comments on this issue.
May 29, 2017 § 2 Comments
On the last Monday of May we observe Memorial Day all over the United States. Many friends and colleagues have asked me who do we honor and why. Others confuse Memorial Day with Veterans Day. Memorial Day is a federal holiday for remembering the people who died while serving in the country’s armed forces. It also marks the start of the unofficial summer vacation season throughout the nation. Memorial Day is a day of remembering the men and women who died while serving, while Veterans Day celebrates the service of all U.S. military veterans.
On Memorial Day, the flag is raised briskly to the top of the staff and then solemnly lowered to the half-staff position, where it remains only until noon. It is then raised to full-staff for the remainder of the day. The half-staff position remembers the more than one million men and women who gave their lives in service of their country. At noon, their memory is raised by the living, who resolve not to let their sacrifice be in vain, but to rise up in their stead and continue the fight for liberty and justice for all.
Now that we clarified what Memorial Day is, let’s talk about the armed forced of the United States. There are five branches of American armed forces: the Army, Marine Corps, Navy, Air Force, and Coast Guard. The President of the United States is the Commander in Chief.
The United States Army is the largest branch of the armed forces and performs land-based military operations. With the other four branches of the armed forces, plus the Public Health Service Commissioned Corps, and the National Oceanic and Atmospheric Administration Commissioned Officer Corps, is one of the seven uniformed services of the United States.
The United States Marine Corps is a branch of the armed forces responsible for providing power projection using the mobility of the Navy, to deliver rapidly, combined-arms task forces on land, at sea, and in the air.
The United States Navy is the naval warfare service branch of the American armed forces. It is the largest Navy in the world, with the world’s largest aircraft carrier fleet.
The United States Air Force is the aerial warfare service branch of the armed forces, and it is the largest and most technologically-advanced air force in the world.
The United States Coast Guard is a maritime, military, multi-mission service unique among the U.S. military branches for having a maritime law enforcement mission (with jurisdiction in both domestic and international waters) and a federal regulatory agency mission as part of its mission set. It operates under the U.S. Department of Homeland Security during peacetime, and can be transferred to the U.S. Department of the Navy by the president of the United States at any time, or by the U.S. Congress during times of war.
To complete this brief description of the United States armed forces, I would like to explain the Joint Chiefs of Staff.
The Joint Chiefs of Staff is a body of senior uniformed leaders in the United States Department of Defense who advise the president, the secretary of Defense, the Homeland Security Council, and the National Security Council on military matters. The composition of the Joint Chiefs of Staff is defined by statute and comprises the Chairman of the Joint Chiefs of Staff, the Vice Chairman, the Military Service Chiefs from the Army, Marine Corps, Navy, and Air Force; and the Chief of the National Guard Bureau, all appointed by the President following Senate confirmation. The Chairman of the Joint Chiefs of Staff is, by U.S. law, the highest-ranking and senior-most military officer in the United States armed forces and is the principal military advisor to the president, National Security Council, Homeland Security Council, and secretary of Defense. Even though the Chairman of the Joint Chiefs of Staff outranks all other commissioned officers, he is prohibited by law from having operational command authority over the armed forces; however, the Chairman assists the President and the Secretary of Defense in exercising their command functions.
I hope you find this information useful and I hope that it may come in handy when interpreting national defense or military issues involving the United States. I now invite you to add any additional information you may consider useful and relevant to our practice as professional interpreters.
May 22, 2017 § 10 Comments
A few weeks ago I read a comment by a colleague who had just finished a very important high-profile interpreting assignment. He stated that when the event ended the main speaker thanked the interpreters for their job in the booth. Rightly so, my colleague was very happy and appreciative of the kind gesture.
His comment brought back many personal experiences of instances when speakers and organizers recognized the interpreter team by either praising a job well done, or by thanking us for our dedication and professionalism. At this moment it hit me: With some exceptions, the most important, famous, admired speakers are always kind and appreciative. It is common to be recognized at the end of a hard session. Many commend us for our rendition, others ask for a round of applause for the interpreters. I have been to some events where we have been asked to come out of the booth to be seen and recognized by the audience. It is all about respect, but it is also about education and awareness of the importance of a good interpretation.
These movers and shakers know that without proper interpretation their words would lose their thunder in a foreign language. They know that communication is essential, and our work is key to reach everyone in every culture and language.
For this reason high-profile conference interpreters are always welcome at the auditorium, conference room, and international organization where their services will be needed. From the moment we arrive we are treated with deference and respect, not because of who we are, but because of what we do. Everybody is on board, they all know that we provide a relevant professional service.
Speakers and organizers know and understand the complexity of what we do, so it is just natural we get a breakroom to relax every now and then, that they expect us to work in teams of two and three; that we get paid for travel days, and that we get a compensation appropriate to the service we provide.
As I was thinking of these circumstances, my mind drifted to the way healthcare and court interpreters are treated most of the time. Despite being an essential component to the healthcare system, or a key element to an administration of justice equal for all, doctors, nurses, judges, attorneys and support staff often view interpreters as an inconvenience instead of an asset. They are perceived by many in these areas as outsiders instead of as part of the team. Many resent them and believe that we are overpaid, after all, all we do is talk.
Although some may be motivated by who knows what reason, I think that most of their attitude and policies come from ignorance. Unlike so many people we deal with in conference interpreting, many are not well traveled and lack a sense of international community. A medical diploma or law degree guarantee no worldly view of affairs. To put it simply, they just cannot understand why people do not speak their language, and they attribute their lack of native language skills to being intellectually inferior. They believe that everybody should learn their language and consider translation and interpreting services as a waste of resources and losing the national identity. It is for these reasons, and not necessarily because they dislike the interpreter, after all interpreters speak their language, that they consider our presence annoying and our service a threat to the status quo.
I do not like this, but I can understand why these individuals do not want to treat us with the dignity and respect we are treated at the conference level. The lack of respect and demeaning practices towards interpreters I cannot justify or understand, are those perpetrated by the people in the multinational language agencies who hire unqualified people, pay disgustingly low professional fees, and treat interpreters as laborers instead of professionals.
It is the way interpreters are treated by these entities that greatly contrasts with the dignified treatment we experience in a conference they were not involved. It is these transnational entities, who are on a crusade to destroy our profession and turn it into an “industry” that wants to get us to work the booth, courtroom and hospital like an assembly line.
They know of the complexity and professional nature of our work, they understand how exhausting our craft is, they know of the fact that we sell our time. Yet, they want to pay the lowest fees, who want to take up to three months before they pay us, the ones who do not want to a second interpreter, refuse to pay for travel days, and rarely share the assignment relevant materials. These are the people who demand you call when you get to the assignment and let them know when you leave.
These are the “experts” who distrust us so much they double-check with their client to make sure we really worked for as long as we told them, and treat us like little children by telling us what to wear, where to sit, what to eat, and who to talk to. They know you, they have worked with you in the past, and at the least they researched you before they contacted you for a job. It is not about you, it is about their perception of the profession. To them, in their mythical theory of the “interpreting industry” we are laborers on an assembly line. This serves them better. Once they dehumanize us by turning us into their “industry’s” pawns, they can disrespect us, insult us, and abuse us as interpreters. This or course, only if we let them.
I now ask you to share with the rest of us your thoughts about this important issue.
May 15, 2017 § 1 Comment
Occasionally we all must work with difficult clients. These individuals make an already complex and delicate job more difficult because of their ignorance, rudeness, greed, and sometimes due to their tendency to micromanage everything. If they only knew that all they are achieving is to diminish interpreters’ productivity by distracting them from their task, and creating an uncomfortable environment that interpreters want to leave when they can. I cannot believe that people do not realize that interpreters do a much better job when they feel respected and may flourish in a place where they like to be.
It is a job we are talking about, not a social club, but respect is a must in all human relations and it should never leave the building. It is more puzzling, infuriating, and insulting when this horrendous environment is created by our peers.
We all have received from some agency emails, letters, work orders, contracts, and other documents where they impose dozens of rules, describe dozens of procedures, and include dozens of warnings and threats. We dislike them. They wake up a negative feeling that instantly predisposes us against that client. This is only worse when an interpreter micromanages our assignments and delivers these litany of requirements, warnings, rules, and so on, every time they retain our services.
Recently I got to see one of these monuments to totalitarian control. An obsessive-compulsive communication of 736 words containing nothing about the assignment. They were all rules conceived by this strange mind. The email covered topics such as when to report to the assignment, times for arriving and leaving, even when there was no assignment left to interpret; it had some prohibitions such as telephonic interpreting from this entity’s office, even if the job you were hired to do had been completed and there was absolutely not a chance that your services would be used again. If this is not enough for you, the document repeated many issues already covered between the parties and therefore already enforceable, such as payments and reimbursement of expenses. The long email talked about running late, dress code, and get this: “standards of performance and professional responsibility”!
After reading this 2-page long “small print” to the email where the assignment information took only 2 lines, I was furious, offended, and saddened. It was clear because of the client this was, that the email is sent to every interpreter they assign to a job. For the same reasons, it was also crystal clear that most interpreters getting this email every time they worked with this client, would receive the same despicable communication over and over again.
It is insulting and inexcusable that a client who knows you professionally, and knows the level of commitment and excellence of the interpreters they are hiring, may address us this way. After reading the email I felt more like a laborer and less like a professional. It was disheartening and very telling of the opinion this client has of the interpreters they hire (sometimes) daily.
I brought this up on the day I worked for the client. I got an apology from an individual different from the one who decided on the contents of the insulting email, and I was told that in the future all communications addressed to me would not include such demeaning rules. I was not told that the practice of micromanaging other interpreters and treating them as laborers who need the foreman looking over their shoulder would stop.
I understand there may be some new interpreters, or even some colleagues whose language combination does not allow them to be full time interpreters because of the lack of work. I know of the fact that some may need a refresher on the rules and policies. The problem is that, even in that case, the communication should be worded in a way it shows respect for the dignity of the interpreter as a professional and as a person. It should not include the repetitious recitation of the terms of the contract already signed and agreed to by the interpreter, and it should not be included in every single email. Whether an interpreter is a rookie or a veteran, regardless of how often they work for this client, they are not stupid, one communication reminding them of these matters should be enough.
It saddens me so many colleagues are too afraid to express their feelings about these communications, which are delivered by many clients every day all over the world. It frustrates me so many are so used to this mistreatment by the client, that they do not recognize the insult anymore. I am also convinced that interpreters cannot do their best when they must work for a client who appreciates their work so little, and thinks of them so low. Now that you know how I feel about this despicable practice, I would like to hear what you think and feel about these micromanaging personalities who run some organizations and institutions we often work with.