Tips from the trenches

I'm going to let you in on a dirty little department secret: you don't always need an interpreter.  That's right, even sitting on our pile of golden interpreters, the proverbial Midas of language services, we don't always immediately run to the language line.

It's ironic, right?  We're supposed to be in the business of selling interpreters.   

As we discussed this odd phenomenon and compared notes over the refugee-services water cooler, we came up with these "how-to" tips for confident cross-cultural communication.  We realized that we all do the same things when working with limited-English proficient clients. It's not rocket science, but it is powerful stuff:

• Assess your statement - what are the implications if they don't understand?  Use these steps below for simple, concrete communication.  For complex issues, run--don't walk--to your nearest intepreter service.
• Slow down (speaking louder doesn't help, slower does).
• Shorten your statements
• Avoid compound sentences
• Explain processes and don't assume they'll know how systems work
• Draw a picture
• Watch body language for furrowed brows or glazed eyes
• Ask open-ended questions to make sure they understood
• When you have to repeat something two different ways and it's clear that they still don't get it then reach for the interpreter. 

This last point is important.  It's a glorious victory for a client when they can explain their needs without having to use an interpreter; they are one step closer to independence.  But don't ever let a client continue to struggle or leave with questions.  Use a phone interpreter service for five minutes at the end of the appointment to make sure all was understood.  Your time--and theirs--is worth getting it right.