Scribd
Upload
9 views2 pages

Protocol Guide

The document outlines the protocols for interpreters, including opening and closing statements, pre-session guidelines, and procedures for handling misunderstandings and hold times. It emphasizes the importance of clear communication, confidentiality, and the need for interpreters to manage information flow effectively. Additionally, it provides specific phrases to use in various situations to ensure accurate interpretation and client understanding.

Uploaded by

syedsamariqbal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
9 views2 pages

Protocol Guide

The document outlines the protocols for interpreters, including opening and closing statements, pre-session guidelines, and procedures for handling misunderstandings and hold times. It emphasizes the importance of clear communication, confidentiality, and the need for interpreters to manage information flow effectively. Additionally, it provides specific phrases to use in various situations to ensure accurate interpretation and client understanding.

Uploaded by

syedsamariqbal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

Protocol Guide

1. Opening protocol
“Hello. I’m (first name) your (language) interpreter, ID12345. How may I assist you today?”
2. Closing protocol
"Thank you for calling, this is your (language) interpreter (name) I.D (number) Signing off".

3. Pre-session

“Everything said will be interpreted, all discussed will be kept confidential and, please, speak
short and clear phrases.”

4. Repetitions

“This is the interpreter speaking. The line is a bit choppy. Could you please repeat the last
sentence?” – to the client

“This is the interpreter speaking. The line is a bit choppy. The interpreter will ask the patient
to repeat.” (Ask the patient using the same line as the previous example, but now in the
target language) – to the client, then to the LEP

5. Interventions (too much information at once)

“This is the interpreter speaking. Could you please repeat the last segment a little bit
slower/speak in shorter sentences to guarantee the accuracy of interpretation?” - to the
client

“This is the interpreter speaking. The interpreter will ask the patient/client to repeat a bit
slower/speak in shorter sentences to guarantee the accuracy of interpretation.” (Ask the
patient using the same line as the previous example, but now in the target language) - to the
client, then to the LEP

6. Misunderstandings

"This is your interpreter. It seems that your client (LEP) 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?” – to the client - LEP does not understand
"This is your interpreter. Your client (LEP) does not seem to be able to clearly express his/her
concern or point. Would you like me to confirm with him/her?" – to the client - client does not
understand

7. Hold time
• The interpreter may hold for longer if client specifies hold time.
• If client returns to the line hold time resets.
• This 10-minute hold rule is applicable when client does not disclose the amount of time
they want the interpreter to hold and client doesn’t seem to be returning to the line.
• If LEP engages Interpreter in side conversation during hold, politely explain that due to
company policies the interpreter may not engage or assist during hold.
After the hold limit is reached:
“I would like to advise, that in order to avoid overbilling due to a long hold, at this moment I
will have to disconnect from the line. I will now brief your client then proceed to disconnect” –
state in English every time the hold period is over

“This is your Interpreter. I will have to disconnect from the call, please continue to wait and, if
the English-speaking representative returns, they will be able to connect you with a new
interpreter” – to the LEP, if present

After the stating the above, make sure to end with the call closing protocol.

You might also like