Successful communication is something we all strive for and at times may struggle with.

The aim of effective communication which leaves both sender and receiver satisfied, requires a deliberate approach when we do not speak the language of the other person, and our conversation is mediated by an interpreter. In Ireland, scheduled appointments with public sector organisations that are facilitated by an interpreter occur approximately 1000 times per working day. Additionally, unplanned events in Emergency Rooms, at Garda Stations or with social or asylum support services require language interpretation, if members of the public are not sufficiently confident to hold the conversation in English.

The lack of a common language can be a source of frustration to both parties, to the member of the public and the public service provider alike. Living in a country or in a world where you do not understand the – spoken or signed – language is deeply frustrating and leads to increased exclusion. The least we can do to initiate a virtuous circle of empowerment and equal access to public services, apart from supporting cultural awareness, community level solidarity and progressive state led policies, is to ensure that service users of all nationalities are well supported and can be heard.

In its Report on Refugees and Integration from November 2023, the Irish Joint Committee on Children, Equality, Disability, Integration and Youth references interpreting services in one of its 96 recommendations: ‘Refugees of all nationalities should be supported equally and offered the same services, in particular translation services.’ However, the recommendations extend solely to the use of remote online interpreting services, which may be suitable when it comes to exchanging facts and figures, but may not be appropriate for consultations on sensitive cases or with vulnerable children or adults. The lack of adequate video-conferencing facilities or even two-way telephone systems in most public service settings would be one obstacle, together with uncertainty about the role of an interpreter and how or where to source interpreting services.

If you currently use interpreting services for your client appointments or wish to prepare for when you will need an interpreter to assist, you may find these guidelines helpful:

1. Expect the interpreted appointment to take longer, schedule additional time
2. Establish what language the client speaks well before the actual appointment date
3. Book an interpreter of that language in good time, provide details of the reason for the appointment, so the interpreting company can select and brief the best suited interpreter
4. Before the appointment, introduce yourself to the client via the interpreter, and allow the interpreter to briefly outline their role, in both languages
5. During the appointment, talk directly to the client using plain language, and allow the interpreter to be both your and your client’s voice
6. Ensure that the interpreter meets the client in your presence only
7. Pick up on the client’s body language and ask for clarification via the interpreter
8. Summarise any actions/advice/instructions for your client at the end of the appointment
9. Rebook the interpreter for any follow-on appointments via their company
10. Provide any feedback and special requirements to the interpreting company.

Clients can contact us at interpreting@context.ie if you require staff training on ‘How to Work Well With Interpreters’ – we are happy to deliver the relevant training to you, onsite or online, to support you in communicating successfully with any service users who speak languages other than English.