Service under the Spotlight: Scheduled Video Interpreting
Each month, we get you better acquainted with a TLS service; when and why you might need it, how to book it and how to make the most of the booking.
You may be new to the world of booking language support, or perhaps you book the same service each time because you don’t know what else is out there, or perhaps you have never considered that something different might work for you – this is for you!
It is for you if:
you need the flexibility of having the conversation with your service user in any location, eg working from home, or you and your service user are not geographically close.
It is not for you if:
you need to build trust or rapport with your service user and interpreter – in sensitive situations, eg a mental health appointment, it is usually better to talk in person.
When it works best:
scheduled video interpreting is best for relatively uncomplicated and uncontroversial conversations with people who are comfortable using screens to communicate.
Tips to get the most from your booking:
- Use our dedicated booking portal, to find and book your interpreter. This makes everything easy and quick. Once you know how to use it, you will be able to book a remote interpreter anywhere you have access to a computer.
- Make sure you’re familiar with the technology you’ll be using in the booking – how to share your screen, how to mute yourself, how to make sure there’s nothing confidential on show.
- Set parameters at the start of the booking. Most of us know how to behave in face to face situations, but remote meetings are still something of an unknown. Tell everyone how to interrupt politely, how to take turns, when to mute themselves.
If you would like to know more, call our bookings team for guidance and support on 0808 175 1230.
Service under the Spotlight: Face-to-face Interpreting
Each month, we get you better acquainted with a TLS service; when and why you might need it, how to book it and how to make the most of the booking.
You may be new to the world of booking language support, or perhaps you book the same service each time because you don’t know what else is out there, or perhaps you have never considered that something different might work for you – this is for you!
In this issue, we are looking at our face-to-face Interpreting. This is booked via our bespoke booking portal.
It is for you if:
You need to communicate for a prolonged time about something fairly complex.
It is not for you if:
You are in a hurry or making a last minute booking and just want to get quick and basic facts from a situation.
When it works best:
Face-to-face interpreting can be especially useful for establishing trust with a service user, particularly one you know you will see on more than one occasion.
Tips to get the most from your booking:
- Share all the details you can before the booking takes place; eg what you want from the meeting/appointment, any problems that may arise
- At the beginning of the booking, introduce everyone and, if it’s the first time your service user is meeting the interpreter, ensure that they understand the interpreter is there to convey what you are saying and not provide advice or emotional support
- Speak clearly and avoid jargon, and pause regularly to allow the interpreter to speak to your service user.
If you would like to know more, call our bookings team for guidance and support on 0808 175 1230.
Service under the Spotlight: On Demand Telephone Interpreting
Each month, we will be getting better acquainted with a TLS service; when and why you might need it, how to book it and how to make the most of the booking.
You may be new to the world of booking language support, or perhaps you book the same service each time because you don’t know what else is out there, or perhaps you have never considered that something different might work for you – this is for you!
In this issue, we are looking at our On Demand Telephone Interpreting. This is arranged by calling up our designated ODTI line and we will connect you by phone to an interpreter at any time of day, with no notice needed.
It is for you if:
You need an interpreter at short notice.
It is not for you if:
You need an interpreter for a more sensitive or complex subject, where body language, visual cues or establishing trust may be important.
When it works best:
As participants in the conversation cannot see each other, this kind of interpreting works best for simple and brief interactions, eg a ten minute GP appointment for a minor illness.
Tips to get the most from your booking:
- To make sure everyone can be heard well, try to choose a location that is quiet and use a landline rather than a mobile where possible
- Introductions are even more important when participants cannot see each other; ensure you do a thorough introduction at the outset of the call. If it is not obvious who is speaking, you may want each speaker to identify themselves every time they speak
- A smile can be heard in your voice. Smiling when you talk can help to put your service user at ease with what is probably an unfamiliar situation.
If you would like to know more or make an on demand telephone booking, call our bookings team for guidance and support on 0808 175 1230.
TLS partners offer training to keep our interpreters at the top of their game
As part of TLS’s commitment to ongoing development and excellence, psychiatrist Dr Sarkis Garjarian, from the NHS North East London Foundation Trust, gave 150 of our freelance interpreters a tailored training course on ‘Working as an Interpreter with Clinical Staff’.
The training combined customer feedback points with Dr Garjarian’s expertise in the field, examining how interpreters could incorporate this feedback and ensure that customers and service users get the most from their bookings.
Don’t forget: as a customer, you are invited to join our free webinar training on how to get the most from interpreters. The one-off session lasts for 30 minutes and is held on a Wednesday morning, once a month. Find out more and book your place by emailing TLS.Training@languageshop.org
Meet The Team: Sumayyah Aleem, Punjabi and Urdu interpreter
Every month, we introduce you to one of The Language Shop team. This month, meet Sumayyah Aleem, one of our Punjabi and Urdu interpreters. Find out about her passion for helping people and how gardening helps her to relax.
Tell us about what you do for TLS
I have been providing face to face and virtual interpreting services for The Language Shop. My responsibilities include converting information from the source language into the target language, carefully communicating spoken messages with efficiency, clarity and sensitivity.
What’s been your favourite project at TLS?
I have worked on many projects so far, some of the projects I have been working on are still on going. It is difficult to choose one particular project, however I felt very satisfied and happy when a broken family was reunited. The young children were back together from the foster care.
What’s been the biggest challenge?
Home visits can sometimes be challenging, as patients can occasionally become aggressive towards the professionals; the challenge is to remain calm before leaving the premises.
If you didn’t do your current job, what would you like to do?
I would wish to continue to work in a setting where I am providing help and supporting people, in an educational or medical setting.
Tell us something interesting about you
In my spare time, I grow my own flowers, plants and tea leaves. I find that the process of gardening is quite meditative for me and I believe that it helps me feel more centred during interpreting sessions.
If you could meet anyone, living or dead, who would it be and why?
I would have loved to have met either Mother Teresa or Princess Diana. Like many people, I felt a strange connection to them. They radiated warmth and humility, and both were such great humanitarians.
What are your ambitions for 2022?
My strong desire and aspiration is to learn another language this year, which should develop my communication skills and contribute to The Language Shop.
Say hello to Jacky on The Language Shop’s social media – we are on Facebook, Twitter and LinkedIn. Keep up to date with all our latest news here.
Meet the Team: Naveeda Mahmood, Intepreter
Every month, we introduce you to one of The Language Shop team. This month, meet Naveeda Mahmood, one of our interpreters who works in Punjabi, Urdu, Hindi and English. Find out about how she got to grips with Zoom over lockdown and her passion for baking!
What’s been your favourite project at tls?
As an interpreter I enjoy interacting with people generally, but on a personal level I have learnt tremendously from the talking therapies and physiotherapy.
What’s been the biggest challenge?
Covid and all the changes it brought with it. All the technology, like Zoom, was new to me. Working from home, staying put and interacting with people only on the phone was a challenge.
If you didn’t do your current job, what would you like to do?
I would have been a teacher in adult education, teaching either English or cookery (baking preferably).
Tell us something interesting about you
I love baking and trying new recipes. I try new dishes all the time and have taken courses in baking and cake decorating.
If you could meet anyone, living or dead, who would it be and why?
I would love to meet our prophet Muhammad (PBUH). He was the perfect human being, he preached Allah's message (the Quran) to humanity. He set an example for us all.
What are your ambitions for 2021?
I would like to complete my Interpreting level 4 course. Also I would like to do a course in cupping.
Say hello to Naveeda on The Language Shop's social media – we are on Facebook, Twitter and LinkedIn. Keep up to date with all our latest news here.
