PROPIO OPENING SCRIPT

{ to Client in English }
Good Morning My name is (name) Interpreter ID (number) I will be your (language)
Interpreter. Please speak in clear, short sentences so that I can interpret everything.

{ to LEP in native language }

Chào buổ i sá ng. Tô i sẽ là phiên dịch viên tiếng Việt củ a bạ n. Tấ t cả nhữ ng điều bạ n nó i sẽ đượ c
bả o mậ t tuyệt đố i. Xin hã y nó i nhữ ng câ u ngắ n gọ n dễ hiểu để tô i có thể phiên dịch mộ t cá ch tố t
nhấ t.

FYI: You must Introduce yourself to every new client that comes on the line.

Closing Protocol

At the end of the session, before disconnecting you need to ask, "Is there
anything else I can help you with?" If the answer is "no" you can say,
"Thank you for using our services. This was (your name AND your ID).
Have a nice day!"

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15 HOLD TIME PROTOCOL

With just LEP present:

“This is your interpreter speaking I would like to advise, that in order to avoid over billing 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” { English }

* “Đây là lờ i củ a phiên dịch viên. Tô i sẽ phải ngắt kết nố i cuộ c gọ i, xin hãy tiếp tụ c chờ đợ i và nếu
ngườ i đạ i diện nó i tiếng Anh quay trở lại, họ sẽ kết nố i bạn vớ i mộ t phiên dịch viên khác.” { to
LEP in native language }

-> "This is your (Language) interpreter, (Name), I.D. (No.), signing off.” English

Without CLIENT and LEP on the line:

“This is your interpreter speaking I would like to advise, that in order to avoid over billing due
to a long hold, at this moment I will have to disconnect from the line.” English

"This is your (Language) interpreter, (Name), I.D. (No.), signing off.” English

TIPS: IF CLIENT COMES BACK IN BEFORE 15MIN. AND REFRESHES CALL ,

THAT AUTOMATICALLY RESETS YOUR TIMER AND CAN HOLD FOR AN
ADDITIONAL 15MIN.

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CLIENT NOT ON THE LINE PROTOCOL ( GHOST CALLS OR DROPPED CALLS )

If call comes in and only LEP is on the line, or client patches interpreter over to
the LEP and seems to have dropped from the line, or if the client is all of the
sudden gone from the call.

Ghost Call NO ONE IS ON THE LINE

“This is your Interpreter speaking I will verify that the representative is still on the line.”
English

“This is your Interpreter speaking, as there has been no response I will have to disconnect”
English

“Thank you for Calling, This is your (Language) interpreter (Name), Id (No.), signing off”.
English

CLIENT DROPS FROM LINE BUT YOU ARE WITH LEP

“Đây là lờ i củ a phiên dịch viên, tô i muố n xá c nhậ n ngườ i đạ i diện nó i tiếng anh có ở đó
khô ng ạ ”. { to LEP native language}

“This is your Interpreter speaking; do we have (clients name or the English-speaking

representative) on the line? { English }

“This is your Interpreter speaking, as there has been no response, I’ll instruct your client of a
possible disconnect and request for them to call back”. { English }

“Đây là lờ i củ a phiên dịch viên, có vẻ như ngườ i đạ i diện đã khô ng cò n ở đâ y, tô i khuyến

nghị bạ n hã y gọ i lạ i lầ n nữ a. Xin thứ lỗ i về sự bấ t tiện nà y.” { to LEP native language
}

“Thank you for Calling, This is your (Language) interpreter (Name), Id (No.), signing off”.
English

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MEDIATION TECHNIQUE

Mediation technique:
1. This is your interpreter speaking
2. Whatever it is that you need mediated (EXAMPLE: loud noise in the
background, repetition, clarification, LEP is confused, LEP is not talking loud
enough )
3. After you mediate go back to first person interpreting

When speaking on your own behalf

This is your interpreter speaking…….
This is your interpreter may I get repetition ?
This is your interpreter speaking there is loud noise in the background?
This is your interpreter speaking may I get a clarification I am unfamiliar with this term
(XXX) .
This is your interpreter speaking it seems your client didn’t hear me may I repeat?
This is your interpreter speaking there is a bad connection on behalf of your client?
This is your interpreter speaking it seems like your client is confused would you like to verify?

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3rd PERSON SPEECH NOT ALLOWED INTERPRET IN 1ST PERSON SPEECH

ALWAYS

3rd Person peech: peaking in 3rd person is not part of our protocol. We must at all
times speak in 1st person speech, so that interpretation is accurate to the message that is
provided to us by the original party. Please avoid using any phrases like “he said…”, “she
said...”, “we are here with… she/he will assist you”. Our interpretation has to be literal to
match what Client or LEP are saying just like if we are transforming ourselves into that
specific party.
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DO NOT BECOME INVOLVED IN CALLS OR IN ANY PERSONAL

CONVERSATION.

You must remain impartial in our interpretation to comply with our code of ethics and not
engage ourselves in any other conversation but to solely interpret. Be careful to not offer any
opinion/suggestion on your own behalf. If there’s anything that’s confusing, please inform the
client on the situation and ask them “how would you like me to proceed?”.

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IF ENGAGED BY LEP ON SIDE CONVERSATION

LEP Tries To Engage In Conversation with CLIENT Out Of The Room

“Đây là lờ i củ a phiên dịch viên, do chính sá ch cô ng ty, ngườ i phiên dịch khô ng đượ c phép nó i
chuyện riêng vớ i khá ch hà ng. Xin hã y tiếp tụ c chờ đợ i.”
{ to LEP in native language }

When Our Client Comes In You Report It

“This is your Interpreter speaking, while on hold your client attempted to engage in
conversation, the interpreter advised that this is against company policies and requested for
your client please continue to hold” { English }

LEP Tries To Engage In Conversation with CLIENT In The Room

“Đây là lờ i củ a phiên dịch viên, do chính sá ch cô ng ty, ngườ i phiên dịch khô ng đượ c phép tham
gia và o cuộ c nó i chuyện riêng tư. Xin hã y tiếp tụ c chờ đợ i.”
{ to LEP in native language }

Report It To Our Client Immediately

“This is your Interpreter speaking, your client attempted to engage in conversation, the
interpreter advised that this is against company policies” { English }

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DISQUALIFICATIONS.

Emergency

“This is your Interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter
that can provide the service at this time, as I have been presented with an emergency situation,
which demands my immediate attention.”
AFTER DISQUALIFYING YOURSELF YOU MUST REPORT TO IMMEDIATE
SUPERVISOR OR QA AND LOG IT IN ISSUE TRACKER

Out Of Skill Level

“This is your Interpreter speaking. I apologize for the inconvenience; I would like to kindly
request for your permission to remove myself from this call in favor of another interpreter
that can provide the service at this time, as the subject and terminology discussed in this is
beyond my scope of knowledge.”

AFTER DISQUALIFYING YOURSELF YOU MUST REPORT TO IMMEDIATE

SUPERVISOR OR QA AND LOG IT IN ISSUE TRACKER. WITH THIS
DISQUALIFICATION IT IS YOUR JOB AS AN INTERPRETER TO STUDY THE
TERMINOLOGY IN THIS SCENARIO AND CREATE PERSONAL GLOSSARY. QA
CAN ASSIST WITH HELPING YOU FIND RESOURCES FOR TERMINOLOGY IN
SCENARIO.

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When either of the parties establishes direct communication with the other
party, or the interpreter is being continuously interrupted by any of the parties.

 Regardless of the situations in which either of the parties may demonstrate to

understand one another or start communicating intermittently in the other party’s
language, the interpreter must not remain silent during the call. The interpreter should
not assume an understanding of the message, and he/she must proceed to actively
interpret everything said during the conversation between the Client and the LEPP,
unless advised otherwise.

If It’s The Client Interrupting

This is your interpreter speaking. To preserve the efficiency of the communication and assure
the accuracy and completeness of the interpretation, may I ask you to please allow me to
interpret your clients statements before you reply?” { English }

If It’s The LEP Interrupting

This is your interpreter speaking. To preserve the efficiency of the communication and
assure the accuracy and completeness of the interpretation, may I ask your client to please
allow me to interpret your statements before He/she replies?” { English }

Wait for Approval

“Đây là lờ i củ a phiên dịch viên. Để đả m bả o sự hiệu quả trong giao tiếp, độ chính xá c cũ ng như
hoà n chỉnh củ a việc phiên dịch, xin cho phép tô i đượ c dịch hết câ u trướ c khi bạ n trả lờ i đượ c
khô ng ạ ?”{ To LEP in Native Language }

Should this have failed and the problem persisted, then the interpreter should have
proceeded by saying: “This is your interpreter speaking. Your Client appears to
understand your statements and/or to be fluent in English. Would you like to
confirm with your Client whether or not the interpreter’s assistance will be of
further need?” Once the interpreter has confirmed that his/her help is not needed, or that
he/she may remain silent until he/she is needed, only then may he/she proceed as previously
instructed by the Client. { English }

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CLIENT/LEP PROVIDING TOO MUCH INFORMATION

Client Providing Too Much Information

This is your interpreter speaking, for accuracy purposes I am only able to manage a limited
amount of information , May I please ask you for a repetition in short but clear phrases?
{ English }

LEP Providing Too Much Information

This is your interpreter speaking, for accuracy purposes I am only able to manage a limited
amount of information , May I please ask your client for a repetition in short but clear
phrases? { English }

Wait For Approval

Đây là lờ i củ a phiên dịch viên, để đả m bả o sự chính xá c, tô i chỉ có thể truyền tải đượ c mộ t
lượ ng thô ng tin nhất định. Bạ n có thể lặp lạ i mộ t cá ch ngắ n gọ n dễ hiểu khô ng ạ ?”
{ To LEP in Native Language }

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3rd Party Dial Outs

Three questions to ask when placing a dial out:

1. What is the name and number of the person you would like to
dial? EX: Jane Doe 505 859 6655

2. How would you like to be introduced into the call?

EX: Mary Jo Nurse Practitioner from LADYLUCK HEALTHCARE

3. Would you like to leave a message in case we reach a voicemail?

EX: This message is for Jane Doe this is Nurse Practitioner Mary Jo calling from
Lady Luck Health Care with some Lab Results please call us back 1800 888 7777.