1. Harmonizing Language Effective Use of Interpreters for Public Service Agencies

3. Agenda Language, Culture and Communication Suggest Best Practices Explore Policies re: Equity and Access Suggest Standards Role of Language Experts

4. MCIS Overview GTA and South Central Ontario Not for profit Provincial and municipal contracts Specialize in Elder Abuse, Domestic Violence, Child Welfare, Police, Health and Legal Services Over 1,000 language service experts Social Initiatives

5. Immigrants in the GTA 52%

6. Regions of Origin 11% 36% 22%

7. Exercises 1) Repeat in your mother tongue after the speaker 2) Simultaneously translate everything you hear into your mother tongue language Describing Symptoms 911 Call

8. Obstacles to Communication Accent Dialect Localization Technical Level Culture Non verbal Emotional context

10. Dialects/ Languages India = 325 languages 1625 dialects

11. Register Place where they spy on the parent Supervised Access Centre Promise Swear an oath Pissed off Displeased

12. Literal vs. Conceptual interpretation I picked up a little Italian

13. Literal vs. Conceptual interpretation She was blue in the face

14. Technical, Jargon, Acronyms

15. IDSFA

16. Communications 60% 30% 10% Non Verbal Tone Language

17. Verbal vs. Non-Verbal Communication It’s really great to see you!

19. Gestures Nod head up and down to say “Yes.” Bulgaria and Greece, this gesture means “No.”

20. Exceptions… In Brazil and Germany, this gesture is obscene. In Japan, this means “money.” In France, it has the additional meaning of “zero” or “worthless.”

21. Iran, Afghanistan, Nigeria, parts of Italy Greece … obscene insult

22. Middle or Far East, Portugal, Spain, Latin America, Japan, Indonesia Hong Kong … insulting or even obscene

23. In some Asian cultures ….ask permission to speak.

24. America and England ….open and confident Eastern Asia …sign of arrogance

25. Smiling Different reasons for smiling… Japanese - confused or angry Parts of Asia – embarrassed Other cultures – smile reserved for friends Do not to judge those who smile at "inappropriate" times

26. Beckoning Use index finger - “Come here” Alternative…beckon with the palm down, with fingers or whole hand waving.

27. Eye Contact North America and Europe … attentiveness, respect, honesty Asian cultures … rude, defiant, assertive

28. Greeting

29. Cultural Differences Family Order Taboos – Mental Health Talking Gender Assertiveness

30. Immigrant Power & Control Wheel

31. Mini- Mental Exam Dates Spelling backwards Reading…open your eyes

32. Cultural Bias Mental health taboos Shame Family Dynamics

33. Interpretation Decision Tree Simple Communications Volunteers Routine Activities Staff Important, Legal, or Medical documents Professional Interpreters

34. Spectrum of Interpreter Roles ADVOCATE CONDUIT CLARIFIER CULTURAL BROKER

35. Social Initiatives Language Identification guide Public education Volunteer interpreter training Staff workshops Language Services …complete form

36. Q & Eh! Thank you for listening

37. Sources eruptingmind.com Cultural gestures Communications with gestures Cultural gestures Ethnologue – (languages) Gestures: Do’s and Taboos of Body Language Around the World

38. Cross-cultural communications Lack of resources Written information only available in English No budget for professional language services Unclear policies Staff awareness Utilizing untrained people Time constraints

39. Power and Control - Newcomers

40. Cultural competence Diversity of staff Language capabilities Cultural awareness Cultural exchanges with client Policies Interface with ethno-specific communities Staff training

41. Best Practices… for working with an interpreter.

42. What to look for in an interpreter Language Certified Specialized Training Protocols – Introduction Police Clearance Insured for Errors and Omissions Quality Assurance measures

43. Interpretation Decision Tree Simple Communications Volunteers Routine Activities Staff Important, Legal, or Medical documents Professional Interpreters

44. Spectrum of Interpreter Roles ADVOCATE CONDUIT CLARIFIER CULTURAL BROKER

45. Social Initiatives Translation – School age booklets Town Hall presentations Interpretation for homeless, family of homicide victims Conferences, Colleges and other educational venues Research Public Service Announcements Language Identification Guide

46. Q & Eh! Thank you for listening