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Interpretation services:

2.Interpretation services explained

On this page:

    Introduction

    Our translation and interpretation partner, AA Global, offer a range of services to help you to communicate more effectively with customers who are unable to speak English, or have other needs like physical or learning difficulties.

    This guide explains the different interpretation services they offer and when to use each one. This will help you to pick the best option for the situation and for your customer’s needs.

    Telephone interpreting

    This is when a linguist joins a telephone conversation between you and a customer who speaks another language, so they can interpret and relay the contents through speech.

    When it is used

    It is ideal for urgent situations when you do not have the time to organise a face-to-face meeting and/or book a face-to-face interpreter.

    How to access

    You have four ways to access telephone interpreting, you can:

    Video interpreting

    A linguist joins a video call between you and a customer, who speaks another language, so they can interpret and relay the contents through speech and body language.

    When it is used

    This is ideal for:

    • languages that use facial expressions and gestures to enhance verbal speech
    • urgent situations when you do not have time to organise a face-to-face meeting and/or book a face-to-face interpreter.

    How to access

    You have three ways to access video interpreting, you can:

    In-person meetings and conferences

    Hearing or visual impairments

    Book an interpretation service
    Book an interpretation service
    Book an interpretation service
    Book an interpretation service
    Does your customer use British Sign Language?

    Make sure your customer already uses British Sign Language as a form of communication before you book an interpreter.

    How to access

    Book an interpretation service
    Book an interpretation service
    Book an interpretation service

    Face-to-face interpreting

    This is when a linguist is physically in the same room as you and a customer, who speaks another language, for a face-to-face meeting.

    The linguist’s role is to deliver a real time translation of the conversation using speech and body language. They may also pick up on subtle tones and expressions that can alter the meaning behind what is being said.

    When it is used

    It is more useful for scheduled meetings rather than emergency situations. This is due to the time required to make arrangements and travel to the location.

    How to access

    Whispering interpreting

    The interpreter is seated or standing with the customer and will translate what is being said in a quiet whisper directly into their ear.

    When it is used

    This type of interpreting can be used when someone who speaks another language is attending a meeting or event when noise needs to be kept to a minimum.

    How to access

    Simultaneous interpreting

    Simultaneous interpreting is when attendees of an event wear headsets, or go into an interpreting booth, so an interpreter can convey what is being said in their preferred language.

    The interpreter translates in real-time, speaking at the same time as the person presenting, this makes it easier for the attendee to follow along with the event.

    When it is used

    This interpreting technique is useful for events, such as large meetings or conferences, with attendees who do not speak the same language as the presenter.

    How to access

    Consecutive interpreting

    This involves an interpreter being positioned next to the presenter at an event. The interpreter will take notes on what the speaker is saying, then relay it to attendees who speak in a different language.

    The presenter and interpreter usually take turns to speak, which can be quite time consuming as the presenter must pause frequently during the presentation.

    When it is used

    This style of interpreting is normally used at large meetings or conferences, with attendees who do not speak the same language as the presenter.

    How to access

    British Sign Language

    British Sign Language is a visual way of communicating using:

    • space
    • hand movements
    • gestures
    • facial expressions
    • body language.

    When it is used

    If you need to speak to someone who is d/Deaf or hard of hearing, you can request a British Sign Language interpreter.

    Deaf-blind interpreting

    This is a specialised form of communication where an interpreter conveys information through tactile signing.

    They may use:

    • hand-over-hand signing
    • a modified version of British Sign Language directly onto the customer’s palm
    • their fingers to spell words onto the customer’s palm
    • objects or pictures to provide context.

    When it is used

    It is used when someone is:

    • hard of hearing and visually impaired
    • living with combined loss of sight and hearing.

    The exact method used to relay the information will vary depending on the customer’s remaining sight and hearing.

    How to access

    Lip speaking

    A lip speaking interpreter helps out the main speaker at a meeting or event.

    They make it easier for people to lip read by clearly reproducing the shapes of spoken words in English, as well as copying the speaker’s natural rhythm and emphasis.

    They also use:

    • facial expressions
    • gestures
    • finger spelling, which uses the British Sign Language alphabet to spell out words.

    When it is used

    This is normally used at large meetings or conferences that people who are d/Deaf or hard of hearing are attending.

    How to access

    Employee confidential helpline

    0330 380 0658

    Speak to fully qualified counsellors and support specialists at any time, 365 days a year.

    Use code 107574 to access the online resources.

    More about the employee assistance programme

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