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Article published In:
Interpreting
Vol. 25:2 (2023) ► pp.274–300

Training service providers to work effectively with interpreters through educational videos

A qualitative study

 | University Medical Center Hamburg-Eppendorf
 | INTERPRET
 | University Medical Center Hamburg-Eppendorf
 | University Medical Center Hamburg-Eppendorf
 | University Medical Center Hamburg-Eppendorf
 | INTERPRET
 | University Medical Center Hamburg-Eppendorf
 | University Medical Center Hamburg-Eppendorf | Magdeburg-Stendal University of Applied Sciences
To ensure the quality of interpreter-mediated encounters, not only interpreters but also service providers need to be trained. However, most of them lack adequate training. This study aimed to evaluate educational videos as a (self-)learning tool with which to train service providers to work with interpreters. Eight educational videos were developed in a multi-stage evidence-based process. For the evaluation, semi-structured interviews with 32 service providers across settings and 12 experts in the field of interpreting were conducted in Switzerland and Germany. The interviews were audio recorded, transcribed verbatim, and analyzed using a structuring content analysis approach. Service providers described an increase in their knowledge (e.g. of the complexity of interpreter-mediated encounters, potential challenges, and how to deal with them appropriately) and confidence (e.g. reduced inhibitions about working with interpreters, perceived permission to feel insecure, and encouragement to deal with problematic situations in an interpreter-mediated encounter). However, the need for hands-on practice limits the effectiveness of the educational videos as a standalone (self-)learning tool, as noted in particular by the experts. It is recommended that they be used in combination with other methods, such as face-to-face training, which provide opportunities for hands-on practice. Nonetheless, the videos can be considered a low-threshold and initial (self-)learning tool with which to increase service providers’ competence in working with interpreters.
Keywords: interpreter-mediated encounter, training, service provider, competence, educational videos
Article outline
  • 1.Introduction
    • 1.1Overcoming language barriers by using interpreters
    • 1.1Training service providers for interpreter-mediated encounters
    • 1.2Educational videos as a learning tool
  • 2.The study
    • 2.1Aim of the study
    • 2.2Study design
    • 2.3Development of educational videos
    • 2.4Participants and recruitment
    • 2.5Development of interview guide
    • 2.6Data collection and transcription
    • 2.7Data analysis
    • 2.8Sample
  • 3.Results
    • 3.1Gaining knowledge
      • Complexity of interpreter-mediated encounters
      • Basic elements of successful interpreter-mediated encounters
      • Challenges and how to deal with them
      • Clear division of roles, including role boundaries
      • Refreshing existing knowledge
    • 3.2Gaining confidence
      • Reducing inhibitions about working with interpreters
      • Permission to feel insecure
      • Encouraging to deal with problematic situations
    • 3.3Strengths of educational videos as (self-)learning tool
      • Impetus for self-reflection
      • Vivid learning tool
      • Flexible learning tool
    • 3.4Limitations of educational videos as (self-)learning tool
      • Lack of exchange and discussion
      • Need for hands-on practice
  • 4.Discussion
    • 4.1Strengths and limitations of the study
  • 5.Conclusions and outlook
  • Acknowledgements
  • Competing interests
  • References
Published online: 4 November 2022
DOI logo
https://doi.org/10.1075/intp.00090.han
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