In the world of interpreting, success is about much more than translating words. As an interpreter, you’re also a moderator — a bridge between cultures and people. Your responsibility goes beyond the language; it’s to ensure everyone is heard and understood. Here are some practical strategies for structuring and managing calls to ensure seamless and respectful communication.

1. Embrace Cultural Sensitivity

Interpreters often encounter cultural differences that affect how people communicate. As a culturally aware moderator, you’ll sometimes sense hesitation or discomfort from one party, which may stem from cultural norms. Some cultures are more reserved, and certain topics or phrases might carry different meanings, making individuals reluctant to speak freely. In these moments, be mindful of your tone and encourage openness without pushing boundaries. Acknowledging these nuances ensures you respect all parties’ comfort levels and fosters a trusting environment.

2. Managing Interruptions: When People Speak Over Each Other

In multi-party conversations, it’s common for people to talk over each other, especially when emotions are high or during complex topics. As an interpreter, you need to establish clear guidelines to help everyone communicate effectively. Politely set the ground rules from the beginning. Remind participants to speak one at a time to ensure clarity for everyone involved. When interruptions happen, calmly remind each speaker of the established process, giving each party a moment to finish before moving forward. This approach allows you to manage the call without exerting authority, fostering mutual respect instead.

3. Handling Difficult or Uncomfortable Requests

Sometimes, clients may request you to interpret something that feels inappropriate, unprofessional, or even unethical. In such situations, it’s important to remember that you have the right to protect your integrity and comfort level. Politely explain if you feel uncomfortable interpreting certain words or phrases, and clarify your position. If the client insists, reach out to a supervisor for support. Always keep the client informed of your decisions, emphasizing the importance of professionalism and boundaries. This approach helps maintain your credibility and sets a clear standard for appropriate interactions.

4. Patience and Persistence: Perfecting Your Skills Over Time

Becoming adept at managing calls takes time, patience, and persistence. No one becomes a skilled moderator overnight. The more experience you gain, the easier it will be to navigate tricky situations, establish authority subtly, and earn the trust of both parties. Remember, each call is an opportunity to refine your skills, assert your professionalism, and demonstrate the value of interpreting services. Homeland Language Services is proud to support interpreters like you, who go beyond translation to ensure everyone feels understood.

In summary, structuring and managing calls is about finding the balance between clarity, respect, and assertiveness. With cultural sensitivity, patience, and the confidence to set boundaries, interpreters can foster positive, productive conversations that empower all participants. Keep honing these skills, and you’ll not only be translating — you’ll be bridging worlds.

Interpreters often find themselves in intense, unpredictable, and sometimes downright terrifying situations. From crisis calls to chilling encounters, these brave professionals step into the unknown, bridging communication gaps where words are both the connection and the defense. In honor of October’s spooky theme, we’re sharing some of the scariest experiences our interpreters have faced—and the strength they show through it all. Because at Homeland Language Services, we believe the only thing scarier than these moments is the possibility of being unheard or misunderstood.

Eerie Encounters with Machines

“Once, I had to do a dial-out call, and someone picked up on the other side. But when I started speaking, no human answered. Instead, a machine responded, translating everything I said into English in the most robotic voice possible. It felt like the Terminator was on the other end,” shared Lucas, a Spanish-English interpreter.

Even when technology aims to support communication, it can sometimes produce moments that feel straight out of a sci-fi horror story—like facing a machine that somehow “understands” every word in a voice as cold as steel.

The Emergency Call That Haunts

“One night, I received a 911 call where a woman was screaming frantically while the dispatcher tried to get her to share her location. For what felt like an eternity—probably around a minute and a half—she kept screaming and the dispatcher kept asking. It was disturbing and deeply emotional. I just hope she’s okay,” recounted Facundo, a Spanish-English interpreter.

Moments like these leave interpreters feeling helpless, caught between delivering critical information and witnessing someone’s raw, unfiltered distress.

First-Week Horror: The Cartel Case

“During my first week as an interpreter, I had to interpret for a defendant with cartel ties. He began talking about violent incidents and people he knew, shouting at everyone around him. The call was chaotic; he wouldn’t calm down, making communication nearly impossible. Eventually, his attorney had to end the call. I remember feeling stunned—it was intense,” Antonella, another Spanish-English interpreter, shared.

Starting a new job can be overwhelming, but beginning in the deep end with a call like this? That’s truly unforgettable.

The “Difficult” Client Warning

“Once, a call started with the operator warning me: ‘Interpreter, I have to warn you about the client we’re about to dial. He’s difficult—not because of language, but because of his personality.’ I thought I could handle it, but it was way tougher than expected. The client was rude to the operator and became angry at me for not interpreting his swearing and insults word-for-word. He was just trying to provoke us. It got to me—I almost cried from how he was treating us,” said Sol, a Spanish-English interpreter.

Sometimes, it’s not just the situation but the tone and manner of a person that can make a call truly harrowing.

The Most Difficult Conversations

Aitana, a Spanish-English interpreter, shared one of the hardest calls of her career: “I had to interpret for someone struggling deeply with their emotions, talking about their thoughts and feelings. It was one of those moments where I felt the weight of the role we play in helping people during their darkest times.”

Interpreters often serve as the only bridge in deeply emotional, even life-threatening situations. Maintaining composure and sensitivity can be the most challenging yet vital part of the job.

Facing Fear with Communication

While these stories reflect some of the frightening moments our interpreters face, at Homeland Language Services, nothing scares us more than the idea of people being unable to communicate or be understood. In the face of chaos, fear, and uncertainty, our team stands strong to ensure every voice is heard and every message is conveyed.

About Homeland Language Services

Homeland Language Services is dedicated to providing high-quality interpretation and translation services across multiple languages. With a team of seasoned professionals, we bridge language barriers in critical situations, fostering understanding and connection in moments that matter. Whether it’s a routine call or a high-stakes emergency, we’re here to empower communication and help people navigate every scenario with confidence.

When you ask for an interpreter, whether it’s over the phone or in person, the key to getting the most out of the service is cooperation and understanding. Interpreters are trained professionals who work hard to ensure that communication flows seamlessly between all parties. However, there are a few things you can do to enhance the experience and help make the interaction as smooth as possible. Here’s a quick guide on what to expect and how to prepare when working with interpreters:

1. Respect the First-Person Technique
Interpreters use the first-person technique for a reason: it keeps the conversation clear and precise. When they translate your words or the words of the other party, they speak as if they are the person talking, rather than saying “He said…” or “She said…”. This method ensures that nothing gets lost in translation and makes the exchange more direct. So, when working with an interpreter, don’t be alarmed if they use “I” when speaking for the other party—it’s part of the process!

2. Don’t Talk Too Fast
It’s important to remember that your interpreter is human, not a machine. They need time to listen, process, and then translate the message. Speaking too quickly can lead to missed or unclear translations. To make things easier, try to maintain a natural pace and allow the interpreter enough time to convey each message accurately. Slowing down a bit goes a long way in ensuring clarity.

3. Be Loud and Clear
Especially over the phone, clear communication is essential. If the interpreter can’t hear you well, they may miss parts of the conversation or need to ask for repetition. Speaking loudly, clearly, and enunciating your words can make the interpreter’s job much easier. Also, if you’re in a noisy environment, try to find a quieter space to reduce distractions and ensure smooth communication.

4.Take Turns in Conversations
If there’s more than one person involved in the conversation, it’s crucial to take turns speaking. When people speak over one another, it becomes nearly impossible for the interpreter to follow along and translate correctly. To prevent confusion, allow each person to finish their thought before the next one starts. This way, the interpreter can provide an accurate and complete translation for everyone.

Remember, interpreters are there to facilitate communication, not to change or edit the message. By respecting their techniques and following these simple guidelines, you’ll make the interpreting experience smoother and more efficient for everyone involved. With clear, respectful communication, your interpreter will be able to provide the best possible service, ensuring that language is never a barrier.

About Us

At Homeland Language Services, we specialize in providing high-quality language solutions that bridge communication gaps across various industries. Whether through over-the-phone, video remote, or onsite interpreting, we ensure that language barriers are broken down with precision and professionalism.

Our team of experienced interpreters, spanning numerous languages and cultures, is dedicated to delivering clear and effective communication, no matter the situation.

For more information about our services, visit https://www.homelandlanguageservices.com or contact us today to find out how we can help with your language needs.

Interpreters often find themselves in the middle of emotionally charged conversations. Whether it’s interpreting the loss of a patient, discussing a sensitive topic like abortion, or delivering bad news, the emotional toll can be significant. These moments not only impact the clients but can also deeply affect the interpreter, making emotional regulation and self-care essential for maintaining professionalism and mental well-being.

Understanding the Emotional Impact

Handling sensitive topics as an interpreter requires more than linguistic skills; it demands emotional resilience. The content of the conversation may trigger personal emotions or even memories for the interpreter. It’s important to acknowledge that being present in such moments is a privilege but can also be emotionally taxing.

The clients on both sides of the call may react in different ways—shock, grief, anger, or even silence. Interpreters must not only facilitate the communication of these emotions but also ensure they do not absorb them. While the role is to act as a neutral party, it can be challenging to maintain detachment from these human moments.

Practical Tips for Managing Emotions During Sensitive Calls

1. Prepare Mentally Before Calls

If you know the topic ahead of time, prepare yourself emotionally. Take a few moments to center yourself through deep breathing or mindfulness exercises. Recognizing that the call might be challenging can help you mentally brace for the content without being caught off-guard.

2. Use Grounding Techniques

Grounding yourself during emotionally heavy calls can help maintain focus and professionalism. Techniques such as silently naming objects in the room, feeling your feet on the floor, or focusing on your breath can provide a sense of stability during moments when emotions run high.

3. Stay in the 1st Person

Maintaining professionalism is especially important when the conversation turns difficult. Stay disciplined in your interpreting by adhering to the 1st-person technique, which helps keep the communication direct and impersonal. This approach creates distance from the emotions while ensuring accuracy and transparency.

4. Take Pauses When Necessary

If a call becomes overwhelming, it is okay to ask for a brief pause. For example, in healthcare settings, interpreters can request a short break to recompose. Most clients will understand that some topics require brief moments to process, and taking these breaks can help you maintain your composure and ensure that the interpretation remains accurate and clear.

The Importance of Self-Care Post-Call

After handling an emotionally draining call, interpreters should prioritize self-care. Just as clients need support after hearing difficult news, interpreters need time and strategies to process their own emotional responses.

1. Debrief and Reflect

If possible, find a trusted colleague or supervisor to debrief after the call. Sharing your experience in a confidential setting can help you release some of the emotional weight. Reflecting on how you felt during the call can provide insights into what triggered strong emotions and how you can better manage them in the future. In our case, we introduced the Employee Assistance Program (EAP) where interpreters can reach out for any kind of help in a diverse arrange of topics.

2. Practice Self-Compassion

Interpreters are human, too. It’s natural to feel empathy, sadness, or even frustration during difficult conversations. Practicing self-compassion—acknowledging your emotions without judgment—can prevent emotional burnout. Remind yourself that doing this work is challenging, and it’s okay to feel affected by it.

3. Engage in Physical and Mental Relaxation

After intense calls, take time for activities that help relax both your mind and body. Whether it’s taking a walk, practicing yoga, meditating, or simply disconnecting for a while, these activities can help restore balance. Prioritize getting enough rest and maintaining healthy boundaries between work and personal life.

Professionalism and Empathy: Finding Balance

Maintaining professionalism doesn’t mean shutting off empathy. In fact, showing compassion through your tone and nonverbal cues can provide comfort to clients. However, this must be balanced with emotional regulation to prevent the interpreter from becoming too involved in the situation.

Interpreters should always strive to create a supportive communication environment without crossing professional boundaries. For instance, while it’s okay to express understanding through neutral phrases like “I understand,” avoid personalizing the conversation or offering personal advice. Your role is to facilitate communication, not to counsel the clients.

Building Emotional Resilience Over Time

The more experience you gain interpreting sensitive topics, the better you’ll become at managing emotions. Over time, you will develop emotional resilience—the ability to navigate difficult situations while maintaining inner calm.

However, this resilience needs to be nurtured. Regular self-care, building a support system, and setting personal boundaries are key practices for long-term success as an interpreter handling emotionally intense conversations.

Interpreting sensitive topics such as abortion, the loss of a patient, or delivering bad news is never easy. It requires emotional strength, professionalism, and care for both the clients and yourself. By practicing grounding techniques, maintaining professionalism through the 1st-person method, and prioritizing self-care, interpreters can handle these emotionally charged moments with grace while protecting their own well-being.

As interpreters, you serve as the bridge between individuals navigating some of the hardest moments of their lives. While this is an incredible responsibility, it’s equally important to care for your own mental and emotional health to continue offering the best possible service.

In the world of interpreting, using the first-person perspective is a fundamental skill that ensures clarity, accuracy, and professionalism. First-person interpreting, where the interpreter speaks as if they are the client or speaker, fosters direct communication between the parties involved and creates a more authentic experience. However, mastering this technique requires more than just translating words—it involves an understanding of proper etiquette, a keen awareness of the situation, and an ability to manage interactions smoothly.

At Homeland Language Services, we believe in providing interpreters with the tools and knowledge they need to excel in this field. Below, we’ve outlined tips on how to master first-person interpreting and guidance on how interpreters can help clients effectively use this method.

Why Use First-Person Interpreting?

Using the first-person perspective enhances the accuracy of the interpretation and maintains the speaker’s tone and intent. It’s as if the interpreter becomes the speaker, ensuring the message is conveyed exactly as intended. For example, if the client says, “I need help with this form,” the interpreter will say, “I need help with this form,” not, “He/she says they need help with the form.” This technique helps reduce confusion and keeps communication direct and personal.

How to Handle First-Person Interpreting: Key Strategies

a. Introduce the Concept to Clients

Before beginning an interpreting session, especially with clients who may be unfamiliar with the process, it’s crucial to explain that you will be interpreting in the first person. Let the client know that this approach ensures clear and effective communication, and that you will be using the exact words they say as if you are them. This simple clarification sets the expectation and prevents misunderstandings during the session.

b. Stay Consistent

Consistency is key when using first-person interpretation. Whether you’re interpreting a conversation in person, over the phone, or through video, ensure that you maintain the first-person perspective throughout the entire interaction. If you switch between first and third person, it can lead to confusion and disrupt the flow of communication.

c. Handle Emotional or Sensitive Situations with Care

Interpreting sensitive topics like medical issues, legal concerns, or emotional distress requires extra care. Using first-person perspective in these situations can make the interaction more personal and potentially intense. To navigate these moments, maintain professionalism, show empathy, and keep the focus on delivering the message exactly as it is conveyed by the speaker.

How to Properly Address Clients About Using the Service

a. Setting the Stage for First-Person Interpreting

When working with clients, it’s essential to explain the benefits of first-person interpreting upfront. You might say something like:
“For clear communication, I will be interpreting in the first person, which means I will speak as if I am you. This helps both parties feel as though they are speaking directly to each other, ensuring nothing is lost in translation.”

This simple yet effective explanation ensures clients understand the process and are comfortable with it.

b. Encouraging Clients to Speak Directly

Remind the client to speak as though they are addressing the other party, not the interpreter. For example, if they need to ask a question, encourage them to look at and address the other person, even though you will be speaking. This reinforces the idea that the conversation is between the client and the other party, with you acting as the facilitator.

c. Handling Requests for Clarification

There may be times when a client addresses the interpreter directly for clarification or assistance. In these instances, politely remind the client to continue speaking to the other party and that the interpreter is there to facilitate communication, not to give advice or opinions. An example would be saying:
“Please continue speaking to the doctor, and I will interpret what you say.”

Common Challenges and How to Overcome Them

a. Avoiding Third-Person Slip-Ups

Even experienced interpreters can slip into using the third person, especially during fast-paced or emotionally charged conversations. To avoid this, practice active listening and be mindful of your role as the voice of the client or speaker. If you catch yourself using the third person, correct it immediately and continue with the first-person perspective.

b. Dealing with Interruptions

In some cases, clients or other parties may interrupt the interpretation. If this happens, remain calm and professional. Politely remind the person speaking to allow the conversation to flow without interruption, as this ensures all information is accurately conveyed.

c. Clarifying Unfamiliar Terminology

If a term or phrase is unclear, it’s okay to ask for clarification. However, be sure to do this in the first person as well, by saying something like:
“Could you please clarify what you mean by this term?”
This keeps the conversation flowing naturally without breaking the first-person approach.

Mastering first-person interpreting is essential for delivering professional and accurate services. By setting clear expectations with clients, staying consistent in your interpretation, and handling challenging situations with care, you ensure a seamless and effective communication experience.

At Homeland Language Services, we’re dedicated to empowering interpreters with the skills they need to succeed. By embracing first-person interpreting, you not only improve your own proficiency but also help foster clear and meaningful connections between clients.

In a world that grows more connected by the day, the role of interpreters often goes unnoticed. Yet, they are the invisible threads holding together the fabric of communication, enabling people to access essential services, from medical care to legal assistance, without the barrier of language. At Homeland Language Services, we recognize our interpreters as everyday heroes, quietly stepping in to bridge gaps and empower those whose voices might otherwise be lost.

Interpreting: More Than Just Words

Interpreting is more than simply translating words from one language to another. It requires emotional intelligence, cultural sensitivity, and quick thinking. Interpreters are trusted with conveying not just the message, but the intent, emotion, and meaning behind every sentence. Lautaro Castillo, one of our interpreters at Homeland Language Services, perfectly captures this when he describes interpreting as a superpower:

“Interpreting might not come with a cape, but it definitely feels like a superpower. We help people access important services and information that they might otherwise miss out on due to language barriers. Whether it’s a medical appointment or a legal matter, interpreting opens doors and provides opportunities. By removing language barriers, we help make sure everyone’s voice is heard and respected, which fosters a more inclusive and fair environment for everyone involved.”

This role is essential, particularly in critical situations where misunderstandings could have serious consequences. Whether it’s a life-or-death emergency in a hospital or a legal decision that will impact a person’s future, interpreters stand at the frontlines, ensuring that nothing is lost in translation.

The Heroes in Action

While the work of interpreters is often done behind the scenes, there are moments when their impact is undeniable. Lautaro Castillo recalls such an instance, where he found himself interpreting during the birth of a child over the phone:

“I recently had the opportunity to interpret for a midwife during a childbirth over the phone, which was both challenging and deeply rewarding. I needed to be flexible and attuned to the patient’s emotional and physical needs. Although there were times of uncertainty, knowing that a healthy baby was born made the experience immensely gratifying. It’s a sense of accomplishment that I will always treasure.”

In that moment, Lautaro wasn’t just an interpreter; he was a vital part of the team, ensuring the mother’s comfort and the successful delivery of the child. It’s situations like these that demonstrate the profound influence interpreters can have on people’s lives.

Why Interpreters Matter

The importance of interpreters cannot be overstated. Their work facilitates clear communication across cultures, languages, and emotions. They ensure that individuals can express their needs, make informed decisions, and feel heard, no matter where they come from or what language they speak. In medical, legal, and educational settings, their contributions are crucial to fostering equity and inclusion.

At Homeland Language Services, we believe that interpreters are, indeed, the heroes behind the scenes. They don’t wear capes, but their work saves lives, solves problems, and breaks down barriers. Through their dedication and skill, they make the world a more connected and understanding place—one word at a time.

As Lautaro said, if you ever need someone to dive deeper into the details, an interpreter is there to help. Just like a true hero, they are always ready to step in when needed.

At Homeland Language Services, we often witness incredible stories of personal growth and professional development. One such story is that of Facundo Centeno, whose path from a passionate interpreter to a dedicated team leader inspires us all.

Facundo’s journey began unexpectedly. He recalls, “When I first applied to Homeland, I was completely unaware of what I was getting into. I was trying to get a programming job and had no idea that interpretation work even existed.” This twist of fate, however, turned out to be a blessing in disguise. Facundo found a career that not only resonated with his passions but also aligned with his natural inclination to help others. He shares, “I have always been a person who leaves everything to help, and I am fascinated with the idea of speaking English and connecting people that don’t.”

A New World of Connections

Facundo’s initial experience as an interpreter opened up a world he never knew existed. “Once I started actually interpreting, it was fascinating—a brand-new world,” he says. He became the bridge for individuals who needed support during crucial moments, from emergencies to hospital visits to school districts seeking assistance. Every call mattered, and his ability to speak different languages became a lifeline for many.

One of the most rewarding parts of the job for Facundo was witnessing how much people appreciated the help. “Most people are super happy to get assisted,” he notes. His background and knowledge of different countries’ situations also proved to be an asset, as it allowed him to connect with people on a deeper level. Yet, despite the rewarding nature of the work, Facundo felt one significant downside: “The people that I helped—I never knew from them again, and that sucked.”

The Shift to Leadership

Then, one day, in the middle of an interpreting session, Facundo received a notification that would change his professional trajectory. His supervisor needed to speak with him. “You can imagine my nerves,” he admits, thinking of all the possible reasons behind the meeting. But to his surprise, it wasn’t an ordinary conversation—it was an opportunity for a promotion.

Facundo was being offered a leadership position, transitioning from helping random people during calls to supporting his coworkers as a team leader. “I was not going to help random people anymore; I was going to help my coworkers,” he reflects, describing his excitement. In this new role, Facundo could continue doing what he loved—helping others—while also providing guidance, mentorship, and support to his colleagues.

A Role That Combines Passion and Purpose

Facundo’s new position as a team leader has been nothing short of fulfilling. “During these months, I have been super happy to participate in this team,” he shares. As a team leader, Facundo not only continues to foster a culture of collaboration but also finds new ways to improve processes and encourage innovation among his peers. “They have helped me skyrocket my imagination and help my fellow coworkers. I now have the best of both worlds—I get to help people and follow up with them.”

In his current role, Facundo embodies the core values of Homeland Language Services: dedication, empathy, and the drive to make a meaningful impact. His journey from interpreter to team leader demonstrates how unexpected opportunities can lead to personal growth and professional success. Facundo’s story is a testament to how passion, commitment, and a genuine love for helping others can shape not just individual careers, but entire teams.

A Bright Future

As Facundo continues his journey with Homeland Language Services, we are proud to see how his leadership is making a difference, both for his colleagues and for the countless people who rely on our services. His story is a reminder that the paths we least expect often lead to the most rewarding destinations.

At Homeland Language Services, we celebrate stories like Facundo’s and remain committed to supporting the growth and success of all our team members. Here’s to more inspiring journeys ahead!