Hello, fellow language professionals! Here at Homeland Language Services, we know that interpreting is so much more than just converting words from one language to another. It’s about building understanding, facilitating critical communication, and ensuring every voice is heard clearly.

But let’s be honest: sometimes, it can feel a little crowded. Juggling two or more speakers, managing different paces, and ensuring accuracy under pressure is no small feat. Have you ever found yourself in one of these situations?

• The parties start talking over each other, and you can’t keep up.
• A speaker goes on a five-minute monologue without pausing, and your notepad is full.
• Cultural nuances are getting lost, leading to potential misunderstandings.
• The conversation becomes emotionally charged, and it’s hard to remain neutral while keeping things on track.
  
  

If you’ve nodded along, you’re not alone!

Controlling the flow of a call is one of the most challenging yet essential skills for a professional interpreter. It’s not about dominating the conversation but about guiding it to ensure clarity and accuracy for everyone involved.

So, how do you gently but firmly take the reins? Here are some practical tips and phrases to help you master call control.

Your Interpreter Toolkit: Tips for Effective Call Control

1. Establish Your Role at the Beginning.

Before the substantive conversation begins, take a moment to briefly explain how the interpreted conversation will work. This sets expectations and makes it easier to intervene later.

What to say: “Hello, my name is [Your Name], and I will be your interpreter today. To ensure accuracy, I request that both speakers keep their segments brief and pause often to allow for interpretation.”

2. Use the “Pause and Chunk” Method.

Politely interrupting a long-speaking party is a fundamental skill. Don’t wait for a natural stopping point that may never come, especially if details are getting lost.

What to say: “I apologize for the interruption. To interpret accurately, I need you to pause after every one or two sentences.” Or simply: “Please pause.”

3. Manage Emotional Temperature.

In heated situations (e.g., a medical diagnosis or a legal dispute), emotions run high. Your calm, steady voice is the anchor. If voices are raised and speakers are talking over each other, you must intervene.

What to say: “I understand this is an important discussion. For me to interpret everything accurately, it is essential that we speak one at a time.”

Scenarios in Action: Why Call Control is Crucial Let’s see how these techniques play out in real-world scenarios.

Scenario 1: The Medical Appointment A doctor is explaining a complex surgical procedure to a patient, speaking for three full minutes without pausing. This is especially critical for video remote interpreting in healthcare settings, where clarity is paramount.

Without Control: The interpreter tries to remember everything, misses key details about risks and aftercare, and the patient is left confused and anxious.

With Control: After the first 20 seconds, the interpreter interjects: “Doctor, I apologize for interrupting. To ensure the patient fully understands the procedure, could you please pause after each step so I can interpret accurately?” The doctor pauses, the interpretation is clear, and the patient can ask informed questions.

Scenario 2: The Business Conference Call During a contract negotiation, both sides are making rapid-fire points, excitedly talking over each other.

Without Control: The interpreter can’t determine who is speaking or what the latest offer is. crucial negotiation points are lost in the crossfire, potentially derailing the deal.

With Control: The interpreter says firmly: “Excuse me, may I have everyone’s attention? For the interpretation to be effective, I need each speaker to state their point clearly and one at a time. Let’s start with you, Mr. Smith.” This restores order and ensures all arguments are heard and understood.

Your Growth is Our Priority 

Mastering call control is a journey that blends technique, confidence, and practice. It’s about advocating for the process of communication itself to serve your clients best.

At Homeland Language Services, we are committed to supporting you on this journey. That’s why we offer specialized, ongoing training sessions that cover these exact skills, including role-playing difficult scenarios, advanced techniques for managing challenging calls, and workshops on cultural competency.

We believe that by empowering you with the right tools and continuous learning opportunities, we can elevate the standard of interpreting together, ensuring every conversation you guide is a bridge to understanding.

Ready to hone your skills? Keep an eye on your inbox for announcements about our next training session!