Training service providers to work effectively with interpreters through educational videos

Abstract

Abstract 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.