Being a medical interpreter is a challenging yet rewarding profession. We bridge the gap between healthcare providers and Limited English Proficiency (LEP) person, ensuring clear communication in critical moments. However, the job is not without its challenges, especially when dealing with rude clients, dismissive behavior, or misunderstandings involving patients’ families. Here’s how to navigate these difficult situations with professionalism and confidence.
Dealing with Dismissive Clients
There are moments when we overhear clients discussing whether they still “need this thing,” and we wonder if they’re referring to us. It’s easy to feel disrespected or dehumanized when clients fail to recognize that there’s a person behind the interpretation. While we can’t control how others perceive us, we can control our response.
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Maintain professionalism, even if you feel disregarded.
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Politely assert your presence when necessary (e.g., “The interpreter is still on the line if you need further assistance”).
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Remind yourself that your role is crucial, even if others don’t always acknowledge it.
Similarly, when clients hang up abruptly without acknowledging us, it can feel dismissive. While it may not always be intentional, acknowledging the interpreter’s role should be standard practice. However, instead of taking it personally, recognize that clients may be moving quickly between tasks and may not always follow ideal etiquette. When appropriate, a simple “Thank you for using our service” before ending the call can serve as a subtle reminder that interpreters are professionals deserving of courtesy.
Handling Family Members Who Insist on Interpreting
It’s common to encounter family members who try to take over the interpretation or even challenge our accuracy. One of the most frustrating moments is when a family member incorrectly claims that we have misinterpreted the patient’s words.
For instance, when a patient in their language says, “My phone is not working,” and you interpret it exactly as spoken, yet a family member insists the patient said, “I am unable to download the app,” it’s crucial to stand by your rendition while remaining professional:
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Calmly state: “I stand by my rendition. The patient explicitly said, ‘My phone is not working,’ which directly translates to ‘My phone is not working’ in English.”
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If necessary, invite the provider to clarify the patient’s exact meaning rather than engaging in a debate.
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Remember that family members may be emotionally involved and may misinterpret their role in the communication process.
Why Do Clients or LEP Families Disrespect Interpreters?
Recently, I received messages asking why clients, LEP persons, and their family members disrespect interpreters so much and how we should deal with such situations. The truth is, that many people simply do not understand the complexities of our work. They may see us as a tool rather than as professionals providing a critical service. In some cases, frustration with the medical system or personal stress can cause them to misdirect their emotions toward the interpreter.
The best way to handle this is to:
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Maintain a firm but professional tone when asserting your role.
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Remind them that your job is to provide accurate interpretation without bias.
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Set boundaries and refuse to engage in unnecessary conflict.
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Seek support from colleagues or supervisors when dealing with extreme cases of disrespect.
Maintaining Professionalism and Self-Care
Despite these challenges, it’s important to maintain professionalism and not internalize disrespect. Here are some key reminders:
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Set emotional boundaries – It’s okay to feel frustrated but don’t let it affect your confidence or self-worth.
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Remind yourself of your purpose – You are there to facilitate communication and ensure accurate understanding, not to win arguments.
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Seek support when needed – Talk to colleagues who can relate and share strategies for handling difficult encounters.
While it’s natural to feel slighted when clients treat interpreters as an afterthought, we must remember our role’s importance. Even if they don’t always express appreciation, the work we do is essential. By maintaining professionalism, standing by our accurate interpretations, and not taking rudeness personally, we can continue to serve with integrity and confidence.
After all, we are not just “that thing”, we are professionals, and our work has real value.
Disclaimer: The views and opinions expressed in these blog entries are solely those of the author and do not necessarily reflect the official policy or position of the company. Any content provided by the author is of their opinion and is not intended to malign any religion, ethnic group, club, organization, company, individual, or anyone or anything.