Introduction

Welcome back to our exploration of essential soft skills for VRS (Video Relay Service) interpreters (click here for part 1).  In this second part of our series, we'll go into 5 more crucial soft skills that every VRS interpreter should cultivate to excel in their role. These skills enhance professionalism while ensuring effective communication between Deaf and hearing individuals. Let's continue our journey by uncovering these 5 additional soft skills and understanding their significance in the interpreting profession.

6. Ethics and Professionalism

Upholding ethical standards and professionalism is a fundamental soft skill in the interpreting profession. This soft skill can be fostered through education, training, and a commitment to professional conduct. Adhering to a strict code of ethics ensures the integrity and reliability of an interpreter’s work.

When VRS interpreters possess the soft skill of ethics and professionalism, they practice:

• Respecting professional boundaries, avoiding any inappropriate relationships or interactions with consumers. This includes not sharing personal information or becoming overly familiar with consumers.
• Adhering to confidentiality guidelines, ensuring that all information shared during interpreted calls remains confidential. This is crucial in building trust with consumers and maintaining the integrity of the interpreting profession.
• Maintaining neutrality, not inserting personal opinions or biases into their work. This impartiality is essential for accurately conveying messages between parties without distortion.
• Engaging in ongoing education and training to stay current with best practices, ethical standards, and advancements in interpreting technology. This commitment to professional growth reflects a dedication to excellence in their work.
• Demonstrating cultural sensitivity and respect in order to recognize and honor the diverse backgrounds of consumers.   This sensitivity is vital in fostering an inclusive and respectful communication environment.
• respectful communication environment.Following established codes of conduct and ethical guidelines, such as those provided by professional organizations like the Registry of Interpreters for the Deaf (RID). These codes outline the standards and expectations for behavior and performance in the field.

By embodying the qualities of this soft skill, VRS interpreters ensure effective communication and  uphold the standards of their profession.  They also contribute positively to the overall perception and reliability of VRS services.

A VRS Inside Look:

Deaf consumers sometimes express a desire to connect with their VRS interpreter on a more personal level, asking for the interpreter's name or location. In these situations, it's essential for VRS interpreters to maintain professionalism by not sharing personal details. This adherence to ethical standards and professionalism helps ensure neutrality and integrity in the VRS environment.

7. Empathy

Developing empathy involves actively listening and understanding consumers’ perspectives. This soft skill can be nurtured through personal experiences and reflective practices. Empathy helps interpreters to connect with consumers on a deeper level and provide more compassionate service.

When a VRS interpreter possesses the soft skill of empathy, they practice:

• Active listening by attentively listening to the Deaf caller's concerns and emotions, ensuring that they accurately convey both the content and tone of the message. This helps the interpreter understand the emotional context of the conversation, which is crucial for effective interpretation.
• Understanding context and emotion through empathy.  Interpreters pick up on subtle emotional cues and context, ensuring they accurately convey not just words but also the intended sentiment. They are mindful of the caller's feelings and adjust their tone and manner accordingly.
• Exhibiting patience and empathetic listening, especially during emotionally charged or complex calls, is essential for building trust and comfort with the consumer. Calm and respectful communication fosters a more positive interaction, encouraging patience and understanding. This approach helps create a supportive environment, making the consumer feel understood and respected.
• Cultural sensitivity and understanding of the unique challenges and experiences of Deaf individuals. This understanding helps interpreters to be more effective in their role and respectful in their interactions.
• Focusing on providing non judgmental, accurate and impartial interpretations to ensure their personal biases do not affect their work. This helps keep communication clear and unbiased.

A VRS Inside Look:

VRS calls can vary widely, from professional business meetings to highly emotional personal conversations. After a call concludes, consumers sometimes express their feelings to the VRS interpreter. In these moments, it's important for interpreters to acknowledge the emotions expressed without passing judgment or taking a stance. They can show kindness and sensitivity, helping consumers feel understood while maintaining a neutral position.

8. Critical Thinking

Strengthening critical thinking soft skills involves practice in analyzing and processing information quickly. This soft skill can be developed over time with experience. Critical thinking enables interpreters to make quick and effective decisions in complex interpreting situations.

When VRS interpreters possess the soft skill of critical thinking, they practice:

• Problem-solving by quickly assessing and addressing unexpected issues during a call, such as technical difficulties or complex language nuances. They find effective solutions without disrupting the flow of communication.
• Employing analytical thinking by analyzing the context and content of conversations to accurately convey meanings.  This is especially true when dealing with idiomatic expressions, cultural references, or complex subject matter. This ensures that the interpretation is both accurate and relevant.
• Making informed decisions when conveying messages requires careful consideration of both linguistic and cultural elements. This decision-making process is crucial, particularly in nuanced or sensitive situations, where choosing the most appropriate signs or phrasing ensures accurate and respectful communication.
• Adapting their interpreting style to different callers, contexts, and communication needs. This includes adjusting for varying levels of language proficiency, regional sign language differences, or specific industry jargon.
• Making ethical decisions in real-time, such as maintaining confidentiality, handling conflicts of interest, or addressing situations where the caller's request may conflict with professional guidelines.
• Prioritizing essential Information during fast-paced or complex calls, ensuring that key points are conveyed accurately and clearly, even under pressure.
• Being open to feedback and using it constructively to improve their skills and approaches, continuously refining their interpreting practice.

Overall, critical thinking is a soft skill that enhances a VRS interpreter's ability to provide precise, culturally appropriate, and contextually relevant interpretations.  This ensures effective communication between Deaf and hearing individuals.

A VRS Inside Look:

In the VRS environment, teaming is an essential aspect where interpreters work closely with each other to ensure smooth and accurate communication. This sometimes involves the “off” interpreter looking up technical vocabulary or unknown concepts to aid the “on” interpreter in delivering the information as it was intended.  This problem solving approach enhances the overall quality of interpretation and helps maintain a seamless experience for the consumers.

9. Adaptability

Being adaptable requires practice in handling a variety of situations and calls, and developing the ability to adjust quickly to new contexts. This soft skill is crucial in a dynamic VRS environment where interpreters must be ready to switch gears and handle different types of calls seamlessly.

When VRS interpreters possess the soft skill of adaptability, they practice:

• Adjusting communication styles by quickly modifying their signing style to match the needs of different callers, whether the caller prefers a more formal or informal tone, has a specific regional sign language variation, or requires simpler language for clarity.
• Handling diverse situations because they are capable of interpreting a wide range of topics, from technical jargon in professional calls to casual conversations. This flexibility ensures they can effectively communicate across various subjects without losing the intended meaning.
• Responding to technological changes by smoothly transitioning between different technologies. They can quickly learn new systems and tools, ensuring minimal disruption in service during updates or changes in technology.
• Managing unexpected challenges so that they remain calm and resourceful when faced with unexpected situations, such as a sudden change in the call's subject matter, emotional intensity, or technical issues. Their ability to think on their feet helps maintain a smooth flow of communication.
• Sensitivity to the cultural nuances of both Deaf and hearing communities, adjusting their interpreting approach to respect cultural norms and preferences.
• Shifting between roles such as call operator and VRS interpreter. The interpreter’s ability to seamlessly transition between these roles ensures the call is handled efficiently and the consumer is able to easily conduct their business via the telephone.
• Continually learning by staying updated with new developments in both the interpreting field and the broader societal context, such as changes in legal terms, medical terminologies, or social norms, ensuring their interpretations remain relevant and accurate.

Overall the soft skill of adaptability enables VRS interpreters to provide high-quality, responsive service in a dynamic and often unpredictable environment. This ensures effective and accurate communication for all parties involved.

A VRS Inside Look:

Adaptability in the VRS setting involves making adjustments to meet the specific needs of consumers. For instance, if two Deaf individuals are on a call and each prefers a distinct voice to represent them, the interpreter may need to bring in a team member to handle the second voice. This flexibility ensures that the communication experience is personalized and effective, demonstrating the importance of being adaptable in various interpreting scenarios.

10. Stress Management

Managing stress effectively is often the most challenging soft skill to develop. It requires consistent practice, self-awareness, and techniques for coping with high-pressure environments. Effective stress management ensures that interpreters remain calm and composed, even in the most demanding situations.

When VRS interpreters possess the soft skill of stress management, they practice:

• Staying calm under pressure such as interpreting emotionally charged conversations or managing technical issues during calls. Effective stress management helps them remain composed and focused, ensuring clear and accurate communication.
• Maintaining professionalism regardless of the nature of the call.  This avoids letting personal feelings or stressors interfere with their performance, ensuring they provide a consistent and reliable service.
• Managing time efficiently allows interpreters to handle a high volume of calls without feeling overwhelmed. They prioritize tasks, take necessary breaks, and balance their workload to prevent burnout.
• Recognizing the importance of self care by participating in regular exercise, mindfulness, and engaging in hobbies.  These are essential means of managing stress and unwinding. Incorporating these practices into daily life is key for recharging one’s batteries and maintaining overall well-being.
• Seeking support when needed, whether from supervisors, colleagues, or mental health professionals. They understand the value of discussing challenges and seeking guidance to maintain their mental health.
• Quickly adapting to unexpected changes or challenges, such as a shift in the conversation's tone or handling complex subject matter. This adaptability helps them navigate stressful situations more effectively.
• Maintaining clear and effective communication, even under stress, with all parties involved. They can manage the flow of the conversation and clarify any misunderstandings, ensuring that the interpreting process remains smooth and accurate.

By managing stress effectively, VRS interpreters can provide high-quality service consistently, contributing to a positive experience for both Deaf and hearing individuals involved in the communication.

A VRS Inside Look:

In the VRS setting, interpreters encounter a wide range of calls, including challenging and emotionally taxing calls. For example, after a VRS interpreter handles a highly stressful 911 call, it is important for that interpreter to take some time off the phone to decompress. This decompression helps manage any vicarious trauma and ensures the interpreter is ready to handle subsequent calls effectively.

Conclusion

Cultivating these soft skills can significantly enhance a VRS interpreter’s ability to perform their job effectively and provide high-quality service to their consumers. By continuously working on these skills, interpreters can ensure they are well-prepared to handle the diverse and dynamic nature of their role.

Call to Action

Which soft skills do you find to be the most important for VRS interpreters to possess?  Let’s continue the conversation and support each other in this rewarding profession!