Employee Guidelines

1. Day Commerce, Inc. Day Translations Your Spanish Translation Employee Guidelines A helpful resource to help you excel! Geared towards: Interpreters

3. Message from the President Thank you for your desire to work for us. Day Commerce, Inc. and its subdivisions were founded under the principles of hard work, determination and a desire to succeed. Our products, translation and interpretation services, are bridging the gap between cultures worldwide. As a freelancer of Day Commerce, Inc. and its subdivisions you will be required to contribute to our goals of success and commerce. As an interpreter it’s very important to understand the importance of professionalism and being on time. Please read through these guidelines carefully and thoroughly. They have been provided for your benefit. We took a lot of time and thought into making these as detailed as possible to provide you with a clear image of our company. Sean P. Hopwood, MBA, President

4. Disclaimer Day Commerce, Inc. and its subdivisions will comply with all applicable federal, state, and local requirements established to provide equal opportunity in employment for all qualified persons, to prohibit discrimination in employment because of race, color, sex, age, national origin, physical or mental handicap. As a member of our team, you will be expected to contribute your talents and energies to improve the quality and services of our company. In return, you will be given opportunities to grow and advance in your career. The key required for employment, and compensation are performance and good team work.

5. Confidentiality Agreement All information obtained while working at Day Commerce, Inc. and its subdivisions is confidential, and the privacy of the company and all clients must be respected at all times. • No work done for use by Day Commerce, Inc. and any/all of its subdivisions is to be passed on to any third parties. • No personal documents of Day Commerce, Inc. and any/all of its subdivisions are to be passed on to any third parties. This entails guidelines, translation work, client information, translator information, company documents, etc. • Failure to comply with these will result in a breach of contract and due for immediate dismissal. If need be, further legal actions can and will be reinforced. IN AGREEANCE WITH THIS STATEMENT: BY WORKING WITH DAY TRANSLATIONS, YOU ARE AGREEING TO KEEP ALL CLIENT INFORMATION PRIVATE AND CONFIDENTIAL.

6. About the company • Day Commerce, Inc. founding name • Divisions include: • Day Translations (Day or DT) • Your Spanish Translation (YST) • Traductor Mio • World Interpreting • Founder: Sean P. Hopwood • Date founded: March 8, 2007 • Locations: Worldwide

7. Basically it boils down to this: • Accuracy • Quality • Impeccable formatting • Professionalism • Timely delivery • Details, details, details…

8. Importance of Positive Feedback • When we think positively, many times the results will also end up positive. • Perceive, and to hope only good things • One aspect of being positive is to give positive answers; meaning YES!

10. The Interpreter • As the person in this position YOU REPRESENT our company. • The way you act should reflect the goals of this company. • Language is often the point at which the provider and their client meet. You are there to serve as a bridge to overcome the language barrier, allowing communication between the provider and their client without directly interfering the flow of communication.

11. Interpretation Types • Consecutive This mode of interpretation is the most utilized in medical and informal legal settings. Speaker and interpreter take turns speaking. It is important that the interpreter controls the flow of communication by requesting manageable segments of information. • Simultaneous This mode of interpretation is frequently used in legal, conferences, psychiatric and other formal settings. The interpreter speaks into a microphone that projects to headsets as the speaker speaks, with usually just one sentence behind. • Summary/Paraphrasing This mode of interpretation is not recommended for the medical setting because it frequently causes omissions, assumptions and distortions that compromise the quality of the interpretation. Speaker speaks for a while then the interpreter summarizes what the speaker said.  • Relay Interpreting This interpreting mode requires the use of two interpreters. It is used when no direct source or target language is available. Example: from Nahuatl to Spanish to English.

12. Roles of the Interpreter • Conduit In this role the interpreter provides literal and accurate interpretation from one language to another. The interpreter should avoid jargon and use plain language. It is the main role for interpreters. • Clarifier In this role the interpreter tries to explain terms used by the provider that may not have a literal interpretation. It is important that the interpreter understands the information before interpreting it. Once the information is communicated the interpreter ensures that both parties understood it accurately.

13. Roles of the Interpreter • Cultural Broker In this role the interpreter steps out of the conduit role, to address a gap in the understanding of the provider caused by the different cultural backgrounds. Culture frames our perceptions and interactions. To avoid confusion the interpreter offers an explanation that takes into account the cultural context to improve the communication and flow of information. As usual the interpreter should check for understanding after the intervention and promptly return to the conduit role • Advocate Occasionally, you may be cast in the role of “advocate.” In this role the interpreter may decide that the system is not meeting the needs expressed by the client/patient so, he/she needs to advocate for the client/patient. The interpreter should encourage clients/patients to act on their own behalf and support them without influencing their decisions. To be effective in this role, interpreters must be tactful and avoid alienating providers and staff.

14. Qualities of the Interpreter • Committed to assisting others • You need to have a desire to be there, your attitude greatly influences the outcome of the conversation. • Maintains a professional behavior at all times • This entails arriving 15-30mins earlier, dressing in a professional manner, and introducing yourself to both the provider and their client before commencing the interpretation. • During your introduction explain your role, and ask the provider and their client to speak slowly, and in short sentences so that it will allow you to interpret everything. By letting them know this ahead of time, it will make the flow of the interpretation much easier.

15. Qualities of the Interpreter • Asks questions to clarify or whenever in doubt • Do NOT assume anything! • If there is a word that you do not understand ask for more details so that you may provide an accurate interpretation • If you did not hear something, ask the person to please repeat themselves • If the person is talking too fast for you to gather all the information, ask them to slow down • Is reliable • This entails researching any terminology that you may be unfamiliar with the night before the interpretation. • Confirming the interpretation with us and the provider. • Arriving on time, and following up.

16. Qualities of the Interpreter • Has a commitment to learning and practicing to become better • This means that if there is something you do not know, you should take the initiative to research it. • If your interpretation will be of a medical consultation and you are not very familiar with medical terminology in either the source or target language, you make sure you do your homework and have a wide understanding prior to the interpretation. • Is respectful to the provider and their client • You address the provider and their client by Mr/Ms and their last name. • Do NOT address anyone by their first name • You introduce yourself as an interpreter of Day Commerce, Inc. and/or its subdivisions

17. Qualities of the Interpreter • Maintains good communication skills • Includes listening skills, comprehension, has oral and written dimensions and is highly impacted by the tone of the delivery. • Body language can be your best friend or your worst enemy. • Gestures and facial expressions vary by culture and can be misinterpreted; Some cultures may show 'respect' or deference by' avoiding eye contact. It is important to recognize the difference between "heard" and "understood“. You need to pause your conversation and ask if something was not understood if you notice: • Folded arms, heavy sighs, repositioning of the body away from you, lack of eye contact, drumming of fingers, repeated glances at wrist watch or clock, slumped shoulders, rolling of the eyes. 

18. Skills of the Interpreter • Proficient in both languages; grammar, semantics, national/regional differences •  Is able to accurately and idiomatically turn the message from the source language into the receptor language without any additions, omissions or other misleading factors that alter the intended meaning of the message from the speaker.  • Comprehends and is able to relate the terminology being used whether it be medical, legal, etc. • Is an active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. • Is culturally competent • Speed of reaction and ability to adapt without delay to speakers, situations and subjects. • Is impartial • Adheres to interpreter code of ethics

19. Interpretation Request • You will be emailed a request to interpret • Read the request and make sure you understand what is being asked • Be familiar with the date and time, subject of the interpretation, location, etc. • Email project manager accepting request • After confirmation is received, additional provider information will be emailed to you • Confirm interpretation with provider • Call the provider and introduce yourself as an interpreter of Day Commerce, Inc and/or its subdivisions. • Clarify the details of the interpretation

20. Before the Interpretation • Call our main office and client to confirm, 1 hour prior to the interpretation. • This serves as a safety net for you in case an interpretation has been cancelled last minute • Make sure you have researched terminology related to the subject. • Make sure you have our contact information readily available. • You can take a notebook with you with any notes you wrote down related to the interpretation to refer to, or to take notes during the interpretation to refer to. • These notes should be disposed of right after the interpretation • Make sure you take with you our interpreter package which consists of: • 2 Brochures • 2 Interpreter business card • 1 Flyer

21. Before the Interpretation • Arrive 15-30 min. earlier • Make sure you have clear directions on how to get to the place where the interpretation will be held • Turn off any devices which could cause any interruptions during the interpretation, and store them away. • This mainly applies to cell phones. Turn them off or switch them to silent mode, and do not bring them out while performing your duties as an interpreter. • This also includes any watches with alarms, music devices, or any type of beeping device. • Introduce yourself and your purpose

22. The Interpretation • Role of the interpreter • We like to explain the role of the interpreter with the triad scenario. • The triad includes: The provider, the client, and the interpreter. • Cultural Awareness • You should be familiar with cultural customs and beliefs that may come into question during the interpretation. • Code of Ethics • You should not try to contact the client unless it is done under the name of Day Commerce, Inc. and/or any of its subdivisions.

23. Interpretation Triad Notice that the role of the interpreter is merely a part of the triad, yet crucial.

24. Interpretation Triad • The Interpreter has a neutral role • You are a neutral creator of a bridge to understanding and to balance support between the provider and the client. • All persons in the triad need to be involved to enhance the interchange as well as to facilitate contact.

25. Interpretation Triad • The key to the interpretation triad is to have the provider and client relate primarily to each other. • You must manage the flow of communication between the provider and the client allowing them to interact primarily with one another. • You do have a neutral role but you must pay attention to the interpersonal dynamics between provider and client. • You can accomplish this by speaking in first person NOT in third person. This allows for the client and provider to speak directly to each other.

26. Improper Interpretation Triad Interpreter Provider Client What’s wrong??

27. Improper Interpretation Triad Communication is NOT mainly between the client and provider as it should be Interpreter is taking an active role, not a neutral role- this can be seen by the smiles between the provider and interpreter. Client most likely feels left out, and thus not very likely to be providing much information. Interpreter Provider Client

28. DO NOTs • Do NOT omit or add dialogue • Do NOT change the intended message • Do NOT simplify nor compromise the quality • Do NOT delete relevant cultural information • Do NOT replace the original message • Do NOT provide your personal opinion • Do NOT engage in extraneous discussions that exclude the provider or client

29. Proper Interpretation Setting Interpreter Client Provider

30. Proper Interpretation Setting Communication is mainly between the client and provider as it should be. You can see that eye contact is between provider and client. Interpreter is taking a neutral role. Interpreter has a professional role-attitude. Dressed professionally. This is key in allowing for the proper exchange of communication between the provider and client! Interpreter Client Provider

31. Proper Interpretation Setting Client Interpreter Provider

32. Proper Interpretation Setting Communication is mainly between the client and provider as it should be. You can see that eye contact is between provider and client. Interpreter is taking a neutral role. Interpreter is jotting down any details in case she needs to refer back to something. Client Interpreter Provider

33. Cultural Awareness Recognize that although the values, beliefs and behaviors of people from other cultures may be different from ours, they are equally valid and influence how they view problems and solutions. Recognize that culture is one of the many layers of who we are. Thus, understand that culture is a source of healing, strength and pride for many people. Avoid moralistic and evaluative judgments rooted in ethnocentrism, stereotyping, etc.

34. Cultural Awareness • The interpreter should have a familiarity with common, relevant social-cultural assumptions, and circumstances that may impact the provider-client interaction. • This includes knowledge of specific cultural concepts. • It is important to sense when culturally based beliefs are affecting the perception of the individual so that you may be able to articulate these cultural differences or practices. • Follow this link and skip to 3:31 minutes • http://www.youtube.com/watch?v=cNDVw9cA6Qc&feature=related

35. Code of Ethics • Interpreters shall maintain confidentiality in all assignment-related information. • Interpreters shall select the terms and language that most accurately convey the content and spirit of what is being said. • Interpreters shall refrain from accepting an assignment when professional skills, family, or close personal or professional relationships affect impartiality. • The interpreter maintains impartiality and refrains from counseling, advising or projecting personal biases or beliefs. • The interpreter treats all parties with respect. • Interpreters shall explain cultural differences or practices to providers and clients when appropriate. • Advocacy is understood as an action taken on behalf of an individual that goes beyond facilitating communication, with the intention of supporting good outcomes. Advocacy must only be undertaken after careful and thoughtful analysis of the situation and if other less intrusive actions have not resolved the problem. • Interpreter shall keep abreast of evolving language and terminology. • Interpreters shall seek to maintain ties as interpreters of Day Commerce, Inc. and/or its subdivisions with relevant professional organizations. • Interpreters shall refrain from requesting/accepting fees for services, gifts, and gratuities from clients.

36. After an Interpretation • Thank the provider and client • If the provider asks about payment refer them to our office number. • If the provider asks you to return for more interpretations, refer them to our office number and ask them to set up with us the details of the new interpretation. • Fill out the following form with regards to the interpretation: http://daytranslations.com/finishedinterpretation

37. Payment • Our preferred method of payment is PayPal. This will ensure that you are paid as quickly as possible. Thus, we encourage you to obtain a PayPal account. PayPal charges a convenience fee to you. Please note that we do not reimburse you for your personal fee as we do not charge anyone for our fees either. • Other methods of payments are available, such as western union, but they take more time to deliver. • We do not write checks out • Submit an invoice on the 1st and 15th of every month. • Provide the word count of ONLY that which was translated

38. A good team is the key to success! • Thus, it is very important to maintain a list of our employees and continue to keep it updated. • Make sure you know the most updated information with regards to phone numbers, hours of availability, address, and emails of the translators and interpreters. You can ask them to email you updates. • You should always add notes about the translator/interpreter in their file.

39. What do I need to do now? Fill out the ONLINE FORM • Interpreter Guidelines PowerPoint: Code Code = PPT_File Interpreter 10 • Paste the confidentiality statement found at the beginning of this PowerPoint.

40. TAKE THE INITIATIVE!