Customer Service Interpreter Practice Materials PDF

 

THE INTERPRETER APTITUDE PRACTICE

Before being hired, all LLS candidates must go through the Interpreter Aptitude Practice. This practice consists of three exercises to evaluate your comprehension, memory retention and interpretation skills. The recruiter will give you clear instructions of how to do each exercise and you will have the chance to ask any questions you may have during the practice. Skills evaluated:

       

The ability to follow instructions Listening and retention skills Strong linguistic skills in both languages Customer Service skills: pleasant tone and clear enunciation, intonation and pronunciation.   Professional demeanor.

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HOW TO PREPARE FOR THE INTERPRETER APTITUDE PRACTICE  PRACTICE  1)  Note-taking:  Note-taking:  In the memory retention and interpreting exercises, you  will be asked to multitask, meaning that you will have to listen and take notes at the same time. Please take the following tips into consideration:

  Do not let note taking get in the way of your listening and information retention. Good notes are the result of a good coordination between listening, understanding and choosing the proper information to write down.   Do not write everything, just key words or symbols.

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  Use idea abbreviations of the segment.and symbols that help you remember the main

 Ways to practice note-taking note-taking Listen to television or radio news, normally speech used in the news follows a comfortable comfortable pace. Try to captur capturee a series of no more than three sentences in your notes.  You can also ask a friend or family member read to you from a newspaper article, about 3 or 4 sentences long. Take notes and repeat that same information back to them. Once you feel comfortable, do the same, but this time interpreting the information.

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Examples of note-taking: Suppose you are talking to a bank representative who wants to help a non-English speaking client open an account. The representative says “Please ask her for her full name, social security number, home phone number and address”  Your notes should look something something like this: N SS# Tel #  Adrs/ 2)  Listening and retention skills: As skills: As an interpreter you must be an active listener. Focus, concentration and an ability to visualize are the cornerstones of active listening. Focus:  All of your attention must be given to the person who is   Focus:  speaking. There should not be any background noise or distraction that might steer your attention away from the speaker.

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   Visualization:  Visualization:   Create pictures in your mind! Visualization is one of the best techniques for remembe remembering ring and understanding a message.

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  Shadowing:  Shadowing:   This is a technique used in many fine interpretation schools throughout the world. Turn the radio or television on and find a program, which interests you. As the speaker talks, repeat with them almost simultaneously what they are saying. s aying.

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  3) Paraphrasing To paraphrase means to say the same th thing ing in a different way. This is a good tool to use when you cannot think of the exact words in the other language. In other words: giving the same meaning, using different  words.

Home Practice Exercises

Instructions:   through the sentences and scenarios to become familiar 1. Read language and themes commonly heard on interpreting calls. with the

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2.  Find someone with whom you can practice, and ask them to read the sentences to you. They read aloud; you take notes and interpr interpret et into the other language. 3.   When you are ready, ready, do the same with th thee scenarios. Scenarios are like short scripts of real conversations. conversations. Ask your partner to ke keep ep track of anything that you don’t interpret correctly, so that you can work to improve. Interpret the scenarios as many times as you like; the more you practice the  better prepared prepared you’ll be for the Inter Interpreter preter Exercises.

Practice Segments and Scenarios Short sentences for warming up Hi, my name is Frances. How can I help you today? Necesito una tarjeta de membresía. May I have your account number? Quiero hacer una cita para las 8:00 de la mañana. Me llegó una factura por $156.00. El número de my apartado postal es 287556.  What is your mobile phone phone number? Can you describe the damage for me? Mi nombre está incorrecto en los documentos. ¿Me puede decir si el seguro de salud está vigente?  What is the city and state that you live in?  When did you fill out the application? application? Is your social security number 122-33-5454? ¿Me permite su dirección postal? ¿A qué se debe la cantidad de $18.23 en mi cobro?  What was the last day day you worked? Mi de nacimiento 20, de del$15.00. año 1970. Me fecha llegó un cupón para es unfebrero descuento Mi servicio de Internet está descompuesto desde ayer. I have an appointment at 3:00 p.m.  What was the date date of your last payment? ¿Cuándo se vence mi cobertura del seguro?  You need to call us back in two weeks weeks for your results. I need your physical address.  What state was your driver’s license issued in? If you have two forms of ID, we can process your request.  What is your marital marital status? Quisiera hacer una cita para la inspección del carro. Tengo una pregunta acerca del préstamo de mi carro. For security purposes, may I please have the last four digits of your social security number?

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Tengo fiebre, la garganta inflamada y dolor de oído. Longer & More Complex sentences 1.  Please give me your full name and address to verify your account. 2.  Are there any other details about the accident that you would like to add to your statement?

3.  How old is your child, and does she already have a social security number? Is your phone number 212-360-8978. 4.  No tengo dirección fija, solo un u n apartado postal número 47925, aquí en Bakersfield. 5.  Sometí la solicitud para los beneficios. Qué otros documentos necesito enviar? 6.   Your full payment payment was due March 12th, in th thee amount of $86.10. 7.  El cobro del celular de $200.00 por un mes es demasiado alto. No vale la pena tener este servicio! 8.  I can certainly correct your address and take care of your payment of $25.00, while we’re at it. 9.  Do you have a bank account? Own property? Do you have any cash on  you? 10. We  We do not have that that model in stock, would you like a rain check? 11.  Llamo para decirle que estoy satisfecha con el producto, y quisiera ordenar otra cantidad de 160 para el próximo mes. 12. Tuve un accidente el sábado pasado, y todavía me duele el brazo derecho. Podría consultar con mi médico? 13.  You  You can take your child child to any pediatrician of y your our choice. There is one at 7441 N. Maple Ave, in Houston. 14. Me voy a mudar al apartamen apartamento to de arriba el 115 5 del mes, y quisiera pasar el servicio del cable ahí. El nuevo apartamento será el R23. 15. Please send your payment to P.O. Box 7731, La Cañada, California, 91206.   Write your account number 16. Write number 123-987-456 on ever every y page that you fax. 17.  What  What is the total amount amount you spent on food last mo month? nth? And how m much uch in toiletries? 18. Solamente me quedan dos días para pagar $256.25 en mi cuenta. Puedo ir a la sucursal para hacer el pago personalmente? 19. Me gustaría tener sus servicios. Es verdad que el primer mes es gratis y que el cobro mensual es $18.95?   20. You will be receiving your health health cards in 7 to 10 business days. Do you have any other concerns? 21.  Your  Your credit limit has has been increased to $5,000 $5,000.00, .00, and it is available immediately. 22. Are   you interested interested in child-care services? Please give me your case number so that I can find you in the system. 23. We   do not have that that model in stock, would you like a rain check? 24. Once you have submitted the proof of employment, your benefits will start.

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25. No he podido llamar a mi país, aunque sí me entran llamadas de larga distancia. 26. Aquí   tengo unos cobros que que la aseguradora no quiere pagar. pagar. 27. Are   Are you the insured? insured? If not, what is your re relationship lationship to the policy holder? holder? 28. We   need to start a payment plan so that y you ou can take care of this delinquent account.   29. Would you like to upgrade your your service plan so you can have more more features on your cell phone? 30. He He estado esperando a su técnico todo el día. Ya no puedo tomar más tiempo del trabajo porque mi jefe es muy estricto. 31. Quiero que me quiten a mi esposo de la cobertura. Es que estamos separados. 32. Tengo 10 días de haber perdido mi miss tarjetas del seguro para el auto. Me preocupa que me vaya a parar la policía.   tengo la asistencia por parte 33. Yo parte del WIC para com compar par leche, queso y fórmula. Ahora necesito hacer la solicitud para estampillas alimenticias y asistencia en efectivo. 34. Me dijeron que iban a conectar el servicio de luz hoy antes de las seis de la tarde. Ya son las nueve de la noche y no queremos pasar toda la noche sin calefacción. 35. Tengo una cuenta corriente con su banco. Quiero abrir una cuenta de ahorros que este unida a mi cuenta corriente y así tener protección contra sobregiros. 36. Necesito saber como es que puedo iniciar el servicio de correo de voz para mi teléfono porque me pide una clave que yo no tengo. 37. By applying for this credit card, you give the bank permission to investigate your credit and work history and agree with the terms and conditions you received in the mail. 

Scenario I  Vengo a solicitar los beneficios de desempleo. desempleo. Me acaban de descansar este este lunes pasado. I will need your social security number, the last date you worked, and how much  were you earning earning per hour? El número es 897-56-2125, y el último día que trabajé fue el viernes, 28 de marzo.  We can set up your claim today. today. Then, I’ll need to verify this information information with  your employer. You You will receive a letter in the ma mail il with further instructio instructions. ns.  Y mientras tanto, tanto, cómo voy a maneja manejarr todos los gastos que Tengo encima? No podrían brindarme alguna ayuda provisional?

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Scenario II Llamo para cambiar el plan de llamadas de mi celular. En varias ocasiones me he pasado de los minutos incluidos en el plan.  What is the cellular number number and your five digit zip code? code? Tengo 2 líneas. El pr primer imer núme número ro es 2 213-255-5691, 13-255-5691, y la de mi esposo es 213 213-255-2557532. El código postal es 90042. I see that you are sharing the 500 minute plan, which includes free nights and  weekends, as well as mobile to mobile. mobile. The last 2 months show that you have gone over by about a hundred minutes. Es cierto y me ha salido muy costoso. Y cuánto cuesta el plan de los 600 minutos? The next plan would be 700 minutes, and any unused minutes carries over to the following month. Scenario III Se me ha quebrado la ventana del carro, al lado del pasajero, y quiero saber si el seguro me cubre esta reparación.  Yes we cover 100% of the repairs. Let me have y your our policy number so that I ccan an locate your account in the system. La póliza está a nombre de mi hermana quien vive con nosotros. El número es BQW257225. Me imagino que me van a dar el nombre de un taller cercano?  Well, you have a choice. You can take take your car to one of our shops, shops, or we can have the service come to your home, or place of work. Si vienen a mi trabajo sería más conveniente. conveniente. Mis horas son de las 8 de la mañana a las 12 del mediodía. Mi trabajo está en la esquina de la avenida primera, y Broadway. Scenario IV  You have reached the the county assistance line; may I have have your case number please? Tengo el cupón médico. En dónde se s e encuentra la numeración que me pide?

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It’s on the bottom right side corner, two lines l ines above your signature.  Ya lo veo. Es RR256897234. RR256897234. Mi niña necesita lentes, y llamo porque porque no sé adónde llevarla. I will be glad to help you. There is one provider in your area, located at 234 S. Oak Street, at the corner with Baseline.

PRACTICE EXERCISES FOR DEVELOPING LISTENING, RETENTION,  AND NOTE-TAKING NOTE-TAKING SKIL SKILLS LS Listening attentively attentively is very importan important. t. As stated previously, it is important important that  you shut out any external external or internal distra distraction ction and to remain focused on what is  being said. In some segments, you will be asked to repeat in your own words what you understood from what you have just heard. For example, when hearing this long utterance:

Tell Mr. Gonzalez that my name is Mrs. Wilson calling  from American Financial Corporation Corporation to remind him that he has not made his July payment. So he now owes $678, including finance charges. Tell him that if we don’t receive a money order from him by this t his Friday, August 15, his account will be sent to a collection’s agency. The main idea in this message is that a lady is calling a customer because he has not sent in the July payment; that he owes $678.00 and if he doesn’t send his payment soon, his account will be taken over by a collection’s agency. The notes you take would help you remember the main reason for this call. Your notes might look something like this:

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Mrs. Wilson / Am Fin Corp Mr. Gonzalez Jul $678 Fri – Aug 15 Coll agency

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 Your understanding understanding of the situation would help you you remember th thee rest of the message.. If you missed any part of the message, you can ask the message speaker to repeat it so that your rendition will be complete. Most of the messages you will hear deal with simple situations of people calling regarding some aspect of their everyday life (bank account information, bills to be paid, people getting phone service started, or trying to set an appointment.) Final Thoughts: Interpretation is a challenging job in many ways. Take into consideration that that this is just a practice, and its purpose is to introduce you to our protocol and ways of managing information, and also allows us to coach you and help you to prepare prepare for the job. Once you successfully complete the initial initial steps,  you would woul d have the opportunity to go through training, where you will learn the guidelines and methods of interpreting for Language Line Services. The recruiter will give you feedback after these exercises and will inform you if there are areas that you need to improve before coming on board. bo ard. Good luck! Language Line Recruitment Department

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