The other day, I got a review from a client where she said that my calmness as a translator had a positive effect on her. The feedback I get has never really been about feelings, apart from kindness and friendliness, although it’s not entirely the same thing.
This one made me think about how my approach and communication with clients impacts them. It made me think how empathy helps clients feel supported and comfortable. Even if they only come to me to get certified translation of their documents.
Why? Because I know that behind each document I translate, there is a story. It could be something big like getting married, getting a mortgage, dealing with a serious illness, a legal battle, death of a loved one; or something lower in rank, for example, an application for a passport, proving qualifications to an employer or dealing with tax formalities. Nearly all these matters are stressful — some can even be life-changing — and often leave the client feeling vulnerable.
What is more, in most cases, clients are facing these issues for the first time which can make them feel lost. They are often unsure how to deal with the formalities, whether they have all the documents and what their next step should be. This is when empathy and the right approach can make a big difference. How can a translator show empathy? We’re supposed to be professional, after all. In fact, there are a number of ways translators can show they are humans, not just professionals.
Going an extra mile
It is that little bit of extra kindness and making the client feel you’re truly there for them. Sometimes they only want to be listened to and tell their story. The key is the right communication, but on top of that I often give my clients some tips on how to proceed with whatever they are dealing with. If asked, I give referrals to solicitors, accountants and other service providers the client needs. I send them links to official resources, I explain how to apply for an apostille or how to get a document notarised. I share with them my knowledge and experience, so that they can be better equipped for the next stage of the process.
Flexibility
Whether it’s giving more time to collect the certified translation, offering flexible collection times (within reason) or giving a choice of options to deliver a document — showing understanding of the client circumstances and making appropriate adjustments can make a big difference. However, flexible approach is not possible without empathy and recognition of the client’s needs. It’s about seeing the entire picture of their situation where the translation itself is only part of the story.
Advice
Given that certified translation is usually needed as part of a process of applying for something, sorting out a problem or dealing with a legal matter, clients often ask for advice about the formalities involved or the next steps they need to take. Translators job is only, well, to translate. We provide a certified translation, charge a fee, and carry on. But then again, if we look at the whole picture, i.e. the matter the client is dealing with, we see that translation is only part of the chain. This approach translates to empathy, especially if the client is in a tough situation.
There are limits to what I can do as a service provider and for obvious reasons I am not able to solve the client’s problem but when asked, I often provide advice based on my knowledge or experience, I give them links to websites with detailed information or refer them to professionals who can help them.
Game changer
Sometimes a small tip, something which seems obvious to me as a translator can be a game changer to my client. This is the case with birth or marriage certificates where each copy has a unique number. I always advise my clients to submit to a public office or the consulate the copy they gave me to translate, so that the number on the original document and the translation match. Otherwise, the translation will not be accepted. Now, if someone doesn’t know about it and goes to Poland to apply for, let’s say, an ID document, provides the translation and the original but with a different number, then it’s game over. Their application would be outright rejected.
Empathy in interpretation
Empathy is often talked about in the context of interpretation, and rightly so. Interpreters often work in settings where their clients or persons they interpret for are in distress or a difficult situation. Research shows that interpreting and even interpretation training contributes to greater emphatic concerns*. Perhaps there isn’t an equally obvious link between certified translation and empathy, but clients, apart from the translation service need to be supported while dealing with their battles. Yes, we are professionals, but it is always worth to be humans too.
*Interpret your languages, understand your feelings: The relationship between interpreting experience and empathy, Heng Li Science Direct, Volume 233, February 2025.
