The basic communication techniques presented above apply also to oral communication.
There are, however, additional techniques that help to deliver information orally in a manner that makes the message easier to understand.

• Start with an informal discussion

  Starting an information provision session with an informal discussion helps build trust and makes it easier for the applicant to ask questions during the session.

• Speak with a slow and steady pace

  When speaking to an individual or a group, do not speak too fast. You have probably shared your information many times before, but the applicant will be hearing it for the first time. Speaking at a slower pace can also help interpreters understand what you say, which in turn improves the quality of the message. Pausing while speaking also allows the applicant to ask questions.

• Use an appropriate volume

  It is important that the applicant can hear you properly when you speak. This is also a ground rule: use the volume required to make yourself heard, but not louder than that. Speaking very loudly or shouting can be seen as aggressive, especially when addressing an individual. Asking the question ‘Can you hear me well?’ before you start providing information, can help you to adjust your volume.

• Use prosody effectively

  The tone of your voice matters. It can help you to emphasise a message or to connect with the applicant. For example, indicate a message is important by using a serious tone. A friendly tone communicates empathy and respect, which can help make the applicant feel more comfortable and safer with you.

• Plan more time or take a break

  The applicant might have difficulty understanding you or might find it challenging to stay focused for a long time. Set aside time for questions and to take one or more breaks. It can help the applicant process what you have said and increase understanding.

Your communication techniques should take working with interpreters into consideration. You may need to explain to the interpreter the terminology you use to ensure correct translation to another language. You may also need to allocate more time for information provision so that the interpreter can translate what is being said.

You should clearly explain your own role and the role of the interpreter to the applicant at the beginning of the information session. Your role is to provide the information and the interpreter’s role is limited to translating what you and the applicant say. It is also important to note to the applicant that the interpreter is bound by confidentiality, impartiality, neutrality, integrity and professional conduct, in a similar manner to you.

When working with an interpreter, you are in charge of the communication context. For example, you should not allow the interpreter to interact with the applicant on their own behalf, as this would result in you losing control of what information is passed on to the applicant. If this happens, it is advisable to promptly remind the interpreter of their role.

Practical tips on working with interpreters

• Be aware of how certain terms are understood in a given language and explain clearly what you mean. For example the term ‘health’ should be understood as including both mental and physical health, the term ‘family’ should be understood as nuclear family rather than extended family and the term ‘brothers and sisters’ refers to siblings only.
• Verbally verify that the applicant and the interpreter understand each other.
• Be aware of signs indicating that the applicant and the interpreter do not fully understand or trust each other, for example the applicant is hesitating to answer questions or they are providing longer answers than the interpreter is translating.
• Address the applicant directly when you are speaking, by looking at them and using the second person (‘you’), even when they cannot understand your language.
• Pause after every one to three sentences to allow for accurate interpretation.

Good practice on ensuring the use of appropriate terminology

It is important to make sure that the interpreter knows the correct and appropriate terminology to use during information provision. Multilingual glossaries can facilitate correct interpretation. Such glossaries should include terminology related to the asylum procedure that is commonly used during information provision sessions, or specialised terminology used when delivering information to certain applicant groups, e.g. LGBTIQ applicants.
The EUAA terminology project aims to establish a multilingual glossary of terms and definitions that are relevant in the asylum context. The glossary can be accessed here: https://iate.europa.eu/search/collection/FC1BBC4EE1BB4CB4BA96C7146607554F. 

Related EUAA training

The EUAA offers the following training modules:

• Working with an interpreter, aimed at providing asylum and reception officers with the necessary knowledge and skills to communicate effectively through an interpreter.
• Interpreting in the asylum context, which explains the role of the interpreter in the asylum procedure and the principles of interpreting in the asylum context, 
• Interpreting in the reception context, which explains the role of an interpreter for asylum applicants in reception and how to apply the principles and skills for interpreting in the reception context.

If you are interested in attending EUAA training courses, please contact the person responsible for training within your authority to receive additional information.

The applicant should be encouraged to ask questions during information provision. This is particularly important to clarify any doubts and to dispel any rumours or false information that the applicant may have heard or received.

To ensure that your audience has understood the information you have shared with them, you need to actively check that they understood your message correctly.

Although the applicant might truthfully respond ‘yes’ when you ask if they understood what you have explained, there are several reasons why they might answer ‘yes’ even though they did not actually understand. You can tackle this by applying different verification methods.

• Summarise in your own words

  After a section of information, you can summarise what you have said by highlighting the main points again and dividing the information into small units. This allows for short discussions/ questions before you continue.

• Have the applicant repeat in their own words

  You can ask applicants to repeat in their own words what you have just said. In this way you will be able to determine if there are any misunderstandings or if the applicant has missed important information. It will also help the applicant to better remember what you have said.

• Ask a test question

  Without ‘quizzing’ the applicant on their knowledge, you could ask a more detailed question to see if a particular point has come across. For example, after explaining an upcoming appointment you can ask ‘Can you tell me where you need to be?’

• Give room for further questions

  You can proactively ask the applicant if they have any questions. This is a good way to show early on that you are interested in their feedback and questions and can also give you an idea of the applicant’s main concerns.

• Break information down into segments

  Repeat the suggested verification methods while the information provision session is ongoing. Do not ask all the questions at the end of the information session. The applicant might be discouraged to tell you that they have not understood everything after you have given a lengthy explanation. Therefore, explain at the beginning of the session that questions can be asked at any time throughout information provision, and divide your message into segments followed by a question-and-answer session.

You may come across many falsehoods related to the asylum procedure. It is important that you counter these misconceptions, but it is as important that you do so tactfully.

Do not say outright that the applicant is wrong, as this might reinforce any mistrust that the applicant already feels. Instead, invite them to explain what they have heard about (an aspect of) the procedure and try to address the cause of the falsehood. Then, you can say that the information they heard is wrong and counteract falsehoods by explaining the real situation or procedure. You can support what you say with information material, such as a leaflet, a map or other forms of support material.

Although the applicant might truthfully respond ‘yes’ when you ask if they understood what you have explained, there are several reasons why they might answer ‘yes’ even though they did not actually understand. You can tackle this by applying different verification methods.

• Say hello with a smile

  When greeting the applicant, have a positive and empathetic attitude.

• Try to keep neutral facial expressions

  Use neutral, open facial expressions. This helps you to convey the message without confusion, and you leave room for the response of the applicant. You can adapt your facial expression to the response you receive but retain a professional attitude.

• Give non-verbal feedback to the applicant

  When listening to the applicant, you can signal that you hear and understand what they are saying by nodding.

• Indicate with your body language that you are paying attention to the applicant

  When communicating with the applicant, make sure that you have an open posture that is facing them directly and that you make appropriate eye contact with them. When possible, try not to have any objects (such as tables) between you and the applicant.

• Use your hands

  Neutral hand gestures can help explain what you mean. Due to potential cultural differences, it is recommendable to also explain verbally what is meant by hand gestures.

Practical tip on being aware of cultural differences

Non-verbal feedback from the applicant can indicate that they understood what you said, for example because they were nodding when you were speaking. However, this can also be done out of respect while the message itself was lost.

Your non-verbal signals matter as well. Your message might seem like good news to you, but it can be received as something negative by the applicant. Leave room for their emotional response by maintaining a professional and neutral attitude.

Keep in mind that smiling, keeping eye contact or handshakes have different connotations in different societies. If the applicant is not smiling back or avoids looking at you, this might be a sign of respect or modesty rather than uncooperative behaviour. Moreover, as widely known, in some cultures shaking the head means ‘yes’.