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Deaf Employees' Perspectives on Effe...

Harrelson, Paul B.

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Deaf Employees' Perspectives on Effective American Sign Language-English Interpreting in the Workplace: An Investigation Using the Critical Incident Technique.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Deaf Employees' Perspectives on Effective American Sign Language-English Interpreting in the Workplace: An Investigation Using the Critical Incident Technique./
Author:	Harrelson, Paul B.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	484 p.
Notes:	Source: Dissertations Abstracts International, Volume: 81-08, Section: A.
Contained By:	Dissertations Abstracts International81-08A.
Subject:	Organizational behavior. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=27794079
ISBN:	9781392567623

Deaf Employees' Perspectives on Effective American Sign Language-English Interpreting in the Workplace: An Investigation Using the Critical Incident Technique.
Harrelson, Paul B.

Deaf Employees' Perspectives on Effective American Sign Language-English Interpreting in the Workplace: An Investigation Using the Critical Incident Technique. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 484 p.

Source: Dissertations Abstracts International, Volume: 81-08, Section: A.

Thesis (Ph.D.)--Gallaudet University, 2019.

This item must not be sold to any third party vendors.

With legislated rights for employment of Deaf people in the United States and the greater availability of professional American Sign Language-English interpreters, one might imagine that communication is no longer a barrier to workplace productivity, success, and job satisfaction; however, several studies suggest that conditions for Deaf employees remain less than ideal. In this study, I examine questions of what constitutes effective interpreter behaviors and systemic structures that underlie interpreter provision. Using the Critical Incident Technique documented by Flanagan (1954), I investigate the experience of 17 Deaf, white-collar employees, whose dominant language is American Sign Language, regarding their observations of interpreter-mediated communication in the workplace. Specifically, I explore how Deaf professionals characterize both effective and ineffective interpreting, as well as the provision of interpreting services. Drawing on 947 critical incidents, I created a taxonomy of 270 desired behaviors, 50 themes, and seven thematic clusters surrounding interpreter behaviors and systemic factors. Data analysis resulted in six findings, including (a) Deaf professionals have a rich understanding of effective interpreter behaviors and systems of interpreter provision, (b) Deaf professionals are burdened with "access work" in relation to interpreters, and (c) Deaf professionals are acutely aware that they are being represented through interpreters, among other ideas. I argue in two recommendations and associated caveats that the only way forward in applying these findings is for (a) interpreters to adopt a customer service frame and (b) institutions to recognize that Deaf professionals are the experts in access to workplace communication and their delineation of interpreting needs should be followed. The findings provide the first large-scale examination of Deaf employees' perceptions of interpreter-mediated communication in the workplace. By providing a detailed account about what constitutes effective services, the results hold implications for interpreters, interpreter educators, professional organizations, employers, interpreting agencies, and Deaf employees themselves. Ultimately, this study offers a starting point to determine whether Deaf professionals perceive interpreting services as fulfilling the legislated promise of communication access in the workplace.

ISBN: 9781392567623Subjects--Topical Terms:

516683
Organizational behavior.
Subjects--Index Terms:

Critical incident technique

Deaf Employees' Perspectives on Effective American Sign Language-English Interpreting in the Workplace: An Investigation Using the Critical Incident Technique.
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300 $a 484 p.
500 $a Source: Dissertations Abstracts International, Volume: 81-08, Section: A.
500 $a Advisor: Brenda Nicodemus.
502 $a Thesis (Ph.D.)--Gallaudet University, 2019.
506 $a This item must not be sold to any third party vendors.
520 $a With legislated rights for employment of Deaf people in the United States and the greater availability of professional American Sign Language-English interpreters, one might imagine that communication is no longer a barrier to workplace productivity, success, and job satisfaction; however, several studies suggest that conditions for Deaf employees remain less than ideal. In this study, I examine questions of what constitutes effective interpreter behaviors and systemic structures that underlie interpreter provision. Using the Critical Incident Technique documented by Flanagan (1954), I investigate the experience of 17 Deaf, white-collar employees, whose dominant language is American Sign Language, regarding their observations of interpreter-mediated communication in the workplace. Specifically, I explore how Deaf professionals characterize both effective and ineffective interpreting, as well as the provision of interpreting services. Drawing on 947 critical incidents, I created a taxonomy of 270 desired behaviors, 50 themes, and seven thematic clusters surrounding interpreter behaviors and systemic factors. Data analysis resulted in six findings, including (a) Deaf professionals have a rich understanding of effective interpreter behaviors and systems of interpreter provision, (b) Deaf professionals are burdened with "access work" in relation to interpreters, and (c) Deaf professionals are acutely aware that they are being represented through interpreters, among other ideas. I argue in two recommendations and associated caveats that the only way forward in applying these findings is for (a) interpreters to adopt a customer service frame and (b) institutions to recognize that Deaf professionals are the experts in access to workplace communication and their delineation of interpreting needs should be followed. The findings provide the first large-scale examination of Deaf employees' perceptions of interpreter-mediated communication in the workplace. By providing a detailed account about what constitutes effective services, the results hold implications for interpreters, interpreter educators, professional organizations, employers, interpreting agencies, and Deaf employees themselves. Ultimately, this study offers a starting point to determine whether Deaf professionals perceive interpreting services as fulfilling the legislated promise of communication access in the workplace.
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