1
00:00:00,160 --> 00:00:07,480
[LTA MUSIC]

2
00:00:11,480 --> 00:00:17,400
LiveTextAccess: Training for
real-time intralingual subtitlers.

3
00:00:18,280 --> 00:00:21,520
This is unit 3, IT competence.

4
00:00:21,920 --> 00:00:26,520
In this presentation,
we will be dealing with Element 3:

5
00:00:26,520 --> 00:00:29,320
How to set up
the working environment?

6
00:00:30,360 --> 00:00:34,920
In this lesson we will talk about
the importance of advising clients

7
00:00:34,920 --> 00:00:37,360
as part of the subtitler’s job.

8
00:00:37,920 --> 00:00:42,800
The materials for this presentation
have been created by Sub-Ti Access,

9
00:00:42,800 --> 00:00:46,000
an accessibility service provider
from Italy.

10
00:00:46,240 --> 00:00:48,320
My name is Enrico Pigliacampo,

11
00:00:48,320 --> 00:00:51,840
I am an Italian man
with a beard and short hair.

12
00:00:51,840 --> 00:00:56,960
I will be displayed in a box
at the top right corner of each slide.

13
00:00:57,760 --> 00:01:00,880
The learning outcome
of this presentation

14
00:01:00,880 --> 00:01:06,080
is that the trainee can
advise clients on technical aspects

15
00:01:06,280 --> 00:01:11,520
concerning the provision of subtitles
for persons with hearing loss.

16
00:01:14,080 --> 00:01:18,640
First, we will talk about
the type of clients you could meet

17
00:01:18,640 --> 00:01:22,600
and the importance of empathy
when working with them.

18
00:01:23,000 --> 00:01:27,800
Then we will give you some advice
on how to engage and work with clients

19
00:01:27,800 --> 00:01:30,720
in the organisation
of the subtitling service.

20
00:01:32,000 --> 00:01:34,920
In the first section
of this video lecture,

21
00:01:34,920 --> 00:01:37,280
we will talk about the clients.

22
00:01:38,440 --> 00:01:42,680
In your job, you can
meet two kinds of clients:

23
00:01:42,680 --> 00:01:47,800
those who have never,
or rarely, used real-time subtitles,

24
00:01:47,800 --> 00:01:50,640
and those who regularly use them.

25
00:01:51,960 --> 00:01:57,800
The first ones have needs that
you need to understand in order to meet.

26
00:01:58,320 --> 00:02:01,600
Their needs may not be clear
even to them,

27
00:02:01,600 --> 00:02:03,800
so they need your expertise

28
00:02:03,800 --> 00:02:05,720
to understand
what you can do

29
00:02:05,720 --> 00:02:08,360
and how your service
can help them.

30
00:02:09,000 --> 00:02:14,240
By contrast, experienced clients
know exactly what they want.

31
00:02:14,760 --> 00:02:16,320
The problem may be

32
00:02:16,320 --> 00:02:20,200
that you do not have
the tools to meet their demands,

33
00:02:20,200 --> 00:02:23,960
so you have to find a way
to adjust your service

34
00:02:23,960 --> 00:02:26,680
and produce the expected results.

35
00:02:28,440 --> 00:02:31,440
To understand what
the client really wants,

36
00:02:31,440 --> 00:02:34,640
it is important
to talk to them with empathy.

37
00:02:35,600 --> 00:02:40,280
That is because sometimes
they want something

38
00:02:40,280 --> 00:02:43,720
that may not be
completely clear even to them

39
00:02:43,720 --> 00:02:45,760
or is impossible to do,

40
00:02:45,760 --> 00:02:48,680
so you need to find
a possible alternative.

41
00:02:49,200 --> 00:02:51,040
But what is empathy?

42
00:02:51,480 --> 00:02:56,160
The Oxford Learner’s Dictionary online
gives this definition:

43
00:02:56,640 --> 00:03:02,280
“the ability to understand another
person’s feelings, experience, etc.”

44
00:03:03,240 --> 00:03:06,120
Wieseke,
Geigenmüller and Kraus

45
00:03:06,120 --> 00:03:09,560
give us a more
detailed definition on empathy.

46
00:03:10,200 --> 00:03:12,880
They talk about “employee empathy”

47
00:03:12,880 --> 00:03:17,640
and their definition is useful
for real-time subtitlers too.

48
00:03:18,640 --> 00:03:22,280
They say that
employee empathy is

49
00:03:22,280 --> 00:03:28,080
“an employee’s ability to sense
and react to a customer’s thoughts,

50
00:03:28,080 --> 00:03:32,640
feelings, and experiences
during a service encounter.”

51
00:03:34,960 --> 00:03:37,320
In the second part
of the presentation,

52
00:03:37,320 --> 00:03:41,560
we will give you some advice
to understand clients’ needs.

53
00:03:45,720 --> 00:03:47,920
In this slide,
we give you some tips

54
00:03:47,920 --> 00:03:52,440
on how to conduct
good client interviews.

55
00:03:52,960 --> 00:03:55,920
The inspiration
for this slide come from

56
00:03:55,920 --> 00:04:01,320
"From Doing to Thinking:
Developing the Entrepreneurial Mindset

57
00:04:01,320 --> 00:04:06,360
through Scaffold Assignments and
Self-Regulated Learning Reflection”

58
00:04:06,360 --> 00:04:07,960
by Lisa Bosman.

59
00:04:08,560 --> 00:04:13,120
We have adapted her suggestions
to the job of the subtitlers.

60
00:04:13,680 --> 00:04:16,880
First, adopt a beginner’s mindset.

61
00:04:17,080 --> 00:04:19,880
In this way, you will not
take for granted

62
00:04:19,880 --> 00:04:23,480
things that may be not
so clear to the client.

63
00:04:24,160 --> 00:04:26,480
Listen more than you talk,

64
00:04:26,480 --> 00:04:29,040
ask questions
and give your input

65
00:04:29,040 --> 00:04:32,320
when you need to clarify
what the client really wants.

66
00:04:33,080 --> 00:04:36,480
Once you have
a clear understanding of their wishes,

67
00:04:36,480 --> 00:04:40,280
explain to them what you can do
and what is not possible.

68
00:04:40,840 --> 00:04:42,840
If something is not possible,

69
00:04:42,840 --> 00:04:46,760
try to find a different solution
to satisfy their needs.

70
00:04:47,320 --> 00:04:50,960
Always be flexible
and open to new solutions,

71
00:04:50,960 --> 00:04:54,720
it is also a great opportunity
to improve your service.

72
00:04:56,080 --> 00:04:58,080
Last but not least,

73
00:04:58,080 --> 00:05:00,600
it is important,
whenever possible,

74
00:05:00,600 --> 00:05:05,280
to involve the client whilst you are
setting up and testing your tools.

75
00:05:06,160 --> 00:05:07,960
By working with the client,

76
00:05:07,960 --> 00:05:12,200
you will reach the desired outcome
and avoid complaints later.

77
00:05:12,800 --> 00:05:16,800
We talk about setting-up
and testing the work environment

78
00:05:16,800 --> 00:05:19,840
in the other video lectures
of Element 3.

79
00:05:21,880 --> 00:05:22,880
Summary.

80
00:05:24,000 --> 00:05:28,840
Advising clients is an important
part of the subtitler’s job.

81
00:05:29,320 --> 00:05:33,080
You have to understand
the clients' needs and meet them.

82
00:05:33,520 --> 00:05:38,360
It is also important to involve them
in the set-up and testing phases

83
00:05:38,360 --> 00:05:42,760
to obtain the best possible outcome
and avoid complaints.

84
00:05:43,520 --> 00:05:45,000
Exercises.

85
00:05:46,360 --> 00:05:51,080
Watch Aïda Regel Poulsen
and Marcel Bobeldijk’s video

86
00:05:51,080 --> 00:05:56,680
in the Unit 3 Element 3 playlist
on the LTA YouTube channel

87
00:05:56,680 --> 00:05:59,640
to understand
the end users’ point of view.

88
00:06:00,960 --> 00:06:08,320
[LTA MUSIC]

89
00:06:11,560 --> 00:06:14,040
LTA, Live Text Access.

90
00:06:14,680 --> 00:06:17,560
Universitat Autònoma de Barcelona.

91
00:06:18,240 --> 00:06:21,840
SDI, Internationale Hochschule.

92
00:06:22,520 --> 00:06:26,480
Scuola Superiore
per Mediatori Linguistici.

93
00:06:27,280 --> 00:06:29,120
ZDF Digital.

94
00:06:29,960 --> 00:06:33,640
European Federation
of Hard of Hearing People, EFHOH.

95
00:06:34,400 --> 00:06:35,920
Velotype.

96
00:06:36,280 --> 00:06:38,040
Sub-Ti Access.

97
00:06:38,760 --> 00:06:44,000
European Certification and Qualification
Association, ECQA.

98
00:06:47,200 --> 00:06:51,400
Co-funded by the Erasmus+ Programme
of the European Union.

99
00:06:53,040 --> 00:06:55,040
Erasmus+ Project:

100
00:06:55,280 --> 00:07:07,440
2018-1-DE01-KA203-004218

101
00:07:08,360 --> 00:07:12,000
The information and views
set on this presentation

102
00:07:12,120 --> 00:07:13,920
are those of the authors

103
00:07:13,920 --> 00:07:17,680
and do not necessarily reflect
the official opinion

104
00:07:17,680 --> 00:07:19,560
of the European Union.

105
00:07:20,360 --> 00:07:24,080
Neither the European Union
Institutions and bodies

106
00:07:24,440 --> 00:07:27,400
nor any person
acting on their behalf

107
00:07:27,760 --> 00:07:30,560
may be held responsible
for the use

108
00:07:30,800 --> 00:07:34,520
which may be made
of the information contained here.