自由會議口譯員的印象管理初探研究—與中介機構及客戶之互動

Abstract

本研究為一初探研究，旨在探討會議口譯員的印象管理過程和策略以及其對口譯員和口譯中介機構及直接客戶的工作關係有何可能影響，藉此了解口譯員和口譯中介以及客戶的互動。本研究也探究口譯員、口譯中介和客戶對此工作關係的各別看法。

根據Goffman (1969)的戲劇論、相關印象管理理論，以及服務行銷概念，本研究提出一分析架構以凸顯會議口譯員的印象管理行為，將其分成積極性、保護性和調整性，於口譯服務初次接觸、服務前、服務中、服務後，以及工作場合以外互動等情景脈絡中檢視。本研究採用半結構式訪談，訪問十四位會議口譯員，三位口譯中介機構經理，以及二位直接客戶。

研究結果顯示會議口譯員與口譯中介機構和客戶互動時，會根據不同場景採取不同印象管理策略。雖然能力還是口譯員首要條件，但印象管理能促進順利互動，甚至可能影響客戶滿意度，而對口譯員和中介機構以及客戶的工作關係產生影響。This exploratory study investigates the freelance conference interpreters’ interaction with the interpreting agencies and direct clients by delving into the interpreters’ different impression management processes, and tactics. The study also discusses possible influences on the working relationships between interpreters and agents as well as clients. Respective views from the provider, coordinator, and purchaser of the interpreting service regarding the working relationship are also explored.

Based on the dramaturgy of Goffman (1969) and relevant impression management theories as well as concepts of services marketing, this study proposes an analytical framework to delineate conference interpreters’ impression management behaviors categorized into acquisitive, protective, and adjustment tactics in interpreting services in terms of first encounter, pre-service stage, in-service stage, post-service stage, and off-work interactions with agents and clients. Semi-structured interviews are conducted with fourteen conference interpreters, three agents, and two direct clients.

The results of the study indicate that conference interpreters adopt different tactics in each stage of interaction with agents and clients. In spite of capabilities as paramount qualities of an interpreter, impression management bears on the working relationship between interpreters and agents as well as clients in the sense that it facilitates smooth interaction and may even influence client satisfaction.