“You want to look at the map to see where we are going,” I point to the dots on the red-line chart above the machine display, “we are at Metro Station. We want to go to Dupont Station. That is going to cost $2.25 but we don’t care because be are going to many places these next two days so just press the ten dollar option. No make that twenty. So we don’t have to worry about running out of money if we’re ever in a rush.”
Augustine turns back at me as if I have just shared with him bleak news. His index finger is raised one foot from the glass as if frozen.
“Well, let me press the dollar amount opton,” I say while doing this, “now, you press that button to the right of the screen for the amount we want to spend: Twenty dollars.”
Augustine presses the button the wrong way so it is going towards $0.
“No the other direction.”
Augustine presses the button too far the other way so it is now at $40
“No too much.”
Augustine clicks the button methodically as if counting passengers on a cruise in no hurry to set sail. I feel bad but I want to throttle him. The credit card insertion step fares no better.
“How does one get one of these cards,” Augustine asks, “who will pay?”
“I’ll tell you later,” I say, “just slide the card in the direction that it indicates.”
“No the other way.”
“But faster.”
“Too fast.”
“Okay just right.”
“Now, press there.”
“Not cancel!”
“Oh my god, we have to start again.”
“Maybe there’s an App you can practice on.”
“What’s an App?” Augustine says.
One shouldn’t assume knowledge and experience. While it is easy to blame the newbie, it is more probably the fault of the host/teacher/ assistant/colleague/what have you, who doesn't have to be impatient and insensitive. Yet the dynamic is difficult to do well. When I work in East Harlem in the emergency room (ER), most of the patients are Latinos from Mexico, Dominican Republic and Puerto Rico and the majority speak English only as a second language or not at all. If you start out speaking in English, the families are so polite, they might nod the whole way through the encounter as if to convey understanding when in actuality there is little understanding.
But if you start out speaking in Spanish, every one in five families will blurt out, we speak English or, we don’t speak Spanish! If you ask in English what language is best, sometimes people think oh, just because I am not white you think I don’t speak English? Would you question white people the same? If you ask in Spanish what language is best, you are similarly paternal, prejudiced and screwed.
It’s taken me some years, but the technique that seems to work best for me is to communicate the reason for the clarifying question in the first place. It can proceed along the lines of:
“Since there are multiple languages spoken at this hospital, I always start by asking patients what language they prefer to speak.” Or,
“Is it okay to ask in what language you want us to speak? This is a diverse community and I don’t want to presume anything.”