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Spanish for Telecommunicators

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1 Spanish for Telecommunicators
Presented by: [Insert Training Agency Here] These slides are provided as a sample PowerPoint presentation to accompany Course 22109, Spanish for Telecommunicators. Feel free to add to the slides and trainer’s notes as you complete course development. Areas within brackets [ ] should be edited to include your own area/agency information. Slide notes may serve the following purposes: To further explain the material presented on the slide; To expand on the information presented on the slide for enhanced learning or advanced students (This information is not usually part of the formal Lesson Plan, and does not need to be trained.); To incorporate an ACTIVITY that reinforces learning. TCLEOSE Course #22109

2 Spanish for Telecommunicators
Instructors [Insert Instructors Name(s)] Introduction by Trainer(s), include Name, Agency,Years experience,Certifications, Awards etc.

3 Spanish for Telecommunicators
Student Introduction My name is (NAME in English) from (AGENCY in English), years experience, agencies, certifications, awards. ACTIVITY: Using hand out or dictionary, have students choose their Spanish names then introduce themselves in Spanish, “Mi nombre en español es__________.”

4 Spanish for Telecommunicators
Course Objectives Learn the proper enunciation of the Spanish alphabet, words, and phrases. Be able to recognize the pronunciation of Spanish numbers, weekdays and months. Learn basic Spanish grammar which will help you communicate more effectively. Set students at ease at the start of class. We do not expect you to learn the whole Spanish language in just 3 whole days. That would be IMPOSSIBLE!

5 Course Objectives Continued
Spanish for Telecommunicators Course Objectives Continued Be able to use key Spanish phrases to assess your caller’s needs. Be able to access [Translation Service] for full translation services. Discuss some of the unique cultural norms of callers who speak Spanish. Key phrases will include police, fire and medical terms. Different agencies have different policies. Follow your agency’s policy.

6 Spanish for Telecommunicators
What’s a “Hispanic?” Term coined by U.S. Census Bureau to refer to all Spanish speakers and people with Spanish surnames. Much resistance to term from “Hispanics” Not all Latin Americans speak Spanish. Largest Spanish speaking populations in U.S. are from Mexico, Puerto Rico, & Cuba. Many Hispanics prefer to be called Latinos/Latinas, or by their country of origin, such as Mexican or Mexican-American. People from Brazil speak Portuguese. 2008 Notes from Language Line: 176 Languages spoken in the U.S.; 47 million US residents are “Limited English Proficiency” 1 in every 8 U.S. residents is Hispanic, which is 40 million people at the last census. By the second generation of living in the US, nearly all immigrants speak primarily English. -2007 Census Bureau put latest numbers of Hispanic population in the US at 41.3 million or 14% -1 in 5 kids under the age of 5 is Hispanic. -Not just Mexican, several different countries – Cuba, Venezuela, El Salvador Add statistics about the Hispanic population in your area. 2.9

7 Spanish for Telecommunicators
Fear Not! Nothing to Fear Don’t be intimidated You may be confused …by the grammar …by the pronunciation …by the native speaker …by the people around Even though you may not be able to pronounce all words correctly, most of your callers will work with you, and try to understand what you are trying to get across. 1.2

8 Pronunciation vs. Enunciation
Spanish for Telecommunicators Pronunciation vs. Enunciation Pronunciation The act or manner of articulating speech A phonetic transcription of a given word Enunciation To declare formally; state. To pronounce clearly; enunciate The Spanish language is pronounced the way it is spelled. 1.2

9 Spanish for Telecommunicators
Easy Does It Remember even though Spanish is a foreign language to you, it is very phonetic, and therefore, very easy to pronounce Reassure class participants. Look at it Say it slowly Pronounce it slowly. 1.2

10 How we pronounce a word is usually based on how we recall hearing it.
Spanish for Telecommunicators How we pronounce a word is usually based on how we recall hearing it. HOLA ACTIVITY: Have students tell what Spanish words they have heard at their agency. We have probably all heard – no cuelge (don’t hang up) and un momento (one moment). 1.2

11 Spanish for Telecommunicators
What Spanish words do you know?? ACTIVITY: Open discussion by class regarding what Spanish words they already know. Trainer may want to make a list of known words for all to see. 1.2

12 Spanish for Telecommunicators
Tips for the Tongue It is important to remember… that is like before or E I G H Examples: Geronimo!! Gigante 1.2

13 Spanish for Telecommunicators
is always silent J H is like Examples: H = hospital, hola, hotel; J=Jorge, Jefe 1.2

14 Spanish for Telecommunicators
Th T The letter is pronounced Examples: Teatro – theater Tio – uncle Tiempo – time Tutor – tutor 1.2

15 Spanish for Telecommunicators
Spanish Alphabet A = Ah B = beh C = seh CH = CHeh D = deh E = EH F = EH-feh G = HEH H= AH-cheh I = ee J = HOH-tah K = kah L = EH-le LL=EH-yeh M = EH-meh N = EH-neh N = EH-nyeh O = Oh P = peh Q = koo R = EH-reh RR= EH rreh S = EH-seh T = teh U = OO V = veh W=DOH-BLEH-OOH X = EH-Kees Y=E-GRIH YEH-GAH Z=SEh-TAH The Spanish alphabet looks a lot like the English alphabet but there are a few extra letters The rest of the letters are the same, but their names and sounds are different. ACTIVITY: Have students point out the extra letters. R = roll it RR = trill it W = sometimes pronounced “dohblevee;” rarely used; except for Tex Mex words Y = i griega Z = pronounced as S V = b sound 17 dialects of Spanish spoken in the world, all come from the Castillian (Spanish from Spain). 1.1

16 Spanish for Telecommunicators
Can I Buy a Vowel? Father Elementary Me Orange do à=AH è=EH í =EE ó =OH ú =Ooh One of the keys to effective Spanish pronunciation is using the correct vowel sounds. Pronounce vowels sounds as a group. U is silent when you see it before an I or an E . Examples: guitarra, guerra ACTIVITY: After going over pronunciation, write some simple Spanish words on the board and have students pronounce as a group. For example: A – (ah) padre, sala / E – (eh) me, mesa, leche/ I – (ee, machine) mi, tinta/ O- (note, home) no, nota / U – (ooh, rule) uno, luna] ACTIVITY: Practice pronunciation of vowels: Be careful to pronounce each vowel with a short tense sound; don’t drag it out! MA FA LA TA PA ME FE LE TE PE MI FI LI TI PI MO FO LO TO PO MU FU LU TU PU Ask for volunteers to pronounce the following: MI FE LA TU DO SU MI TE SO LA SE TU NO YA LI NATURAL FASCINANTE EXCELENTE IMPOSIBLE SEÑORITA 1.2

17 Spanish for Telecommunicators
When a word ends in a vowel or “n” or “s”, the next to the last syllable is stressed When you speak Spanish, you stress some syllables more than others. There are a few simple rules that tell you which syllable of a Spanish word to stress: Ex: Viernes, nombre, robaron, hola, escribo, casita, caminan, armas Question: Why are the following exceptions? Sábado Jesús Perdón Answer: Each word has an accent mark which indicates where the emphasis should be. 1.2

18 Spanish for Telecommunicators
“y” is only a vowel when it stands alone! Spanish version Spanish of “and” for “or” "y" "o" Y = and; pronounced “ee” as in Me O = or José y María José o María 1.2

19 Spanish for Telecommunicators
Consonant Sounds B C CH D F G H J K L LL M N Ñ P Q R RR S T V W X Y Z Students review their manuals: C before a soft vowel (I and U) sounds like “S” (Ciudad) C before a hard vowel (A, E, and O) sounds like “K” (Carro, como) Q always followed with a U, but never prounounced for example “La Quinta” “Queso” (sounds like K) CC makes the “Ks” sound, for example accidente (acción) 1.1/1.2

20 Spanish for Telecommunicators
Sound Off When a word ends in any consonant other than “n” or “s”, the last syllable is emphasized. Examples: Hospital, Espanol Pa-pel, Ha-blar, Me-nor, Hospi-tal, Be-ber, Ver-dad, Coci-nar, Ca-lor Q. Why are these exceptions? 1.Árbol 2. Lápiz A. The accented letter indicates where the emphasis should be. 1.2

21 Spanish for Telecommunicators
Accented Letters Help with pronunciation - Mamá, (mah-mAH) Interés (een-teh-rEHs) Terrífico (the-rrEE-fee-koh) Create new words – Si (If) Sí (Yes) Accented letters are stressed. This is an exception to the vowel rule. The accent serves two purposes: It indicates that the normal rule of word stresses does not apply You will just have to remember that, as a rule, if an accent is placed on one of the vowels, you must stress that syllable for correct pronunciation 2. It help distinguishes between two of the same words: Esta = this Esta camisa roja This red shirt Está = is La camisa roja está en mi closet The red shirt is in my closet This concept also exists in the English language. However, in English we don’t use accent marks. For example, compare the pronunciation of these words: REFUSE = RUBBISH REFUSE – CHOOSE NOT TO 1.7

22 Spanish for Telecommunicators
The “Tilde” Ñ Mañana (tomorrow) (mah-Nyah-nah) Tilde, Enye Pronounced as in Tanya. Ñ with a tilde is a letter of its own. The tilde only appears over the “n” Examples: Peña, Treviño 1.7

23 Spanish for Telecommunicators
Diéresis (Umlaut) ü Vergüenza (shame) (behr-goo-ehn-sah) Umlaut = German originated word & symbol The same name is used in other languages which have borrowed these symbols from German Spanish language borrowed and called it a Diéresis. When used over the letter “U” it is prounouced “oo” Only found over the U and it can only preceed e or i Rarely ever seen, here are a few examples: Lingüística, Pingüino ACTIVITY: Review WS-01 1.7

24 Spanish for Telecommunicators
¡Punctuation Marks! Let’s the reader know the sentence is a expressive emotion or a question. ¡Salga de la casa! Get out of the house! ¿Que es su emergencia? What is your emergency? The inverted question mark and exclamation point begin interrogative (questions) and exclamatory sentences, respectively. These inverted symbols are placed before the first letter of the sentences. They let the reader know that they are about to read a question or an expressive, strong statement. 1.7

25 Dealing with Diphthongs
Spanish for Telecommunicators A diphthong is a combination of two vowels, pronounced as a single syllable. The “a, o, and e”…are strong. That means you pronounce them with a lot of EMPHASIS. The “u” and “i” are the weak vowels, so say them softly. Dealing with Diphthongs Many different types of diphthongs: 1 weak + 1 strong, 1 weak + 1 weak They create a unique sound in the syllable and occur frequently in Spanish The basic rule of vowel combinations and syllables is that two strong vowels cannot be in the same syllable, so that when two strong vowels are next to each other, they are considered to belong to separate syllables. But other combinations — such as a strong and a weak vowel or two weak vowels — are considered to form a single syllable. Example: Strong vowels (separated into separate syllables) po-e-ma, ro-de-o, ca-no-a. Have students pronounce the following: ta-re-a, ca-er, pe-or, es-te-reo, cor-reo Example: Strong + Weak: bai –le cau-sa fa – mi- lia (ya) Example: Weak + Strong: puerto, tierra, siete, hay, cuida, ciudad, labio, hacia, paisano, canción, Europa, aire. Example: Weak + Weak: suizo, cuidado 1.8

26 Spanish for Telecommunicators
Perfect Cognate A word that is spelled exactly the same or almost the same in two different languages and has the same definition Latin had a great influence on both Spanish and English, so there are many words in Spanish that look and/or sound similar to English words. These are called cognates. You will learn to recognize and use them fairly easily. 1.8

27 Spanish/English Cognates
Spanish for Telecommunicators Spanish/English Cognates Horrible Color Natural Banana Popular Sociable Terrible Radio Soda Doctor Plaza Chocolate Trainer, then students, pronounce these cognates, using Spanish pronunciation. On a or administrative line you may hear: terrible, horrible smell = olor horrible, terrible OR Necesito un doctor. You can easily understand these words because they are Spanish/English cognates. 1.8

28 Spanish for Telecommunicators
Near Cognates Words so similar in both languages that their meanings are unmistakable. A letter or two is different, An accent mark on the Spanish word distinguishes that word from English. Examples appear on next slide. 1.8

29 Spanish for Telecommunicators
Spanish/English Near Cognates Ambulancia Momento Accidente Policía Agente Teléfono Reporte Problema Información Contrabando ACTIVITY: WS-02 Cognates and Near Cognates ACTIVITY: Ask class participants to guess at the meaning of the following near cognates, in addition to those listed on the slide: Occurrir Lista Autor Americano Militante Depende Música Rápido Tradición Transportación Permanente Memoria Posiblemente Inmediato 1.8

30 Spanish for Telecommunicators
Numbers One = uno Six = Seis Two = dos Seven = Siete Three = Tres Eight = Ocho Four = Cuatro Nine = Nueve Five = Cinco Ten = Diez Date of Birth for Spanish person = date/month Hispanics say day and month, NOT the year. This is a unique cultural difference. To get a person’s year of birth, ask, “Los numeros por favor” Response will be in individual numbers “1, 9, 5, 5,” not “nineteen-fifty-five.” ZERO = CERO 1.4

31 Spanish for Telecommunicators
Numeros Eleven = Once (OHN-seh) Twelve = Doce (DOH-seh) Thirteen = Trece (TREH-seh) Fourteen = Catorce (kah-TOHR-seh) Fifteen = Quince (KEEN-seh) Dieciseis, siete, ocho, nueve (16,17,18,19) Veinte, treinta, cuarenta, cincuenta, sesenta, setenta, ochenta, noventa, cien (20,30,40,50,60,70,80,90,100) 1.4

32 Spanish for Telecommunicators
Big Numbers Hundred Cien, Ciento Thousand Mil Million Millón Nineteen hundred Mil novecientos… Cien = 100 Ciento = 100+, such as ciento uno, ciento dos. 200 = dos cientos 1.4

33 Spanish for Telecommunicators
Area Codes Be familiar with area code(s) for your jurisdiction - [add local area code] ACTIVITY: Have students practice speaking their own phone numbers. Trainers role play as callers giving phone numbers. Have students write down the numbers as the Trainer provides them. Area codes, for example: 214 – dos catorce 940 – nueve cuarenta 817 – ocho diecisiete ACTIVITY: Have students complete Worksheets WS-03, WS- 04, and/or WS-05 to reinforce learning. 1.4/1.5/2.1

34 Spanish for Telecommunicators
What Time Is It? ¿Qué hora? Son las dos. (It is 2:00) Son las cinco y quince. (It is 5:15) Son las cuátro y media. (It is 4:30) Mediodía = Noon Medianoche = Midnight Spanish numbers are important to know, so that the time of an incident can be established during a call for service. 2.3

35 Spanish for Telecommunicators
Days of the Week Monday = Lunes Tuesday = Martes Wednesday = Miércoles Thursday = Jueves Friday = Viernes Saturday = Sábado Sunday = Domingo The Spanish names for the days of the week come from the names of the Moon and Planets! Monday-Sunday they translate as: Moon, Mars, Mercury, Jupiter, Venus, Saturn, and Domingo (Sunday) is Latin for God, the creator of the planets. ACTIVITY: Have students complete Worksheet WS-07 or 08 to reinforce learning. 2.3

36 Spanish for Telecommunicators
Months January April - Enero - Abril February May - Febrero Mayo March June - Marzo - Junio All the names of the month end in vowels, so the second to last syllable is stressed. 2.3

37 Spanish for Telecommunicators
Months July October - Julio Octubre August November - Agosto Noviembre September December - Septiembre Diciembre ACTIVITY: Have students complete Worksheet WS-09 or WS-10 to reinforce learning. 2.3

38 Spanish for Telecommunicators
Adam or Eve? “o” ending = Masculine and “a” ending = Feminine Generally, words ending in “o” are masculine. There are exceptions as in any language, the most common being: “LA mano”, “EL agua”. In Spanish, all nouns have either a masculine or feminine gender. It’s purely a grammatical feature of nouns and does not mean Spanish speakers perceive things or ideas as having male or female attributes. That is just part of the language. El esposo - husband La esposa – wife ACTIVITY: Have students complete Worksheet WS-11 to reinforce learning. 1.6

39 Spanish for Telecommunicators
One or More? As in English, nouns in Spanish can be singular or plural. The “s” or “es” ending on a noun indicates the plural. El, La Los, Las Unos, Unas El, La, Los and Las are definite articles. They refer to the specific item. For example: Give me the pen (your favorite purple pen). Un, Una, Unos and Unas are indefinite articles. They refer to any item of that kind. For example: Give me a pen (any pen) Note: Say “un momento,” not “uno momento.” If “uno” is followed by a subject, you drop the “o.” EXAMPLES: El libro, Los libros La camisa, Las camisas Un libro, una camisa, Unos libros, Unas camisas Me tiro el libro Me tiro los libros Me tiro unos libros 2.6

40 Spanish for Telecommunicators
Me, Myself & I Subject Pronouns English Spanish I Yo Tú You (informal) Usted You (formal) Él He Élla She Note the accent marks over tú is to distinguish it from tu meaning “your”. Note the accent marks over él to distinguish it from el meaning "the". Note generally, no pronoun is used for "it” as the subject of a sentence. 2.6/2.7

41 Spanish for Telecommunicators
Plural Pronouns English Spanish We Nosotros/tras You (Spain) Vosotros/tras They (masc.) Ellos They (fem) Ellas 2.6/2.7

42 Spanish for Telecommunicators
“Sir/Madam”? “usted” As a professional, you should use “usted” when addressing Spanish-speaking people as a sign of respect. Usted is the professional way to address a person, including your caller. It can replace “Ma’am or Sir” in the English language. Tú is used between close friends or when speaking to children. DISCUSSION: Would you use Usted or Tú when speaking to a callers? (Answer depends on the perceived age of the caller! Only if you know for certain that the caller is a child would you use tú. Señor, Señora, Señorita Don, Doña Usted tiene hijos? Come se llama usted? Quiero hablar con usted. 2.8

43 Spanish for Telecommunicators
Greetings Good Morning Good Afternoon Good Evening How may I help you? Can I help you? Thank You for calling Have a good Day Hope it goes well Buenos días Buenas tardes Buenas noches ¿Cómo le puedo ayudar? Puedo ayudarle? Gracias por llamar ¡Que tenga buen día! Que le vaya bien Always follow any SOPs your agency has for communicating with callers. We’re going to learn some useful phrases. Hasta la vista – Until I see you 1.3

44 Spanish for Telecommunicators
I am the VOICE of 9-1-1 Bueno, habla la despachadora de 911. Hello, this is the 9-1-1(female)dispatcher Bueno, habla el despachador de Hello, this is the 9-1-1(male)dispatcher Practice these phrases. 2.2

45 Spanish for Telecommunicators
What’s in a Name? ¿Cómo se llama? ¿Que es su Apellido? ¿Que es su nombre completo? “Que es su nombre completo” allows you to get the full name of the caller. In TCIC, to find a name match, TCIC will automatically run all combinations of names. In some Latino cultures the woman keeps her mother’s maiden name and adds her husband’s surname after marriage. The combination of surnames can be very variable. 1.3/2.1/3.2/4.1/5.1/6.1

46 Spanish for Telecommunicators
Spanish Last Names Juan Roberto Gonzalez López Gonzalez is his father’s last name. López is his mother’s name. Ana Maria Pérez Soto de* Cruz Pérez is her father’s last name. Soto is her mother’s name. Cruz is Ana Maria’s married name. * “de” means “of, from, or about” and is often used to indicate that a woman is married. In many Hispanic countries people are given 2 last names (apellidos) The 1st last name is the father’s and 2nd is the mother’s. This system for assigning last names is a characteristic of all parts of the Spanish speaking world, although it is not widely used by Hispanics living in this country. When Hispanic women marry they might formally replace their 2nd (maternal) last name with their husband’s first last name: Class Practices on next slide. 2.9

47 Spanish for Telecommunicators
Let’s Practice If Antonio Roberto Treviño Gonzalez married María Victoria Mata Resendez, what would be her married names? If they have a baby boy named José María, what would his full name be? ACTIVITY: Have class practice using the examples on the Slide First Question’s answer: María Victoria Mata Resendez de Treviño Second Question’s answer: José María Treviño Mata 2.9

48 Spanish for Telecommunicators
Helpful Phrases Speak slowly, please - Hable despacio, por favor I speak little Spanish - Hablo poco español Is there anyone there who speaks English? ¿Hay alguien alli que habla ingles? Repeat - Repita Louder isn’t better! Callers are speaking another language, they are not Deaf. 1.3/2.5

49 Hispanic Cultural Norms
Spanish for Telecommunicators Hispanic Cultural Norms Traditional gender roles Family dynamics Children as Interpreters Discuss Machismo and Marianismo Machismo plays a significant role in the Puerto Rican and other Hispanic/Latino groups. There are traditional gender roles and related behaviors for men and women. Latinos follow a generally matriarchal society. The male may have the “authority” within the family, but the role of the mother is very powerful. She can be the real power behind the scene, having more control than is officially recognized. Mothers and women are often active in the roles of negotiation and education. ( Traditionally, the Hispanic family is a close-knit group and the most important social unit. The term “familia” usually goes beyond the nuclear family, to include the extended family. 2.11/2.12/2.13

50 Spanish for Telecommunicators
I do not understand - No entiendo Can you understand me? - ¿ Me entiende? Does anyone speak English? - ¿ hay alguien que habla ingles? Make certain you are communicating effectively by asking if you are understood, or honestly stating “I do not understand.” 1.3/2.5/3.2

51 Spanish for Telecommunicators
Do you have an emergency, yes or no? Tienes una emergencia, si o no? Do you need…the Police? Necesitas la policia? …the Paramedics? …los medicos? …the Fire Department? …los bomberos? Refer to manual for additional vocabulary regarding police, fire, and EMS response. 1.3/2.3/3.2/4.1/5.1/6.1

52 Key Phrases to Verify ALI/ANI
Spanish for Telecommunicators Key Phrases to Verify ALI/ANI What is your address? ¿Que es su dirección? What is your phone number? ¿Que es su número de teléfono? If you need the phone number given one number at a time, say, “despacio, necesito los numeros uno por uno.” ACTIVITY: Trainers give multiple examples of addresses. Students translate the addresses into English on paper. 1.3/2.1/3.2/4.1/5.1/6.1

53 HELP! Using [Translation Service]
Spanish for Telecommunicators HELP! Using [Translation Service] [Insert the process for conferencing with your agency’s translation service] [Insert your prompts, such as: What language, please? Client ID? Client Name? Other?] Know when to get a translator involved! Don’t try to use your 3-day course in Spanish to handle the entire call! Instead, learn to recognize key words indicating a police, fire or medical emergency. To get complete information, or provide instructions to your caller, be familiar with and use your agency’s translation service. To make a translation service call faster, INSTEAD OF WAITING FOR PROMPTS from the service, say, “This is 9-1-1, and give your account information without waiting for prompting. YOU ARE IN CHARGE OF THIS CALL! Don’t worry about being polite (for example, saying “Please ask the caller this or that”). The biggest compliment an interpreter can receive is that you and the caller “forget” she’s on the call. If your caller is anxious to speak, at the start of the call, even before giving your Client information, have the interpreter tell the caller, “Just a moment, I must speak first with ” Speak directly to the caller, not the interpreter. For example, “What is the location?” rather than, “Ask him what is his location.” This saves valuable time. Be aware that it takes 20% more time/words to say something in Spanish, than English. This is called “language swell.” - Information from training conducted by a “Language Line” ambassador/translator. 2.5

54 Spanish for Telecommunicators
Who’s on First? Which? Who? What? When? Where? Why? How? How Many? ¿Cúal? ¿Quién? ¿Qué? ¿Cuándo? ¿Dónde? ¿Por Qué? ¿Cómo? ¿Cuánto All have accent marks because they are used in a question. Qué tipo? = what type? Con qué? = with what? ACTIVITY: Have students complete Worksheet WS-12 to reinforce learning. 2.3

55 Spanish for Telecommunicators
Good to Know Please, don’t hang up… don’t hang up. Por favor, no cuelge… no cuelge. One Moment Un Momento Please don’t hang up. Wait for a translator. Por favor, no cuelge. Espere a un traductor. Just a moment, I need to send help Un momento, necesito mandar ayuda. Repeat each phrase to emphasize. ACTIVITY: Have students recite these phrases as a class, then again individually. 1.3/3.2/3.3/4.1/5.1/6.1

56 Spanish for Telecommunicators
Easy on the Ear! Calm down ¡Calmese! Help is on the way. Ayuda esta en camino. Remember not to yell or raise your voice. Spanish speaking callers are not Deaf. 1.3/3.2/4.2/5.2/6.2

57 Weapons? ¿Hay Armas, Si o No? ¿Que tipo?
Spanish for Telecommunicators Weapons? ¿Hay Armas, Si o No? ¿Que tipo? Gun/Pistol Knife Hammer Scissors Stick Bat Pistola Cuchillo Martillo Tijeras Palo Bate By asking about weapon using, “Si o no?,” YOU stay in control of the call. The Spanish word “Hay,” is pronounced like the English letter “i”. It translates as “Is/are there?” when inflected as a question, and “There is/there are” when stated without the inflection of a question. 3.1/4.1/4.5

58 Weapons? ¿Hay Armas, Si o No? ¿Que tipo?
Spanish for Telecommunicators Weapons? ¿Hay Armas, Si o No? ¿Que tipo? Rifle Shotgun Bottle Axe Chain Dagger Rifle Escopeta Botella Hacha Cadena Daga 3.1/4.1/4.5

59 Spanish for Telecommunicators
Mas armas! Rope Switchblade Bomb Brick Razor blade Mecate Navaja/Daga Bomba Ladrillo Hoja de afeitar 3.1/4.1/4.5

60 Spanish for Telecommunicators
Words to Listen for… A fight– Una lucha or pelea Fighting – Luchando/Peleando Bomb threat - Amenaza de bomba Car accident - Accidente de carros Bicycle accident - Accidente de bicicleta Telephone threat - Amenaza por teléfono 4.1

61 Spanish for Telecommunicators
Let’s all agree Adjectives agree in number and gender with the nouns they describe or modify The white blouse - La camisa blanca The yellow cars - Los carros amarillos Examples: El perro negro, La niña bonita 2.7/2.4/2.9

62 Spanish for Telecommunicators
Descriptions Tall Short Thin Stocky/Fat Young Old Hispanic Caucasian African-American Alto –a Bajo –a Delgado –a Gordo –a Joven Viejo –a Hispano –a Blanco –a / Güero - a Negro –a / Moreno - a ACTIVITY: Practice descriptions. Using felt or magnetic board(s), dress male and female figures and have the students provide Spanish language descriptions. OR - Divide the group into partners and have one person provide a description in Spanish, while the other person translates the description into English. Handsome – guapo Pretty – bonita Feo – ugly 2.4/4.3

63 Spanish for Telecommunicators
Colors Black White Blue Brown Yellow Orange Green Red Silver Silver Plated Pink Purple Gold Negro /a Blanco /a Azul Moreno /a, Café / Marrón Amarillo Anaranjado Verde Rojo /a Plata Plateado Rosa Morado – a Oro Eye colors: Azules – blue Verdes – green Garzos – hazel Moreno, café – brown Claros – light, blue 2.4/4.3/4.4

64 Spanish for Telecommunicators
What Color Hair? What color is his /her hair? ¿Qué color es su pelo? Blond, brown, black Rubio, café, negro Brown, brown (dark) hair Pelo café /Moreno/Prieto Black hair Pelo negro White hair Pelo blanco Medium hair Pelo mediano Redhead rojo or pelirojo Bald Calvo, Pelón Gray hair Canas 2.4/4.4

65 Do blondes have more fun?
Spanish for Telecommunicators Do blondes have more fun? Brunette Gold Dark Gray Light (color tone) Silver Silver Plated Straight Curly Short Long Moreno Dorado –a/oro Oscuro –a Gris Claro –a Plata Plateado Liso Rizado,rizo Corto Largo Hair colors 2.4/4.3

66 Spanish for Telecommunicators
More descriptors Describe the person Describa la persona Race Weight -- Raza Pesa Gender Freckles -- Sexo -- Pecas Height Dimples -- Altura -- Hoyuelos Use this slide to review 2.4/4.3

67 Spanish for Telecommunicators
All Dressed Up What is the person wearing? ¿Qué lleva puesto(a)? Shirt Pants Socks Shoes Coat Jacket Hat/cap Dress Sandals Camisa/Playera Pantalones Calcetines Zapatos Abrigo Chamarra/Chaqueta Sombrero/gorra Vestido Sandalias/Chanclas Qué color? What color? 2.4/4.3

68 Key Information Needed
Spanish for Telecommunicators Key Information Needed Where are you hurt? ¿Donde estas herido? Is there blood? ¿Hay sangre? From where? ¿De donde? From where is the blood? ¿De donde esta sangrando? It is important to know which body part was or is injured. Where are you hurt? = Donde estas herido? Is there blood? = Hay sangre? From where? = De donde? Where are they/you/he/she bleeding from? = De donde esta sangrando? 2.3/6.1

69 Spanish for Telecommunicators
Body Parts Head Hair Eyes Nose Mouth Arm (s) Hand (s) Finger (s) Legs Feet La cabeza El pelo/cabello Los ojos La nariz La boca El (los) brazo (s) La (s) mano (s) El (los) dedo (s) Las piernas Los pies ACTIVITY: Using drawings, magnetic or felt boards or dolls have students practice words from Desciptor Slides. 4.3/6.1

70 Spanish for Telecommunicators
More Body Parts Ear = La Oreja Lips = Los Labios Face = La cara Teeth = Los Dientes Continue magnetic or felt board activity. Forehead – la frente ACTIVITY: Have students complete Worksheet WS-13 to reinforce learning. 4.3/6.1

71 Spanish for Telecommunicators
¿Qué es su… Name (complete) Address Zip Code Phone Number DOB Place of Birth Age Work (Place of) Nombre completo Dirección y calle Código (Zona) postal Número de teléfono Fecha de nacimiento Lugar de nacimiento Edad o años Trabajo Also: Where do they work? Donde trabaja? 2.1

72 Spanish for Telecommunicators
Let’s Review Alphabet Numbers Weekdays Colors Clothing Information to establish an event ACTIVITY: Use verbal exercises and/or handouts to reinforce language that has been learned. Ask students if there are any additional words they want to know to take back and use at their agency.

73 Miscellaneous Identifiers
Spanish for Telecommunicators Miscellaneous Identifiers Scars Marks Tattoos Glasses Contact Lenses Pregnant Drunk/Inebriated Cicatrices Marcas Tatuajes Lentes (Ante Ojos) Lentes de contacto Embarazada Borracho/a Tomado Intoxicato Dead = muerto Kill = matar Crazy = loco Mental = mental Suicide = suicidio Pills = pastillas Murderer = asesino Gang member – pandillero Gang – ganga Criminal = criminal Delinquent = delincuente Bank robber = atracador Rapist = violador Suspect = sospechoso Terrorist = terrorista Burglar, robber, thief = ladrón 4.1/4.3

Spanish for Telecommunicators VEHICLE DESCRIPTIONS ¿Tipo del auto? Carro Camion/troca SUV Camioneta/Van Autobús Una bicicleta Una motocicleta ACTIVITY: Trainer gives the Spanish word for each type of vehicle. Many are near cognates. Students attempt to translate the vehicle type. 4.4

75 More Vehicle Words to Use
Spanish for Telecommunicators More Vehicle Words to Use ¿Dos puertas? Doors ¿Cuatro puertas? Doors ¿Ano? Year ¿Es viejo? Old ¿Es nuevo? New ¿Color? Color ¿Numero de placa? License Number ¿State? State 4.4

76 What Direction are You Going? ¿Qué dirección vas?
Spanish for Telecommunicators What Direction are You Going? ¿Qué dirección vas? NORTH/NORTE WEST/ OESTE EAST / ESTE Left – izquierda Right – derecha Straight ahead – todo seguido Next to – al lado de Infront of – enfrente de In back of or behind – detrás de Up – arriba Down – abajo Near – cerca de Far – Lejos de SOUTH/ SUR 4.4

Spanish for Telecommunicators VEHICLE ACCIDENT – Key Words Un choque (a crash) El choque (the crash) Atropellado (run over) Herido/Lastimado (injury) 6.1

78 Theft, Robbery or Burglary – Key Words
Spanish for Telecommunicators Theft, Robbery or Burglary – Key Words Robo – Burglary and Robbery Ahora – Now (in progress) Esta mañana – this morning Anoche – last night Ayer - yesterday Listen for words that indicate “when” to establish the event. 2.3/4.1/5.1/6.1

Spanish for Telecommunicators DOMESTIC VIOLENCE - Key Words Pegar (Hit) Golpear (Hit) Matar (Kill) Violento (Violent) Loco (Crazy) Drogas (Drugs) Tomado (Drunk) Intoxicado (Intoxicated) ¿Hay heridos? Is anyone hurt? 3.1/4.1

80 Spanish for Telecommunicators
Family Members Mother, Father Parents Relatives Spouse Child Guardian Grandmother Grandfather Aunt/ Uncle Mamá, Papá Padres or Papas Parientes Esposo (a) Niño (a) Guardián Abuela Abuelo Tía / Tío Stepfather – padrastro Stepmother – padrastra Son – hijo Daughter – hija Cousin – primo Nephew – sobrino Niece – sobrina Father in law – suegro Mother in law – suegra Brother in law – cuñado Sister in law – cuñada Daughter in law – nuera Son in law – yerno 4.1

81 Spanish for Telecommunicators
Scenario Respond to a DV call – 1:45 am Relative Bruises, cuts Not the first time Alcohol involved Unknown weapons ACTIVITY: Have students listen and ask questions to get information from a caller reporting a Domestic Violence incident. 4.1

82 The 4 Commandments of EMD
Spanish for Telecommunicators The 4 Commandments of EMD Is it a male or female? Boy or girl? ¿Es hombre o mujer? ¿Es niño o niña? How old is he / she? ¿Cuántos años tiene? Is he / she conscious? ¿Está conciente? Is he / she breathing? ¿Está respirando? Certified Emergency Medical Dispatchers need to ask all four of these questions to establish the event. 6.1/6.2

83 Spanish for Telecommunicators
CHIEF COMPLAINTS Ataque al corazón Dolor de pecho Enfermedad La herida El dolor Hacerse daño La Fiebre El resfriado La gripe La tos Heart attack Chest Pain Illness, Sickness Injury Pain To injure oneself Fever Common cold Flu Cough Follow SOP’s on HIPPA rules. Ataque de alergia – Allergy attack, allergic reaction 6.1

84 Spanish for Telecommunicators
CHIEF COMPLAINTS La Fractura El SIDA La Pulmonía El Infarto de Corazón El Inválido/a La Medicina La Receta/Prescripción Fracture AIDS Pneumonia Cardiac arrest Handicapped Medication Prescription AIDs – there are important SOPs in broadcasting this info. Follow your agency’s policy. 6.1

85 MEDICAL CALLS – more vocabulary
Spanish for Telecommunicators MEDICAL CALLS – more vocabulary Faint Desmayo Bleed Sangrar Burn Quemar Swollen Hinchado 6.1

86 Spanish for Telecommunicators
FIRE CALLS – Key Words Fire Lumbre/Fuego/Encendio Firefighter Bombero Burning Quemando Is everybody outside? ¿Estan todos afuera? Get Out! ¡Salgese! Stay outside! ¡Quedese afuera! Humo – smoke Fumar – smoke cigarrettes ACTIVITY: Trainer uses phrases below to practice with students to assure that students identify key words related to a Fire response: ¡Mi casa esta en fuego! MEE kah-SAH ehs-TAH N FWEH-goh My house is on fire! ¡Hay sacate en fuego! EYE sah-KAH-the N FWEH-goh There is a grass fire. ¡Hay un carro n fuego! (or other type of vehicle on fire) EYE OOHN KAHR-roh N FWEH-goh! There is car on fire! ¡La estufa esta en fuego! LAH ehs-TUH-fah ehs-TAH N FWEH-goh The stove is on fire! ¡Hay un fuego! EYE OOHN FWEH-goh There is a fire! ¡Hay un fuego electrico! EYE OOHN FWEH-goh eh-LEHC-treeh-coh There is an electrical fire! ¡Hay basúra en fuego EYE bah-SUE-rah N FWEH-goh There is trash on fire! ¡Hay un fuego de contenedor! EYE OOHN FWEH-goh DEH cohn-teh-NEH-dohr There is a dumpster on fire! ¡Hay un traila en fuego! EYE OOH-nah trah-EE-lah N FWEH-goh There is a trailer on fire! (trailer can also be 18-wheeler) ¡Hay algo en fuego! EYE AHL-goh N FWEH-goh! There is something on fire! 5.1/5.2

87 Spanish for Telecommunicators
SCENARIO Answer call Tell caller you speak little Spanish Get location Get call back number Police, Fire, or Ambulance? ACTIVITY: Use as practice for Oral Review

88 Spanish for Telecommunicators
SCENARIO Tell caller you don’t speak much Spanish. Verify Caller’s address and phone number Tell caller not to hang up Get Language Line on the phone Use as practice for Oral Review

89 Spanish for Telecommunicators
Recommended Reading Essential Spanish for Law Enforcement Mastering Spanish Vocabulary

90 Spanish for Telecommunicators

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