Why empathy is an interpreter’s superpower

The Pope’s passing has made me think a lot about empathy, and so I was interested to read a study published in the journal Personality and Individual Differences which suggests that interpreting improves empathy.

It found that language students with interpreting experience were more empathetic than language students without interpreting experience.

That rings true to me. When we interpret, we inhabit someone else’s voice and perspective, stepping into their shoes for the duration of the assignment. We’re also continually exposed to a wide variety of different cultures, languages and personalities.

Over the years, I’ve helped people communicate stories spanning the highs and lows of human experience. I once interpreted a meeting between Nane Annan, the wife of former UN Secretary-General Kofi Annan, and a woman from Afghanistan who had survived an acid attack.

It was an incredibly difficult but moving experience. I wanted her story to be heard as powerfully as she had lived it. That meant more than just translating words. It meant expressing the full emotional gravity of her story.

It’s a level of sensitivity that AI will never be able to replicate, in my opinion.

While I certainly think interpreting develops empathy, I also wonder whether the nature of the work attracts more naturally empathetic souls.

I’m lucky to work alongside some wonderfully kind-hearted colleagues, and their support makes all the difference when you’re working in a high-pressure situation. We provide each other with a listening ear and share useful resources, such as this fascinating podcast on the power of meditation, recently shared with me by a colleague who knows I’m interested in self-development.

It is important to balance empathy with professionalism, of course. Interpreters need to channel powerful emotions without losing focus, walking a fine line between compassion and composure. Empathy, in this work, isn’t a soft skill – it’s a superpower.

Interpreting at the Italian Embassy

I was recently reminded of President Zelensky’s recent meeting with Prime Minister Meloni — the two of them were in the very same room at the Italian Embassy in London where I interpreted last month. I was there on assignment with an Italian healthcare delegation, facilitating high-level discussions on international cooperation in obesity treatment and public health policy. It was a privilege to support such vital dialogue in a space that continues to host significant diplomatic encounters.

The Italian Embassy is nothing short of magnificent. The reception rooms are furnished with Italian design classics, while the walls are lined with baroque paintings and tapestries woven during the Italian Renaissance. Even the catering is exquisite, showcasing the best of Italian cuisine. It’s not just a diplomatic venue, but a cultural showcase, a little slice of Italy in the heart of Mayfair.

As an interpreter, assignments held in grand venues can add an extra layer of pressure. The building itself can feel intimidating, even before the audience has arrived.

I’ve been lucky to work at the Embassy several times over the years, so it now feels like familiar territory. Even so, I still arrive early to all my assignments, so I can acclimatise to my surroundings. I like to have time to find my way around and get fully briefed by the organisers, as well as speaking to the people I’ll be interpreting for, so I can tune into their accent and develop rapport.

Going beyond textbook Italian

During a recent business Italian lesson with one of my executive clients, we found ourselves going down a delightful rabbit hole on the topic of Baci Perugina, Italy’s most romantic chocolates.

These dark chocolate ‘kisses’ are wrapped in foil, each one hiding a little paper slip with a love note or inspirational quote inside.

I mentioned to my client that Perugina recently announced they’re experimenting with replacing the written messages with QR codes. The idea, apparently, is to modernise the experience. Personally, I find the idea a bit tragic, there’s something magical about unwrapping a chocolate and discovering a tiny message tucked inside, like a miniature Valentine’s card.

My client thinks it’s just a publicity stunt – I hope he’s right!

I always try to come up with interesting topics to discuss in our monthly conversation sessions so that we can go beyond textbook Italian and explore culture and current affairs.

Language learning should be more than grammar drills (although a colleague does cover that in separate classes). By making the conversation stimulating, my students learn to speak naturally and confidently about all sorts of topics – and they have fun while doing so.

If you’re a business leader looking to improve your Italian, get in touch to find out more about my executive language coaching service, tailored to fit your busy schedule.

Start Q2 strong: Mentorship that moves your career forward

I’ve recently had the pleasure of mentoring a lovely interpreter — let’s call her Daisy — who’s just taken the leap to start her own agency.

We first connected when she booked a power hour with me. What started as a one-off session quickly turned into something more meaningful: Daisy asked if I’d support her throughout the year with quarterly coaching sessions, and of course, I said yes.

Before each session, she sends me her questions and updates, and I take time to prepare thoughtful, detailed responses tailored to her journey.

So far we’ve covered topics such as creating watertight contracts, developing policies and operating procedures, and reaching out to potential clients.

I draw deeply from my own experiences building an agency, but tailor my advice around Daisy’s specific context, goals, and strengths.

I’ve been running mentoring sessions for three months now, and it’s been an absolute joy. I love sharing what I’ve learned over the years as I’ve built my own business. It’s so satisfying to help clients get clear on their path forward and to cheer them on as they work towards their dreams.

And when she wrote to me after our last session to say,

“You’re amazing. I grow every time we meet.”

I’ll admit, I got a little emotional, because that’s exactly why I do this.

If you’re an interpreter who’s dreaming of growing your own business — and doing it with clarity, confidence and a little cheerleading along the way — join the waitlist for my mentoring programme.

I only take on a small number of mentees at a time, but I’d love to hear from you.

Behind the scenes at Dior’s D-Journey Bag launch

Stepping into the world of haute couture as an interpreter requires a seamless blend of linguistic precision and cultural fluency, much like the elegant stitching that defines Dior’s creations themselves.

This month I was honoured to be interpreting for the exclusive European launch of Dior’s latest masterpiece: the D-Journey bag — unveiled on the Spring/Summer 2025 catwalk and envisioned by Maria Grazia Chiuri as a hands-free companion for modern life, blending practicality with Dior’s signature macrocannage and timeless elegance.

I had the privilege of lending my voice to Agnès, one of Dior’s master artisans who travelled from her atelier in Florence to demonstrate the exquisite craftsmanship behind the new D-Journey bag to an exclusive group of valued clients.

This versatile creation has already been dubbed the “ultimate must-have” by Rosamund Pike, and I was honoured to help share its story in real time.

Designed for ultimate versatility, the strap system allows for seamless transitions between cross-body, shoulder, and hand-carry options. One of the standout features is the fine gold lettering, which requires meticulous polishing — each letter is treated individually to achieve the desired brilliance and optimal light reflection. These elements are applied manually using a precision-controlled machine that becomes, quite literally, an extension of the artisan’s hand.

For this assignment, my soft skills mattered just as much as linguistic precision. This wasn’t just about translating words. It was about weaving a magical brand experience for Dior’s most valuable customers, Dior ambassadors and A-listers.

When someone is investing in a Dior bag, they’re not just buying a product. They’re buying a story, a memory and a deeply personal immersion into the elegant world of Dior.

During this four-day launch event, I became part of the Dior team, helping to shine a light on the artistry involved in every stitch and explaining the historical significance of each design element. I also helped Agnes to develop a warm rapport with the guests. She spoke with so much pride about her work, and it was a privilege to help her share her passion and expertise.

Having now worked with Dior for several years, I’ve built up a strong knowledge of the brand’s history and the creative process behind the bags. This allows me to contribute more proactively – anticipating questions, offering context, and helping the conversation flow naturally.

It was a joy to work with Agnes and her lovely colleagues again. I’ve got to know them quite well over the years, and I was reminded of how much trust and consistency matter in this line of work.

Of course, I needed to show up looking every bit as polished and chic as my clients for this assignment, and as a fashion lover, I had great fun styling my outfits each day. I don’t get a clothing allowance sadly, but it was a wonderful excuse to invest in my wardrobe!

Working for Dior is a dream come true for me, but I still have a couple more clients on my professional bucket list to check off. I’d love to interpret for the Royal Family or 10 Downing Street one day. So, if you know anyone who needs an Italian interpreter with discretion, diplomacy and a great handbag…😉

Italy’s flourishing family businesses

I was delighted to learn that Italy has the second highest number of businesses in the FT’s recent ranking of Europe’s top 300 ‘long-term growth champions’ – second only to Germany.

Like Germany, Italy has an exceptionally high concentration of family businesses – and they tend to outperform non-family businesses. Many of the companies featured in the FT’s list are multi-generational enterprises, including veterinary pathology laboratory MyLav and Palermo-based luxury retail platform Giglio.com.

​A study by McKinsey identifies four key reasons why family firms succeed: a strong sense of purpose, planning for the long-term and reinvesting in the business, financial caution, and the ability to make decisions quickly.

It’s this last factor that helped Naples-based vinegar-maker Acetificio Andrea Milano make it onto the FT’s list. Marketing director Fabio Milano – a fifth-generation employee – said that being a family business had allowed them to innovate and launch new products more easily.

A decade ago the company started making apple cider vinegar (ACV) in response to a social media-fuelled surge in demand overseas. They now make millions of litres of ACV every year, and 70% of their revenue comes from exports.

If boosting exports to Italy, or from Italy to the UK or US is part of your business strategy in 2025, I can help you every step of the way: interpreting at client meetings, translating contracts or providing one-to-one executive tutoring to help you perfect your business English.

And if you’re planning to expand elsewhere, I can connect you with interpreters and translators in more than 150 languages. Just last week, for example, I helped a client who needed subtitles translated from Korean to English.

Find out more here

Why interpreters should swerve the gig economy

At an assignment in Copenhagen last month, the discussion focused on the new EU Platform Work Directive, which is designed to improve conditions for Europeans working via digital labour platforms.

The measures include ensuring workers’ employment is classified correctly and restricting the use of algorithms, such as stopping workers from being automatically fired without human oversight.

This got me thinking about the gig economy’s impact on the interpretation and translation industry. Platforms like Upwork make it easier to connect with clients, but they devalue our work – turning our skills and knowledge into a commodity traded at the lowest price.

That’s why it’s so important for new interpreters and translators to focus on building their own business, by doing three things:

• Creating a personal brand to attract good quality clients – and communicating the added value we can bring to their business, beyond simply translating words.
• Building a network of colleagues who’ll share referrals and recommendations.
• Connecting with reputable agencies who’ll match you with good assignments.

If you would like help to find more – and better – clients, I now offer one-to-one mentoring power hours for interpreters. These focused, practical sessions are designed to help you overcome your business challenges and move forward with confidence.

Lessons on charisma from a Nobel Peace Prize winner

I can’t believe it’s already February – the month of LOVE!

Despite my best intentions to have a ‘Slowanuary,’ it turned out to be an unusually busy month. I took a whistlestop business trip to Europe, stopping in Maastricht, Luxembourg, and Amsterdam.

I was also a panellist at the Institute of Translation and Interpreting (ITI) Parent & Carer Network’s sold-out webinar on building an online presence and I beta-tested my new mentoring programme for interpreters – more on that later in this newsletter.

One common theme in my conversations about building businesses has been the importance of cultivating new relationships. Beyond skills and expertise, what truly sets successful professionals apart is their ability to connect with others. Charisma plays a crucial role in fostering strong relationships, building trust, and inspiring confidence.

One of the most charismatic individuals I’ve worked with was the late Betty Williams, who won the Nobel Peace Prize after she co-founded a movement to end violent conflict in Northern Ireland, and later campaigned for peace across the world.

It’s more than a decade since I met Betty and her daughter Deborah during a UNICEF conference in Florence, but I can still vividly remember our conversation. She was articulate, intelligent and the epitome of kindness. We formed an immediate bond and kept in touch for several years afterwards through her daughter, Deborah.

So what was Betty’s secret?

In her book The Charisma Myth, Olivia Fox Cabane identifies three behaviours which combine to produce charisma: warmth, presence and power. These are largely communicated through body language and the way we deliver our words.

When I think back to our meeting, Betty embodied all three of these qualities. She asked me questions about my life, and then listened to my answers with genuine interest (presence). She was very confident (power) but also radiated warmth. She smiled as she spoke, gently touched my arm and looked at me intently with her sparkling blue eyes.

It was easy to see how she’d been so successful at inspiring people to join her peace movement.

Most people assume that charisma is innate – a natural magnetism that you’re either blessed with or not. But as Fox Cabane explains in her book, charisma is a set of skills which can be acquired with practice. She provides lots of tips and techniques for doing just that in this video. You can also find some of my own suggestions here.

How to greet your Italian clients – without embarrassment!

As February is the month of love, I thought I’d share some advice on a matter which can be the source of some cross-cultural anxiety: kissing.

I’m not talking about romantic smooches here, but the cheek-to-cheek kiss greeting.

Despite the Italian reputation for effusiveness, the kiss greeting is reserved for family, friends or at the very least, acquaintances. So if you are meeting a stranger or a contact for the first time, particularly in a business context, a simple handshake is most appropriate.

If it looks like your Italian contact is moving in for a kiss greeting, here’s how to proceed:

1) Place your hand lightly on the other’s shoulder – hugs are mainly for close friends.

2) Lean in and lightly graze your right cheek against their right (to confuse matters, in some Italian regions they start with the left cheek, but as most countries start on the right, this is your safest bet). I personally don’t like air kisses – there should be contact between your skin and theirs!

3) Repeat the process on the other cheek. Two kisses are the norm for Italians, as well as many other European countries. Belgians, the Swiss and the Dutch – as well as those in some parts of France – are more enthusiastic, opting for three. There really are no hard-and-fast rules, and of course, the person you are meeting may also be trying to adapt to your cultural norms.

Try to keep your body relaxed, follow the other person’s lead and if in doubt, offer a handshake – and remember that a warm, genuine smile that reaches your eyes is the best greeting of all.

As an Italian, I am well-versed in these customs, and I still recall a meeting with an Italian executive in Rome. He instinctively leaned in for a kiss greeting while I extended my hand for a handshake! We both laughed, turning an awkward moment into a great icebreaker that set a positive tone for our conversation. It was a reminder that even within the same culture, habits and expectations can differ, leading to unexpected but lighthearted moments.

Want to grow your interpreting business in 2025?

This month I’m trialling my new business mentoring programme for freelance interpreters who want to fast-track their path to a thriving business.

I know how hard it is when you’re just setting out as a freelancer. There’s lots of general advice out there, but what I aim to provide is support tailored to your particular circumstances, drawing on my own in-depth knowledge of the interpreting industry.

During a one-to-one ‘power hour’ session on Zoom, I’ll help you tackle your most pressing problem, whether that’s finding more (and better paying) clients, handling challenging assignments or setting your business up for success.

You’ll leave the call with a personalised action plan designed to help you move forward with your dreams in 2025.

The initial beta phase has been a great success, with three wonderful interpreters already participating in mentoring sessions this January. Building on this momentum, I’m excited to expand this service throughout 2025.

If you’re ready to take your skills to the next level, join my waitlist here!