Trust is earned in every interaction

Trust sits at the heart of communication support and interpreting. 

Without it, even technically accurate work can feel uncomfortable, unsafe or unequal. Yet trust cannot be assumed simply because we have qualifications, experience or good intentions. It is built gradually through the choices we make before, during and after every assignment.

For hearing Communication Support Workers and sign language interpreters, this means being willing to reflect not only on our practical skills, but also on the position we hold and how that position may affect the Deaf people we work alongside.

Understanding the power within the role

CSWs and interpreters are there to provide access to communication. However, the role can also carry more influence than we sometimes recognise.

We may have access to conversations, systems and information that Deaf people have historically been excluded from. We may be listened to by hearing professionals in ways that Deaf people are not. Our description of an interaction may also influence how others view the Deaf person involved.

This does not mean we are intentionally misusing our position. It means that good intentions alone are not always enough. Recognising the power within the role helps us use it more carefully and responsibly.

Why honest feedback can feel risky

It is easy to say that Deaf people should tell us when something is not working. In reality, giving honest feedback to a professional who controls access to important information can feel risky.

A Deaf person may worry about being seen as difficult, demanding or ungrateful. They may also be concerned that their comments will be shared with other professionals, affecting the support available to them in the future.

There is also a practical issue. During a lesson, meeting, conference or medical appointment, the Deaf person should be able to focus on the information being communicated. They should not have to monitor our signing, remember our mistakes and provide a detailed assessment afterwards.

We can welcome feedback without placing responsibility for our professional development on the Deaf people we support.

How we respond matters

Receiving feedback is not always comfortable, particularly when we care deeply about doing a good job. However, our response can either strengthen trust or make honest communication less likely in the future.

We may feel an immediate need to explain our decision or defend our intention. Sometimes an explanation is useful, but listening should come first.

A calm response might be:

“Thank you for telling me. I understand why that did not work for you. I’ll make sure I approach it differently.”

We do not need to agree with every comment automatically. We do need to take it seriously, consider its impact and respond without making the Deaf person manage our emotions.

Accountability is part of professionalism

Trust is not only affected by our individual work. It is also shaped by how we respond when we notice concerning practice from colleagues.

Looking away may feel easier, especially when we know and respect the person involved. However, remaining silent can allow poor practice to continue and leave Deaf people carrying the consequences.

Accountability does not need to be aggressive or humiliating. It can begin with a private conversation, a reflective question, supervision or guidance from an appropriate professional body.

Supporting colleagues should include helping one another recognise mistakes, strengthen boundaries and improve practice. Protecting the reputation of the profession should never become more important than protecting the people it exists to serve.

Be careful with assignment information

Conversations between professionals can sometimes move from necessary preparation into inappropriate information-sharing.

Before discussing a Deaf client, student or colleague, it is worth asking:

• Is this information genuinely necessary?
• Does it help provide effective communication access?
• Would I be comfortable if the Deaf person heard this conversation?
• Could my words affect how another professional approaches them?

Labels such as “difficult” can follow people from one assignment to another. They can shape expectations before the next professional has even met them.

Confidentiality is not simply about avoiding names. It is about treating people’s experiences, identities and personal information with care.

Allyship is demonstrated, not declared

Wanting to support the Deaf community is important, but describing ourselves as an ally does not automatically make us one.

Allyship is visible in our everyday practice. It can mean stepping back when a Deaf person is speaking for themselves, challenging an inaccessible process, respecting someone’s preferred way of communicating or acknowledging a mistake without making excuses.

It also means understanding that professional warmth does not entitle us to immediate friendship or personal trust. A Deaf person may appreciate our work without wanting a personal relationship with us. Professional respect must leave room for that boundary.

Trust is not something we can request or expect. It is something other people decide whether to give us based on what they experience.

Small choices can build or weaken trust

Trust is often shaped by moments that appear insignificant to us.

It may be affected by whether we:

• Arrive prepared and on time.
• Respect the Deaf person’s communication preferences.
• Interpret everything rather than deciding what is important.
• Avoid speaking for someone who can speak for themselves.
• Maintain confidentiality.
• Admit when we have missed or misunderstood something.
• Receive correction without becoming defensive.
• Keep appropriate professional boundaries.
• Reflect honestly after an assignment.

None of us will handle every situation perfectly. Trustworthy practice does not require perfection. It requires honesty, consistency and a willingness to learn.

Moving forward together

Reflecting on hearing privilege can feel uncomfortable. It may bring attention to moments we would now handle differently. That discomfort does not need to become shame or defensiveness. It can become useful professional growth.

The aim is not to make CSWs and interpreters afraid of getting things wrong. It is to help us notice the impact of our choices and become more accountable for them.

We can begin by listening carefully to Deaf people, staying open when concerns are raised and giving one another permission to have honest professional conversations. We can apologise when necessary, learn from mistakes and make changes that are visible in our future work.

Trust is not secured by our job title, qualifications or years of experience. It is earned through what we do, one interaction at a time.

Questions for reflection

• How might the power connected to my role affect the people I work with?
• Do I listen openly to feedback, or do I immediately explain my intentions?
• Am I sharing assignment information because it is necessary, or because it is interesting?
• How do I respond when I witness practice that could harm trust?
• What is one small change I could make to become more trustworthy in my work?