LANGUAGE BARRIERS IN PUBLIC SERVICES IN CATALONIA: THE PROVIDERS’ PERCEPTION

Abstract

The aim of this paper is to provide an analysis on the topic of intercultural communication in the public services in Catalonia. The study is based on the results of a survey conducted among public service providers. The data from this survey offer informed knowledge of the perception that providers themselves have regarding the problematic situation where communication with service users is hindered by the presence of linguistic and cultural barriers. They also provide us with information regarding the different strategies resorted to by providers to overcome this obstacle. In particular, we obtain interesting insights about the perspective that the providers surveyed have regarding communication when a third person intervenes; whether this person is a family member or a friend, a volunteer or a professional interpreter or mediator.