Widt2014

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Widt2014
BibType ARTICLE
Key Widt2014
Author(s) Claudia de Widt, Tom Koole, Jos van Berkum
Title Emotionele 112-gesprekken: emoties, reacties en effecten
Editor(s)
Tag(s) EMCA, Emergency Calls, conversation analysis, emergency calls, Emotion talk
Publisher
Year 2014
Language Dutch
City
Month
Journal Tijdschrift voor Taalbeheersing
Volume 36
Number 3
Pages 267-291
URL
DOI 10.1557/TVT2014.3.WIDT
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

Emotion in emergency calls: Emotion, responses, and effects

Call-takers in emergency call-centres report that one of their most difficult tasks is to deal with emotional callers since these have problems in collaborating to achieve the goal of the call, the quick and accurate gathering of required information. This investigation gives insight in the interaction between call-takers and emotional callers. First we map out callers’ emotion acts. Then we look how call-takers respond to these acts. And finally we will discuss the effects of these responses on the emotional caller. The research data consist of 60 calls to the national Dutch emergency call-centre in Driebergen and the local emergency call-centre in Utrecht. After categorising the emotion acts it became clear that only two of them caused interactional problems. Crying callers do not stick to the rules of sequential organization. Screaming callers go against the rules of turn organization. Not only do callers behave differently, also call-takers respond differently to different emotion acts. Crying is more often responded to with sympathetic responses while screaming more often receives directives.

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