Difference between revisions of "Penn2016a"
ElliottHoey (talk | contribs) (Created page with "{{BibEntry |BibType=ARTICLE |Author(s)=Claire Penn; Jennifer Watermeyer; Rhona Nattrass |Title=Managing language mismatches in emergency calls |Tag(s)=EMCA; South Africa; Tra...") |
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|Title=Managing language mismatches | |Title=Managing language mismatches | ||
in emergency calls | in emergency calls | ||
| − | |Tag(s)=EMCA; South Africa; Training; Emergency Calls; In press; | + | |Tag(s)=EMCA; South Africa; Training; Emergency Calls; In press; |
|Key=Penn2016a | |Key=Penn2016a | ||
|Year=2016 | |Year=2016 | ||
|Journal=Journal of Health Psychology | |Journal=Journal of Health Psychology | ||
| + | |URL=https://doi.org/10.1177/1359105316636497 | ||
|DOI=10.1177/1359105316636497 | |DOI=10.1177/1359105316636497 | ||
|Abstract=The complex linguistic profile of South Africa has the potential to limit the efficiency of emergency calls. | |Abstract=The complex linguistic profile of South Africa has the potential to limit the efficiency of emergency calls. | ||
Revision as of 05:58, 27 September 2017
| Penn2016a | |
|---|---|
| BibType | ARTICLE |
| Key | Penn2016a |
| Author(s) | Claire Penn, Jennifer Watermeyer, Rhona Nattrass |
| Title | Managing language mismatches
in emergency calls |
| Editor(s) | |
| Tag(s) | EMCA, South Africa, Training, Emergency Calls, In press |
| Publisher | |
| Year | 2016 |
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| Journal | Journal of Health Psychology |
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| Pages | |
| URL | Link |
| DOI | 10.1177/1359105316636497 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
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Abstract
The complex linguistic profile of South Africa has the potential to limit the efficiency of emergency calls. Emergency services depend on rapid resolution of a call, dispatch of an ambulance and response at scene. Resolving language mismatches is a critical feature of everyday practice in such a setting. This study examined accommodation to language shifts in a call centre using conversation analysis methods. Three main call trajectories were identified and the analysis suggested marked differences in responsivity, reflecting attitudinal and societal stratification. Conversation analysis provided insight into communication barriers and contextual features, which have implications for training.
Notes
