Penn2016a

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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, communication variables, emergency medical services, opening sequence
Publisher
Year 2016
Language English
City
Month
Journal Journal of Health Psychology
Volume 22
Number 10
Pages 1256–1264
URL Link
DOI 10.1177/1359105316636497
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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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.

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