在紧急服务电话中做“照顾工作”

IF 0.7 Q3 COMMUNICATION

WESTERN JOURNAL OF COMMUNICATION Pub Date : 2022-11-28 DOI:10.1080/10570314.2022.2138526

A. Garcia

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引用次数: 1

摘要

在需要时提供帮助是紧急服务呼叫员的核心角色，但在呼叫过程中提供帮助也是工作的重要组成部分。呼叫员所做的“护理工作”可以帮助呼叫者在警察到来之前处理持续的紧急情况，从而确保他们的身心安全，并增强他们的应变能力。这项对24个紧急电话的对话分析研究揭示了接电话者用来完成护理工作的互动技巧，并展示了他们如何将护理工作融入电话中的沟通。

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Doing “Care Work” in Emergency Service Calls

Sending help when needed is a central role for emergency service call takers, but providing help during the call is also an important part of the job. The “care work” call takers do may assist callers with physical and emotional safety and enhance their resilience as they deal with ongoing emergencies prior to the arrival of the police. This conversational analytic study of a collection of 24 emergency telephone calls reveals the interactional techniques the call takers use to accomplish care work and shows how they integrate care work into their communication within the call.

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来源期刊

WESTERN JOURNAL OF COMMUNICATION COMMUNICATION-

CiteScore

1.90

自引率

9.10%

发文量

期刊介绍： Published quarterly since 1937, the Western Journal of Communication is one of two scholarly journals of the Western States Communication Association (WSCA). The journal is dedicated to the publication of original scholarship that enhances our understanding of human communication. Diverse theoretical and methodological perspectives are welcome. WJC"s longstanding commitment to multiple approaches, perspectives, and issues is reflected by its history of publishing research across rhetorical and media studies, interpersonal and intercultural communication, critical and cultural studies, language behavior, performance studies, small group and organizational communication, freedom of speech, and health and family communication.