On being heard in emergency calls. The development of hostility in a fatal emergency call  

Oleh:

Svennevig, Jan

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Pragmatics: An Interdiciplinary Journal of Language Studies vol. 44 no. 12 (2012), page 1393-1412.
Topik: Emergency calls; Hostility; Conflict; Understanding; Misalignment; Complaints; Receipts
Fulltext: Svennevig_J.pdf (756.64KB)

Isi artikel

This article analyses misalignment and the development of hostility in a series of three consecutive emergency calls by the same caller. Using Conversation Analysis as methodology, I show how problems of establishing intersubjective understanding and interactional alignment led to spiraling hostility, ending in aggravated conflict involving insults and threats. The focus of analysis is on the operators’ displays of hearing, understanding and acceptance of the caller's request. The first type of misalignment involves the establishment of mutual understanding concerning the location and the physical state of the patient. Second, problems of alignment are caused by the operators withholding displays of acceptance, substituting such receipts by continued interrogation. The development of hostility follows a pattern where this alleged lack of response is treated as potential rejection and made the object of complaints by the caller. The caller's complaints are in turn met by reproaches for improper behavior and by requests to ‘‘calm down’’, sparking off even more emotional complaints. The analysis thus shows how problems of alignment may lead to conflict by the participants’ treating each others’ disaligning actions as indications of uncooperativeness and hostility.

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