Communication strategies adopted by operators of the 118 emergency dispatch centre
Journal title PSICOLOGIA DELLA SALUTE
Author/s Gabriele Prati, Serena Petroncini, Luca Pietrantoni
Publishing Year 2010 Issue 2010/2
Language Italian Pages 18 P. 7-24 File size 578 KB
DOI 10.3280/PDS2010-002002
DOI is like a bar code for intellectual property: to have more infomation
click here
Below, you can see the article first page
If you want to buy this article in PDF format, you can do it, following the instructions to buy download credits
FrancoAngeli is member of Publishers International Linking Association, Inc (PILA), a not-for-profit association which run the CrossRef service enabling links to and from online scholarly content.
Emergency dispatch operators are asked to obtain required key-information and are responsible for allocating resources and responding within a minute. The aim of this explorative study was to analyze the communications strategies that emergency dispatch operators employ to recover information during the call. To this end, 217 emergency calls, were selected from a sample of calls collected at 118 ReggioSoccorso emergency dispatch centre and were content analyzed. Results from the qualitative analysis showed that emergency dispatch operators employed ten categories of communication strategies: active listening, hypothesis-confirmation, partial reiteration, referring to caller’s name, repetition, "brokenrecord" technique, reinforcing feedback, reassurance, acknowledging the caller’s behavior and emotional state. The implications for theory, research and professional practice resulting from the present study are discussed.
Keywords: Telephone communication, emergency, dispatch operators, communications Strategies
Gabriele Prati, Serena Petroncini, Luca Pietrantoni, Le strategie comunicative adottate dagli operatori della Centrale Operativa del 118 in "PSICOLOGIA DELLA SALUTE" 2/2010, pp 7-24, DOI: 10.3280/PDS2010-002002