title: Managing language mismatches in emergency calls.
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.
authors.affiliation: University of the Witwatersrand, Johannesburg, South Africa.
authors.forename: Claire
authors.initials: C
authors.lastname: Penn
authors.affiliation: University of the Witwatersrand, Johannesburg, South Africa.
authors.forename: Jennifer
authors.initials: J
authors.lastname: Watermeyer
authors.affiliation: University of the Witwatersrand, Johannesburg, South Africa.
authors.forename: Rhona
authors.initials: R
authors.lastname: Nattrass
mesh_terms: D000293:Adolescent; D000552:Ambulances; D003144:Communication Barriers; D004632:Emergency Medical Services / Q000379:methods*; D005260:Female; D006801:Humans; D007802:Language; D011247:Pregnancy; D011253:Pregnancy in Adolescence; D011340:Problem Solving; D013019:South Africa; D013689:Telephone
keywords: South Africa; accountability; culture; emergency calls; language