Publications

Publication details [#56237]

Paoletti, Isabella. 2012. Operators managing callers' sense of urgency in calls to the medical emergency number. Pragmatics 22 (4) : 671–695.

Publication type

Article in journal

Publication language

English

Keywords

communicative failure | cooperation | emergency conversation | emotion | telephone conversation

Place, Publisher

International Pragmatics Association

Journal DOI

10.1075/prag

Annotation

This article explores how operators in emergency call centers manage to control their own emotions, interactionally maintain emotional contact with callers and handle callers’ emotions of anxiety and anger and a sense of urgency.