Operators managing callers’ sense of urgency in calls to the medical emergency number

Communication in emergency calls is often agitated and callers almost always speak with a sense of urgency. Call operators have to struggle order get the callers’ cooperation. The questioning sequence perceived by as inappropriate way delaying assistance, frequently producing annoyance anger caller. Interrupted are not uncommon communications call centre, nor cursing, rudeness face attacks. focus previous studies on emotional work has mainly been devoted communication problems consequences these had provision assistance. This paper aims specifically how manage anxiety urgency emotions tied this, such anger. Transcripts actual examined through detailed discourse analysis show operators’ interactional maintaining contact callers. ability control their own those caller an important professional skills this job. Describing maintained can be useful for training in-service courses.