University of the Witwatersrand, Johannesburg, South Africa.
J Health Psychol. 2017 Dec;22(14):1769-1779. doi: 10.1177/1359105316636497. Epub 2016 Mar 21.
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.
南非复杂的语言环境可能会影响紧急呼叫的效率。紧急服务依赖于快速解决电话问题、派遣救护车和现场响应。在这种情况下，解决语言不匹配是日常实践的关键特征。本研究使用会话分析方法研究了呼叫中心如何适应语言转变。确定了三个主要的呼叫轨迹，分析表明响应能力存在显著差异，反映了态度和社会分层。会话分析提供了对沟通障碍和上下文特征的深入了解，这对培训具有重要意义。
