摘要
面对各国报警服务中心警情暴涨、负荷激增的现状,通过对911报警会话语料进行语用学分析,揭示报警人在报警求助时的会话特征,评价接警员的应对技巧,并据此指导报警会话及接警员培训,意图通过提升接处警服务中会话的效率在一定程度上提高接处警能效,同时体现语用学的实践意义。
Organizations of emergency calls are confronted w ith sharply grow ing w orkload in most parts of the w orld. In this article, Cooperative Principle is applied to analyze 911 emergency call discourses. This paper aims to identify the callers＇ discourse characteristics,examine the effectiveness of the call operators / dispatchers,and shed a new light on the conversation management as w ell as the training program of emergency call service.
出处
《上海理工大学学报（社会科学版）》
2015年第3期225-231,共7页
Journal of University of Shanghai for Science and Technology：Social Sciences Edition
关键词
会话合作原则
报警热线
接处警
效率
911
cooperative principle
emergency call
emergency call service
efficiency
911
