急救电话中的互动规范性与偶然性

The Interactional Normativity and Contingency in Emergency Calls

作为一种典型的机构交流,急救电话具有明显的任务驱动特征。急救服务机构的接线员需要具备过硬的专业素质,包括职业沟通能力。只有这样,接线员才能有效利用求助者提供的信息,做出合理判断,继而正确决定是否提供急救服务。失败的沟通不仅破坏急救电话这一机构性互动,甚至会造成严重的生命财产损失。本文以近期国内社会热点问题X省120急救电话的录音为语料,从会话分析视角探讨该急救电话失败的互动原因;并首次提出互动偶然性的具体分类,从提问/回答序列偶然性出发,聚焦接线员处理互动偶然性的失败做法,以唤起社会对急救电话接线员沟通能力的重视,杜绝类似事件的发生。

Emergency call as a typical institutional interaction is highly task-driven.The call-taker at the emergency service needs to have qualified professional knowledge,including communication ability,so as to maximally use the information provided by the caller,to make sound judgement,and to correctly decide whether to provide the required emergency service or not.Communication failure between the parties not only damages the institutional talk itself,but also causes loss in life and property.This paper,categorizing contingency from the conversation analytic perspective,and using one naturally-occurring emergency call in X Province as its datum,probes into the call-taker's improper dealings with the sequence contingencies in this emergency call.It is hoped that the current research will inspire the society to attach importance to the call-taker's communication ability so as to prevent similar events from occurring.