Observations on the Display and Management of Emotion in Naturally Occurring Activities: The Case of "Hysteria" in Calls to 9-1-1

Whalen, Jack; Zimmerman, Don H.

doi:10.2307/2787066

Cited by 163 publications

(79 citation statements)

References 15 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…1984Jefferson (e.g. , 1985a and Haakana (1999Haakana ( , 2001) have studied laughter, Heath has studied embarrassment (1988) and expression of pain (1989), and Whalen and Zimmerman (1998) have studied 'hysteric' displays of anxiety in emergency calls. These studies analyse sequences of actions that displays of emotion engender or are part of.…”

Section: Display Of Emotionsmentioning

confidence: 99%

“…On a general level, the CA perspective on affect and emotion has involved the empirical specification of these places. Furthermore, as Whalen and Zimmerman (1998) recently suggested, the sequential analysis of emotional expressions should also be linked with an analysis of the broader activity context of emotional talk. Different institutional contexts require, and get realized through, different ways of displaying, responding to and managing emotion.…”

Section: Ca Research On Emotionsmentioning

confidence: 99%

See 1 more Smart Citation

Two traditions of interaction research

Peräkylä

2004

British J Social Psychol

View full text Add to dashboard Cite

The paper compares Bales' Interaction Process Analysis (IPA) with Sacks' Conversation Analysis (CA), arguing that CA has answered several questions that originally motivated the development of IPA, and while doing so, it has re-specified the phenomena of interaction research. These two research traditions are in many ways diametrically opposed: the former is quantitative, theory-oriented and aims at global characterizations of interactional situations, while the latter is qualitative, inductive and aims at characterizing specific layers of organization (such as turn taking or sequence organization) that give structure to interactional situations. Their primary objects of study are different. For the Balesian tradition, it is the functioning and the structure of a small group, whereas in the Sacksian tradition, it is the structures and practices of human social interaction per se. It is argued, however, that CA has radically expanded understanding of the questions IPA was originally developed to address. These questions include allocation of resources, control and solidarity. Bales' research deals with them in terms of the differentiation of participants of a group, whereas CA has re-specified them as emergent aspects of the very rules and structures that constitute and regulate interaction sequences. The uniqueness of the CA perspective on social interaction is demonstrated by exploring the display of emotion as an interactional phenomenon. It is argued that the display of emotion is intrinsically embedded in the sequential organization of action. Sensitive 'coding and counting' approaches can detect emotion displays, but the contribution of CA is to show the specific ways in which they are part of the business of interaction.

show abstract

Section: Display Of Emotionsmentioning

confidence: 99%

Section: Ca Research On Emotionsmentioning

confidence: 99%

Two traditions of interaction research

Peräkylä

2004

British J Social Psychol

View full text Add to dashboard Cite

show abstract

“…20 So observant are speakers of the norms of the turntaking system that even what one might consider to be purely reactive behaviour has been shown to be carefully ordered and placed with respect to it. Thus Whalen and Zimmerman (1998) show how displays of what is known vernacularly as 'hysteria' on the part of callers to emergency services may be carefully regulated so as not to obscure the turn of the call taker; and Heath (1989) shows how the social organization of the medical examination governs the participants' management of the expression of pain. Thus if a doctor is manipulating part of a patient's anatomy, the patient may initiate a cry of pain not with reference to the moment at which presumably the pain has been experienced but at the point at which it is his/her turn to speak (or moan) in the turntaking system of the examination.…”

Section: Resultsmentioning

confidence: 99%

Exploring the relationships between theories of second language acquisition and Relevance Theory

Paiva

Foster‐Cohen

2004

Second Language Research

View full text Add to dashboard Cite

This article explores a number of points at which Relevance Theory makes a useful contribution to second language theoretical models, specifically those of Bialystok and Schmidt and their respective notions of ‘analysis’, ‘control’ and ‘noticing’.It is suggested that the inferential mechanisms of Relevance Theory can account for the contingencies of communicative interaction without which pragmatic negotiations do not make sense, and thus can complement such information-processing accounts through the notions of ‘manifestness’ and the balance between ‘effort’ and ‘effect’.Further research is called for into the integration of information-processing concepts and Relevance Theoretical insights as part of a complex theoretical architecture capable of capturing the rich diversity of pragmatic development in second language acquisition.

show abstract

“…Research on the role played by the caller's emotional expressions in these decisions is inconclusive. Rather than examining the situation itself and the words used to communicate it, this study considers the emotional content of calls to operators as expressed through non-verbal means.Previous studies claim operators are exposed to caller's vivid emotions (Whalen & Zimmerman, 1998) and that the caller's emotional stance, which may range from keeping calm to losing control, is crucial for operators' understanding and assessment of emergency calls (Alfsen, Møller, Egerod & Lippert, 2015). Other studies claim that the emotional content of emergency calls is less dramatic than the public considers them to be.…”

mentioning

confidence: 99%

“…Previous studies claim operators are exposed to caller's vivid emotions (Whalen & Zimmerman, 1998) and that the caller's emotional stance, which may range from keeping calm to losing control, is crucial for operators' understanding and assessment of emergency calls (Alfsen, Møller, Egerod & Lippert, 2015). Other studies claim that the emotional content of emergency calls is less dramatic than the public considers them to be.…”

mentioning

confidence: 99%

How Does a Caller’s Anger, Fear and Sadness Affect Operators’ Decisions in Emergency Calls?

Svensson¹,

Pesämaa

2018

International Review of Social Psychology

View full text Add to dashboard Cite

Emergency operators must make controlled and rapid decisions about the help to which callers are entitled. These decisions are based on verbal reports, provided over the phone, with the assistance of pre-scripted protocols. The accuracy and speed of the operators' assessments, discriminating severe cases from less severe cases, saves lives as well as provides for equal care of callers. Research on the role played by the caller's emotional expressions in these decisions is inconclusive. Rather than examining the situation itself and the words used to communicate it, this study considers the emotional content of calls to operators as expressed through non-verbal means.Previous studies claim operators are exposed to caller's vivid emotions (Whalen & Zimmerman, 1998) and that the caller's emotional stance, which may range from keeping calm to losing control, is crucial for operators' understanding and assessment of emergency calls (Alfsen, Møller, Egerod & Lippert, 2015). Other studies claim that the emotional content of emergency calls is less dramatic than the public considers them to be. The latter assume that emotional expressions do not influence operators' protocol-based decision making. For instance, Eisenberg et al. (1986) showed the mean emotional content of calls about cardiac arrest to be only slightly elevated in comparison to non-arrest calls. Using the same scale, Clawson and Sinclair (2001) and Ma et al. (2007) later confirmed these findings and, further, noted a general lack of negative emotional expressions (i.e., hysterical callers) in emergency cardiac arrest calls.Thus, examining the role of vocally expressed emotions in fast, accurate and formalized decision-making of operators is a divisive pursuit and questions remain unanswered. Nonetheless, a growing body of research addresses how discrete emotional expressions are vital for decision making in other organizational settings (Van Kleef, DeDreu & Manstead, 2010;Van Kleef, Homan & Cheshin, 2012). In that research, emotional expressions are social signals that inform perceivers about both the characteristics of the expresser and particularities of the setting (Hareli & Hess, 2010).Using a narrow scope of emotions, such as the level of "hysteria", and a joint measure for emotions and decision making, as was done in previous emergency operator studies, the work of Eisenberg et al. (1986), Clawson and Sinclair (2001) and Ma et al. (2007), 1 stands in contrast to the more recent studies by Van Kleef, DeDreu and Manstead (2010) and Hareli and Hess (2010) on the role of discrete emotions. Making aggregated assessments of emotional expression in calls about a certain decision category (cardiac arrest), rather than focusing on different types of emotions in relation to a range of emergency decisions, raises the risk of not capturing the true influence of emotional expressions on emergency assessment. For instance, making aggregated ratings of emotional expressions fails to recognize the nuanced information that discrete emotions (such as anger, fear a...

show abstract

Observations on the Display and Management of Emotion in Naturally Occurring Activities: The Case of "Hysteria" in Calls to 9-1-1

Cited by 163 publications

References 15 publications

Two traditions of interaction research

Two traditions of interaction research

Exploring the relationships between theories of second language acquisition and Relevance Theory

How Does a Caller’s Anger, Fear and Sadness Affect Operators’ Decisions in Emergency Calls?

Contact Info

Product

Resources

About