Managing Medical Emergency Calls

Managing medical emergency calls is a question of utmost importance to both callers and emergency call-takers. This book provides readers with an understanding of questioning, emotion management, risk management and instruction giving in medical emergency calls. The study is based on ethnographic fieldwork in a Swedish emergency control centre. Karl Hedman teaches sociology, social work and nursing at Jönköping University in Sweden. His current research concentrates on leadership in crises, migr