CAJ | 학술논문

目的从急救中心120调度会话的微观层面观察其会话特征，从语言学的角度探讨紧急救援电话如何实现有效、迅速的信息传递。方法从省急救中心“120”调度自然录音形成的语音资料库中，选取具有明确的呼救需要、紧急救援会话清楚、完成救护车调度的语料作为研究对象，进行录音文本转换后进行会话分析。结果15个案例中，通话时间基本控制在60秒内（接警54.87秒，调度32.93秒）；话轮互动的频率相对较高（接警11.07次，调度9.33次）；打断次数、重复确认较多（接警话轮互动中信息确认3.40次，调度话轮互动中信息确认5.67次）；语气词使用较多（呼入方4.67次，调度员1.80次）；在会话发起、主导与结束上，发起为呼救者，120调度员表明身份后，话语的主导方转给了调度员，直至会话结束。结论在紧急状态下，120调度会话呈现“预设——抢话——询问——确认”的程式化特征，报、接警具有明显的特点和规律，急救中心要注意建构120调度会话语言规范，强化调度员语言能力训练，从而实现120调度迅速、有效。
목적종급구중심120조도회화적미관층면관찰기회화특정，종어언학적각도탐토긴급구원전화여하실현유효、신속적신식전체。방법종성급구중심“120”조도자연록음형성적어음자료고중，선취구유명학적호구수요、긴급구원회화청초、완성구호차조도적어료작위연구대상，진행록음문본전환후진행회화분석。결과15개안례중，통화시간기본공제재60초내（접경54.87초，조도32.93초）；화륜호동적빈솔상대교고（접경11.07차，조도9.33차）；타단차수、중복학인교다（접경화륜호동중신식학인3.40차，조도화륜호동중신식학인5.67차）；어기사사용교다（호입방4.67차，조도원1.80차）；재회화발기、주도여결속상，발기위호구자，120조도원표명신빈후，화어적주도방전급료조도원，직지회화결속。결론재긴급상태하，120조도회화정현“예설——창화——순문——학인”적정식화특정，보、접경구유명현적특점화규률，급구중심요주의건구120조도회화어언규범，강화조도원어언능력훈련，종이실현120조도신속、유효。
Objective To observe and analyze the features of conversations conducted by dispatchers and callers of 120 from the micro-level, the number for Chinese emergency medical rescue .Discuss how to achieve effective and prompt message transmission in the emergency medical rescue calls from linguistic aspect.MethodThe research chooses authentic data recorded in the dispatch center. The subjects are 15 cases that have made explicit quests for emergency medical assistance, clearly described the situations and resulted in ambulance dispatch. We convert the recording to text and analyze the characteristics of emergency communication. It is a combination of qualitative and quantitive analysis.Result In most cases, the communication is finished within one minute (average 54.87 seconds for the receipt of alarm, and average 32.93 seconds for dispatch). The frequency for turn-taking in the process is relatively high (answering of alarms 11.07 times, and dispatch 9.33 times).Dispatchers exercise frequent interruption, and repetition. The use of model particles is a distinctive feature (caller:4.67 times;dispatcher:1.80 times). As for discourse power, the initiator is the caller, but the dispatchers are in a dominant position till the termination of the call.Conclusion Under emergent circumstances, emergency medical discourse presents a stylized feature of “Preset-interruption-inquiry- affirmation”. The report and receipt of emergency has distinct characteristics and pattern, which makes systematic language training for dispatchers possible and necessary. To achieve effective and prompt communication, dispatch centers should standardize its language, and strengthen dispatchers’ language capability.