"Call-handling, like police interviewing and courtroom interaction, is characterized by the 'mutual influence of speech and text' (Garner and Johnson 2006: 66), or hybridity, and is thereforea skilled and complex discursive activity, blending features of service encounters with storytelling, interrogation for form-filling, decision-making and assessment."(p. 75)

Discuss the dynamic tension between the callers and the call-takers.What are the goals of each party and what strategies do each use to achieve those goals?What is the common goal of each party?How do these strategies of each party, however, sometimes create conflict?Use examples from the transcripts of the 911 calls in FL Data folder in Course Materials to illustrate.

https://journals.equinoxpub.com/IJSLL/article/view/6027/4234