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佛兰德斯的COVID-19电话联系人追踪中的变革性实践及其互动挑战
Stef Slembrouck1, Mieke Vandenbroucke2, Romeo De Timmerman1
1Department of Linguistics, Ghent University, Ghent, Belgium.
Frontiers in psychology
|September 15, 2023
概括
COVID-19联系人追踪电话涉及复杂的沟通策略. 接触追踪器为感染者提供了关键的建议和情感支持,在提高意识和同情心方面应对挑战.
科学领域:
- 社会语言学 社会语言学
- 沟通研究 沟通研究
- 公共卫生 公共卫生
背景情况:
- 由于COVID-19的流行,需要广泛的公共卫生干预措施.
- 电话联系人追踪是比利时中断病毒传播的主要策略.
- 政府承包的呼叫中心管理了大规模的联系人追踪行动.
研究的目的:
- 分析COVID-19接触追踪电话中的变革互动实践.
- 检查接触追踪器如何为受感染者提供建议和提高认识.
- 了解在流行病期间有效的公共卫生沟通中同理心和关系的作用.
主要方法:
- 从2020年中期到2022年中期,对弗兰德斯 (比利时) 的接触追踪器和索引患者之间的大量录制电话对话进行分析.
- 专注于对话序列,与客户敏感的互动,以及"提高教学意识".
- 详细检查特定的沟通维度:知识状态,制定策略,幽默和影响管理.
主要成果:
- 联系人追踪不仅仅涉及数据收集;它需要行为指导和情感支持.
- 有效的沟通依赖于建立关系,同情和响应互动.
- 追踪者在传达建议,管理客户情绪以及根据个人情况调整一般措施方面应对复杂问题.
- 策略包括管理客户知识,使用微妙的语言,使用幽默,并关注情绪表现.
结论:
- COVID-19联系人追踪电话是"变革性专业工作"的一种形式.
- 成功的互动实践对于公共卫生合规性和管理与流行病相关的焦虑至关重要.
- 该研究强调了在危机情况下进行有效公共卫生干预所需的复杂沟通技能.
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