Questions
Prompt: Use call clips from our interactive questions workbook opens in a new window to explore how call handlers ask questions and how different question styles shape what callers say next
Task Overview
This task asks you to use the Interactive Workbook: Questions in Medical Emergency Dispatch to explore how call鈥慼andlers ask questions during 999 calls, and how different questioning styles shape what callers say next.
The workbook explains that questioning is a vital diagnostic tool in emergency call鈥憈aking. It also shows how question design, intonation, timing, and reformulation affect the caller鈥檚 ability to provide accurate information—especially when the caller is distressed, uncertain, or lacks medical knowledge.
You will work through the videos and explanations in the workbook to understand:
- how questions are introduced (e.g., 鈥渙kay鈥� so鈥︹��)
- how questions are verbalised (lexical choice, structure)
- how the call鈥憈aker opens the 鈥渋nteractional floor鈥�
- the difference between closed questions and open questions
- what happens when questioning disrupts the interactional flow
- how reformulation can repair 鈥渋nteractional trouble鈥�
You will then analyse real call extracts to see how questioning supports or complicates communication.
To get you started
1. Open the interactive workbook
Scroll through the page and complete the short videos and text sections.
2. Read the explanation of why questioning matters
The workbook emphasises that questioning is central to emergency medical dispatch because it helps call鈥憈akers elicit information callers often do not know how to give on their own.
Make notes on the three components of question design:
- Introducing a question (e.g., using 鈥渙kay鈥�, 鈥渟o鈥�)
- Verbalising the question (lexical choice, structure)
- Opening the interactional floor (intonation + pause)
3. Study the examples
Look for moments where:
- the caller struggles to answer
- the call鈥憈aker repeats a question without success
- pauses, hesitations, or misunderstandings break the interactional flow
4. Evaluate how reformulation improves progress
Note how call鈥憈akers sometimes resolve the issue by changing the structure or wording of a question (鈥淚s he conscious?鈥� 鈫� 鈥淚s he responding to you at all?鈥�).
Reflect on why reformulation works better than repetition.
5. Use the call clips to examine question effects
Choose 2–3 examples from the workbook.
For each clip, write down:
- the question type
- how the caller responded
- whether the question moved the call forward or created hesitation
- any signs of interactional trouble (pauses, struggle, mismatch)
- how the call鈥憈aker repaired or escalated the question
6. Summarise key insights
Write a short paragraph explaining:
- which question styles were most effective
- which designs caused difficulty for callers
- how question structure shapes caller behaviour and the speed of the call
- why timing, intonation, and clarity matter in high鈥憄ressure situations
7. Optional: complete the feedback form
At the end of the workbook, you can fill out the short feedback form to support ongoing research.