Crisis negotiation techniques in interactional context: Managing a suicide threat in an emergency service call

Background: Previous research reveals that standard crisis negotiation techniques are useful in assisting suicidal persons, but how routine interactional procedures impact their implementation has not yet been sufficiently examined. Aim: This paper investigates how routine interactional procedures impact the effectiveness of crisis negotiation techniques in an emergency services call involving a suicide announcement. Methods: A publicly released emergency service call was transcribed and analyzed using the qualitative technique of conversation analysis. Results: The call taker used crisis negotiation techniques such as maximizing autonomy, displaying active listening, and distracting the caller to keep them on the phone. These techniques were implemented successfully through routine interactional procedures such as topic shifts, requests, and listener responses. Interrupting or overlapping the caller's speech or replacing requests with demands were less effective. Discussion: Instruction in the routine procedures of interaction may be as important as instruction in standard crisis negotiation techniques when training call takers to handle suicide announcement calls. Conclusions: Qualitative analysis of suicide announcement calls can be an effective means of learning how crisis negotiation techniques are used in practice and how emergency call takers can help prevent suicide by keeping callers on the phone and persuading them to abandon their suicidal plans.