Observed communication in the workplace: Content, source, and direction

Abstract

Police dispatchers play a critical role in human service work; they screen calls from the public and effectively control access to police intervention and a wide range of other community services. This observational study examined face-to-face interactions between police radio dispatchers (N = 60) and their peers and superiors. Dispatchers were observed throughout an entire work shift; all were observed on at least one occasion, and about half were observed on three occasions. For each interaction, observers recorded its occurrence, duration, and characteristics; i.e., content (work- or non-work focused), source (self- or other initiated), and direction (lateral with peers or vertical with superiors). Rates of communication were stable over 1 to 2 months, although the extent of stability varied by source and direction. Interactions generally were quite brief (averaging less than 1 minute), were work focused (77%), and involved peers rather than superiors (63%). The exchange of work information tended to reinforce the exchange of non-work information, and vice versa. Symmetry in sending and receiving characterized interactions; symmetry was greatest in interactions with peers. Implications of these findings for understanding communication in human service organizations and for intervening are discussed.

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