Expert knowledge in crisis situations – the arguments in a medical advice call
En sjukvårdsrådgivare argumenterar
DOI:
https://doi.org/10.52610/rhs.v16i61.126Keywords:
counseling, advice, expert, ethos, persuasion, emergency contingency, crisis managementAbstract
How is the image of competence and authority of an
expert constructed in a conversation with a member of the public?
This article revolves around that question and analyzes the
interaction between a consultative nurse and a caller about vaccination
against swine influenza. The aim is to better understand
advisers’ rhetorical skills as they appear in the consultative
situation and as part of contingency measures. The results show
that an expert ethos is created by a series of linguistic routines
and maneuvers, drawing on specialist’s knowledge. Moreover, an
everyday knowledge is also apparent, mainly through the reproduction
of general values appealing to responsibility and duty.
The contexts of the call are also analyzed as to how they affect
and are affected by the interaction. It is suggested that the
rhetorical situation is complex, with at least three layers, where
the various contexts represent different frames for counseling.
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