| 1. |
- Svensson, Martin, et al.
(författare)
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Vocal emotional expressions : Proxies for decision making in emergency calls?
- 2012
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Ingår i: <em>Individual Sources, Dynamics, and Expressions of Emotion (Research on Emotion in Organizations</em>. - Helsinki : Emerald Group Publishing Limited. ; , s. 227-248
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Bokkapitel (refereegranskat)abstract
- This chapter focuses on whether perceived emotional intensity and help need is possible to discriminate in expressions of fear and neutrality in brief authentic emergency calls. Extraction of acoustic parameters of fear and neutrality was done prior to letting participants listen to a low-pass-filtered stimuli set. Participants discriminated fear and neutrality in both the intensity and help need condition. In turn, judged intensity and judged help need correlated strongly, with partial correlations indicating that participants use acoustically measured intensity (mean dB) as information to infer the intensity/help need relationship. We also discuss the implications of emotional expression in the call centre domain.
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| 2. |
- Schenkman, Bo N., et al.
(författare)
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Human echolocation : Pitch versus loudness information
- 2011
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Ingår i: Perception. - : SAGE Publications. - 0301-0066 .- 1468-4233. ; 40:7, s. 840-852
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Tidskriftsartikel (refereegranskat)abstract
- Blind persons emit sounds to detect objects by echolocation. Both perceived pitch and perceived loudness of the emitted sound change as they fuse with the reflections from nearby objects: Blind persons generally are better than sighted at echolocation, but it is unclear whether this superiority is related to detection of pitch, loudness, or both. We measured the ability of twelve blind and twenty-five sighted listeners to determine which of two sounds, 500 ms noise bursts, that had been recorded in the presence of a reflecting object in a room with reflecting walls using an artificial head. The sound pairs were original recordings differing in both pitch and loudness, or manipulated recordings with either the pitch or the loudness information removed. Observers responded using a 2AFC method with verbal feedback. For both blind and sighted listeners the performance declined more with the pitch information removed than with the loudness information removed. In addition, the blind performed clearly better than the sighted as long as the pitch information was present, but not when it was removed. Taken together, these results show that the ability to detect pitch is a main factor underlying high performance in human echolocation.
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| 3. |
- Steffner, Daniel, et al.
(författare)
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Change blindness when viewing web pages
- 2012
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Ingår i: Work. - San Francisco : CRC Press. - 1051-9815 .- 1875-9270. ; 41:Suppl 1, s. 6098-6102, s. 23-32
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Konferensbidrag (refereegranskat)abstract
- Change blindness on web pages was studied for 20 participants. The purpose was to find how change blindness appears for web pages, and which changes are easier to detect. The task was to detect if a change had occurred and to show this by the means of the cursor. Rensink´s flicker paradigm was used, where four categories of changes were presented. It was easier to detect a change not consisting of a person than one with a person. It was easier to detect a change to the left than to the right. The complexity of the web pages did not appear to have an effect, while large changes were easier to detect than small. The results may indicate that focused attention is differently sensitive for different kinds of changes. They also show that change blindness is a general phenomenon that can be applied to the perception of web pages.
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| 4. |
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| 5. |
- Netz, Joakim, et al.
(författare)
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Adaptive strategizing: The role of affective expressions for effective crisis management.
- 2015
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Ingår i: Academy of Management Proceedings.
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Konferensbidrag (refereegranskat)abstract
- This study sets out to investigate the role of affectivity in crisis management groups and its connection to effective crisis management. We studied the affective reactions in 23 crisis management groups in a major global corporation that participated in a global training program of crisis management. Our results elucidate a condition of asymmetrical affectivity, where positive expressions are associated with negative outcomes and negative expressions are associated with positive outcomes when groups commit to making sense of a crisis. These patterns were moderated by prior crisis experience at the organizational level as well as managerial behavior at the individual level. To explain this multi-level and dynamic complexity of crisis management effectiveness, we theorize a model of adaptive strategizing building on the strategy-as-practice perspective. The model contributes to the strategic management literature on organizational crisis, and especially the stream that focuses on social-emotional aspects of crisis management, by explaining why some organizations’ crisis management groups strategize more effectively than others.
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| 6. |
- Svensson, Martin, et al.
(författare)
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@ the emotional edge : When enough is enough in e-mail communication
- 2013
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Ingår i: Individual sources, dynamics, and expressions of emotion. - : Emerald Group Publishing Limited. - 9781781908884 ; , s. 309-342
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Konferensbidrag (refereegranskat)abstract
- Emailing does not preclude emotional exchange and many times it causes us to engage in spiralling exchanges of increasingly angry emailing. The purpose of this chapter is threefold: to explore how factors of temporality are related to anger when emailing, to model circumstances that protect against, but also ignite, anger escalation, and to raise a discussion for practitioners of how to avoid damaging email communication. By intersecting literature on communication, information systems, psychology and organisational studies, factors leading to an ‘emotional verge’ are identified and summarised in a model showing factors likely to prime, but also protect against, anger escalation.
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| 7. |
- Svensson, Martin, et al.
(författare)
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Listen! On audiobased sensemaking in emergency call taking practice
- 2014
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Konferensbidrag (refereegranskat)abstract
- Emergency call taking is a high-stake situation where errorless decisions must be made under ambiguous, emotionally volatile and time-critical conditions. The primary mean for communication, the telephone, restricts call takers to a single modality—their hearing—making information gathering difficult. Through an in- situ study, using interviews, observations and archival records, we develop understanding of call takers every day decision practices. Emergency call takers emphasize the role of sociomaterial cues, such as background sounds of the context and emotional cues, referring to the state of the caller, when making sense of emergency calls. More specifically, they engage in matching and mismatching of non-verbal cues, facets that constitute building blocks for decoupled and coupled sensemaking processes. Theoretical and practical implications of such single modal sensemaking are further discussed.
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| 8. |
- Svensson, Martin
(författare)
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Managing Negative Emotions in Emergency Call Taking: A Heat-Model of Emotional Management
- 2011
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Ingår i: <em>What Have We Learned? Ten Years On</em>. - : Emerald Group Publishing Limited. - 9781780522081 ; , s. 257-286
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Bokkapitel (refereegranskat)abstract
- This chapter focuses on management of emotions in an emergency setting. More specifically, how do emergency call takers manage double-faced emotional management – i.e., their own and the caller's emotions – simultaneously? By triangulating interviews, observations, and organizational documentation with theories on emotional management multiple strategies were identified. The range of strategies included hiving (selecting and modifying) calls, elaborating on (by deploying attention and reshaping/reappraising) content of calls, auralizing (by externalizing an emotional barrier) as well as taming emotional expression. The set of emotional management strategies are concluded in a Heat-model. The model is further discussed in terms of performance efficiency; in terms of how emotional aspects may interfere with decision-making capabilities as well as how wellbeing can be maintained for call takers.
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| 9. |
- Svensson, Martin, et al.
(författare)
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Rationalizing emotions and emotionalizing reason : The staging of decisions in the ED
- 2014
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Konferensbidrag (refereegranskat)abstract
- In the setting of healthcare in general, and medical Emergency Departments (ED) in specific, decision-making is at the core of almost all activities—ranging from simple medical prescriptions to crucial decisions in life and death situations. Despite the far-reaching rational traditions and objective assumptions characterizing the ED, it has lately been acknowledged that the everyday decision-making involves much more than a simple analytical action-reaction sequences. In order to disambiguate symptoms, doctors need for example to balance on the one side, intuition and emotion-laden (non-reason based) decisions and on the other side, rational (reason based) decisions. For instance, to sensitize clinicians to non-verbal information, such as an odour, may provide an additional information that otherwise could have been overseen. The shifting between different modes (reason and non-reason based) also happens in interaction with others, through means of different channels, and in different locations. Decision-making in the ED therefore become staccato paced rather than distinct and flowing, which also implies that the decision-making skills do not take place in a vacuum, but are rather bound to restrictions of the context in which they take place. How the ED context as such, and the shifting between different modes, influences and shapes the enactment of medical decisions, is however less clear. Based on an in-depth qualitative study conducted at the Stanford Hospital and Clinics’ Emergency Department, the purpose is therefore to describe and analyze how the medical decision-making process unfolds, is staged, and shaped by contextual logics. Theoretically, the paper takes its departure in the psychological decision-making literature. Empirically, the paper is based on more than 200 hours of participant observation, document collection, and semi-structured interviews, which was analyzed using a template-based approach. Through the analysis, two different logics are identified—one ‘backstage logic’ and one ‘front-stage logic’—that both, but in different ways, shape how the decision-making process unfolds and the decisions are staged. The two logics have their underpinnings in dualistic assumptions of traditional decision-making literature, but are context dependent enactments rather than being based on information processing and individual capabilities. Through the logics we explain how Doctors may uphold a professional role, under both institutional and individual decision-making pressures, but also create a sense of public security to meet the widespread expectations of healthcare being a ‘precise science’. By that, we contribute with an enhanced understanding of how reason and non-reason based elements intertwine and serve a purpose for both caregivers and patients. In turn, this helps in bridging the caregivers’ and patients’ sometimes different perspectives by creating realistic assumptions about how medical decisions are made in practice. The study advances our understanding beyond a dualistic and personal emotion versus rationality dichotomy by emphasizing decisions as blends of non-reason and reason-based process by enclosing personal and relational conditions. Such a contextualization is valuable as it increases understanding of that decision-making processes is about more than providing ‘the right’ answer.
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| 10. |
- Svensson, Martin, et al.
(författare)
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The Practice of Listening : (Dis-)embodied Sense Making in Emergency Call Taking.
- 2014
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Konferensbidrag (refereegranskat)abstract
- Emergency call taking is a high-stake situation where errorless decisions must be made swiftly—often under ambiguous, emotionally volatile and time-critical conditions. The use of the telephone restricts operators to a single modality—their hearing—hindering multiple sensory perception. Through an in-situ study, using observations, interviews and archival records, we develop understanding of operators every day decision practices. Emergency operators emphasize the role of sociomaterial cues, such as background sounds and the emotional state of the caller, when making sense of emergency calls. More specifically, they engage in matching and mismatching of non-verbal cues, facets that constitute building blocks for contraction and broadening of the sensemaking frame. Theoretical and practical implications of such single modal sensemaking are further discussed.
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