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dc.contributor.authorRønneberg, Kari
dc.contributor.authorSvennevig, Jan
dc.date.accessioned2011-08-19T07:08:32Z
dc.date.available2011-08-19T07:08:32Z
dc.date.issued2010
dc.identifier.citationRønneberg, Kari & Svennevig, Jan (2010). Declining to help: rejections in service request to the police. Discourse & Communication. 4(3), 279-305en_US
dc.identifier.issn1750-4813
dc.identifier.urihttp://hdl.handle.net/11250/174618
dc.descriptionThis is the final text version of the article, it may contain minor differences from the publisher’s pdf version.en_US
dc.description.abstractA major part of police work consists in providing services and information to the general public. A stated goal of such police work is to be service-minded and contribute to a positive encounter. This article analyses service requests in calls to the duty desk of a large police station and focuses on how officers deal with requests that have to be rejected. It reveals a general pattern in which officers produce the rejection in a dispreferred format and include displays of empathy, accounts for the rejection and suggestions for alternative solutions. However, in certain types of requests the rejections are not infrequently produced in a direct and unmitigated fashion, without accounts or explanations. This is especially notable in requests that touch upon institutional constraints, such as professional secrecy. And in certain cases the rejections are even delivered in an aggravated form, involving an explicit or implicit challenge to the legitimacy of the request. These rejections cast the caller in an oppositional role, infringing the professional constraints of the police. However, the constraints in question may not be accessible to the callers. The officers will consequently be experienced as hostile and will subvert their own objectives of showing service-mindedness.en_US
dc.language.isoengen_US
dc.publisherSageen_US
dc.subjectkommunikasjonen_US
dc.subjecttelefonsamtaleren_US
dc.subjectpolitien_US
dc.subjectpublikumen_US
dc.subjectforespørsleren_US
dc.subjectavslagen_US
dc.subjectsamhandlingen_US
dc.subjectserviceen_US
dc.subjectcommunicationen_US
dc.subjecttelephone callsen_US
dc.subjectpoliceen_US
dc.subjectpublicen_US
dc.subjectrequestsen_US
dc.subjectrejectionsen_US
dc.subjectservice interactionen_US
dc.titleDeclining to help : rejections in service requests to the policeen_US
dc.typeJournal articleen_US
dc.typePeer revieweden_US
dc.source.pagenumber279-305en_US


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