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Table 4 Scoring and descriptive statistics for analysis of communication behaviours

From: Evaluating a training intervention for improving alignment between emergency medical telephone operators and callers: a pilot study of communication behaviours

Behavior Scoring for each call M (SD)
Range
   Pre-training Post-training
Greeting** Dichotomous: 1 = greeting fulfils criteria; 0 = greeting does not fulfill criteria 0.00 (0.00)
0.00-0.00
1.00 (0.00)
1.00-1.00
Open-ended questions Proportion: The number of open-ended questions over all questions 0.42 (0.21)
0.07-1.00
0.46 (0.23)
0.12-1.00
Acknowledging the caller** Frequency: The number of utterances during which the operator acknowledges the caller 0.10 (0.30)
0.00-1.00
1.60 (2.00)
0.00-6.00
Expressing empathy* Frequency: The number of utterances during which the operator expresses empathy to the caller 1.50 (2.06)
0.00-6.00
2.80 (3.33)
0.00-9.00
Agreeing with the caller (avoiding disagreements) Proportion: The number of not-negative responses over opportunities 0.97
0.80-1.00
1.00
1.00-1.00
  1. *p = 0.015; ** p < .001