"Communication error handling in police-civilian interactions"
University of Twente - Psychology of Conflict, Risk and Safety
Prof.dr. Ellen Giebels (University of Twente)
Prof.dr. Paul Taylor (Lancaster University)
1 August 2014 - 1 August 2017
Communication errors are inevitable in high-stakes, complex police-civilian interactions. This makes it important for agents to have methods of recovery that are sympathetic to the suspect, the context, and the type of error made. To date, studies in communication errors have mainly focused on semantics (understanding, misunderstanding, non-understanding; Skantze, 2005) or the general context in which these errors occur (occasion, content, audience, purpose, Halverson et al. 2011). Remarkably, these approaches do not take into account the interlocutor and seldom consider ‘recovery.’ Our starting point is to tie errors and recovery intimately with sensemaking, and to include both the perspective of the error maker and the error receiver to ultimately determine the best way to recover from errors of different kinds. To examine the intra- and interpersonal processes associated with error management, we will triangulate analyses of authentic police-civilian interactions, in-depth interviews with police officers, and laboratory experiments with students.