Managing medical emergency calls is a question of utmost importance to both callers and emergency call-takers. This book provides readers with an understanding of questioning, emotion management, risk management and instruction giving in medical emergency calls. The study is based on ethnographic fieldwork in a Swedish emergency control centre. Karl Hedman teaches sociology, social work and nursing at Jönköping University in Sweden. His current research concentrates on leadership in crises, migration and integration, ambulance services, social care services for older people, persons living with cancer and professional coping skills.