notes

Aims of the Lecture

• At the end of this lecture, attendees will be able to:

  • Identify the verbal barriers to communication.

  • Describe the effects of the use of verbal barriers to communication.

  • Demonstrate an understanding that a lack of therapeutic skills can result in communication barriers.

Types of Communication Barriers

• Physical communication barriers

• Emotional communication barriers

• Language communication barriers

• Focus of the session: Verbal Barriers.

Verbal Barriers to Communication

• Inappropriate verbal communication can harm relationships, leading to feelings of inadequacy, anger, and dependency.

• Verbal barriers are termed high-risk responses (communication blockers).

• Bolton (2007) identified 12 verbal roadblocks categorized into three main categories.

Category One: Judging the Other Person

• Criticizing: e.g., "Well, you brought that on yourself."

• Diagnosing: e.g., "You are only saying that because you feel guilty."

• Praising evaluatively: Giving positive judgments based on evaluation.

• Labelling and stereotyping.

Stereotyping

• Attributing a set of characteristics to a person based on group membership.

• Not fact-based; lacks knowledge of the individual.

• Generalizations that may appear true, e.g., "Accountants are boring."

Prejudice

• Associating a stereotype with a belief about the group's attributes (positive or negative).

• Example: Dislike towards accountants shifts from "they are boring" to "I hate accountants, they are boring."

Discrimination

• Treating individuals differently, often unfavorably, based on prejudice.

• Likely to occur when those in power (e.g., doctors, nurses) hold stereotypes or prejudiced assumptions.

Impact of Communication Roadblocks

• Judgments lead to misunderstanding and a defensive reaction.

• Individuals may feel unsafe and misunderstood.

Category Two: Sending Solutions

• Ordering: e.g., "Go fix that right now."

• Threatening: e.g., "If you don't agree to these terms, I will sue you."

• Moralizing: e.g., "You ought to apologize to her."

• Excessive/Inappropriate questioning.

• Advising: e.g., "If I were you, this is what I would do..."

Effects of Sending Solutions

• Responses aimed at solving problems can be manipulative or coercive.

• Such responses can exacerbate issues and undermine the other person's capacity to handle their problems, fostering anxiety and resentment.

Category Three: Avoiding the Others’ Concerns

• Diverting: e.g., "If you think that's bad, let me tell you what happened to me."

• Logical Argument: e.g., "If you leave your keys in the car, you can expect someone to steal it."

• Reassuring: e.g., "You have the ability to handle this. You’ll get over it."

Consequences of Avoidance

• These responses keep emotional distance instead of providing true help, often to make oneself feel more comfortable.

Risk Factors of Roadblocks

• High-risk responses are more destructive under stress (Bolton, 2007).

• It's advised to avoid roadblocks when experiencing stress.

Possible Effects of Verbal Barriers to Communication

• Diminished self-esteem.

• Trigger defensiveness and resistance.

• Generating resentment.

• Creating dependency and withdrawal.

• Feelings of defeat or inadequacy.

• Undermining motivation.

Lack of Therapeutic Skills as Communication Barriers

• Factors indicating lack of therapeutic skills:

  • Disrespecting personal space.

  • Incongruent behavior.

  • Inappropriate use of power.

  • Lack of respect and appreciation for cultural diversity.

  • Mistrust from patients.

  • Showing a lack of caring and empathy.

  • Inability to actively listen.

  • Patient stress.

Summary

• It is easy to create barriers that can harm therapeutic relationships.

• Communication should be conducted in the manner one wishes to receive it.