Keywords
dialogue
emotional regulation
cognitive restructuring
discourse analysis
How to Cite
Abstract
This article examines the role of communication in crisis intervention, focusing on its regulatory, cognitive, and relational functions. The aim of the study is to identify communication mechanisms that contribute to effective intervention and to analyze factors leading to its failure, with particular emphasis on the linguistic and pragmatic dimensions of dialogue. A qualitative research approach was adopted, based on a comparative analysis of two case studies representing dialogic (effective) and directive (ineffective) communication. The analysis indicates that the dialogical nature of communication, understood as co-creation of meanings and adapting the response to the emotional state of the interlocutor, is an important factor contributing to the effectiveness of the intervention. In the effective case, communication was structured and supportive, enabling emotional regulation, cognitive restructuring, and an increased sense of agency. Techniques such as paraphrasing, emotional reflection, and open-ended questioning facilitated the organization of experience and the gradual reduction of emotional tension. In contrast, the ineffective case was characterized by directive communication, involving imposed interpretations and advice-giving, which triggered psychological reactance, reduced trust, and hindered the intervention process. The results suggest that emotional regulation is a prerequisite for cognitive processing, and its absence prevents meaningful reconstruction of experience. Furthermore, effective communication requires flexibility, responsiveness, and sensitivity to the social context of the individual’s narrative. The study highlights the role of language as a tool for meaning-making and offers practical implications for developing communicative competence in crisis intervention.
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