安心專線的對談成效及其運作機制：比較靜態與動態語言風格相似性的影響效果

Effectiveness and Mechanisms in Lifeline: Comparing the Impact of Static and Dynamic Language Style Matching

研究目的：本研究以靜態語言風格相似性（static language style matching, LSM）與動態語言風格相似性（reciprocal language style matching, rLSM）作為投入治療同盟的指標，探討於安心專線來電初期，LSM與rLSM能否透過促進來電者觀點轉換，減緩心理痛苦。研究方法：本研究收錄754份第一次來電者的錄音檔逐字稿，經由LIWC軟體輸出語文類別變項，計算靜態LSM與動態rLSM、觀點轉換與心理痛苦的語文指標，以進行統計分析。研究結果：靜態LSM透過降低來電者觀點轉換的可能性，增加其心理痛苦。來電者主導／志工回應的動態rLSM則能透過提高來電者的觀點轉換，減輕其心理痛苦。研究結論：靜態LSM可能意味著志工與來電者的整體風格相似，反而強化了來電者當下的負向心理狀態，使其觀點更加固著，而不利於安心專線脈絡中協助個案降低心理痛苦。而動態rLSM的可能意涵為志工持續調整自身的語言風格以趨近來電者，逐漸形成治療同盟，而促進來電者鬆動既有想法，得以轉換觀點並減輕其心理痛苦。

Purpose: We examined how Lifeline, a suicide prevention hotline in Taiwan, achieves therapeutic outcomes. Previous research has measured verbal synchrony using the similarity in the proportion of function words used by 2 people, referred to as Language Style Matching (LSM). The LSM index can be calculated using different methods, including static LSM and dynamic reciprocal LSM (rLSM), both of which are considered indices of therapeutic alliance—a crucial factor in promoting therapeutic effectiveness. Although suicide hotlines are known to be effective, their underlying mechanisms remain unclear. Therefore, we investigated whether higher LSM or LSM between trained Lifeline volunteers and callers facilitates perspective changes and reduces callers’ psychological distress. Method: We analyzed 754 verbatim transcripts of conversations between Lifeline volunteers and first-time callers. We identified linguistic markers for LSM, rLSM, perspective changes, and psychological distress using LIWC software. We used mediation analyses to address the research questions. Results: After controlling for gender, baseline psychological distress, and suicide risk levels, the mediation analysis revealed that static LSM increased psychological distress by reducing the likelihood of perspective changes in callers. In contrast, rLSM decreased psychological distress by facilitating perspective changes in callers. Conclusion: Static LSM may reinforce the caller’s existing negative psychological state, leading to a more rigid perspective and hindering the reduction of psychological distress in the context of Lifeline. In contrast, higher rLSM reflects that the volunteers continuously adapted their language style to match their callers, fostering a therapeutic alliance, encouraging perspective changes, and reducing psychological distress. These findings provide insight into the underlying mechanism through which suicide prevention hotlines achieve their therapeutic effectiveness.