5. According to your lesson, messages that include the words “ ” tend to build barriers to communication rather than promote effective communication.

"You should"

Explanation:

"You should" refers to doing the right thing, almost in a critical tone without much understanding of the audience´s possibilities to behave in a certain way. It´s important to deliver a message that shows empathy without being controlling.  

To develop effective communication, especially in the health services environment, t´s important to avoid breakdowns in the communication process. Communicational barriers, such as a misunderstanding due to a poor selection of words, can lead to future conflicts.