CNA Communication and Interpersonal Skills 1


When interacting with clients, the nurse aide should remember that

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Research has shown that 58% of all communication is non-verbal. It includes tone and pitch of voice, eye contact, facial expressions, body position, gestures, and touch. Think of all the ways that simple words like "yes" or "really" can be said to realize how powerful non-verbal communication can be.

After you have had to complete several assignments that a co-worker didn't do, what is the best approach?

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Healthy communication depends on the ability to discuss all topics, even if they can be difficult. Do not assume the other person has negative intentions. Start the conversation in a non-threatening way: "I notice that you haven't been able to finish your work. Is something the matter?" This lets the other person know that you are aware, and allows them to respond without being defensive. If the behavior continues, you can say, "I'm having a hard time finishing my own work. I'm going to have to let the supervisor know."

An important rule of communication is to always use "register." This means

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Register is the formality of speech, depending on the circumstances. You may first address a new client as "Mr. Smith" until he asks you to call him "Bob." You may have a nickname for a friend, but call him by his given name when you're around his family. At your job, register means that you can use words, such as NPO or DNR, that have no meaning to others outside of the workplace. All languages have register, and usually we know exactly how to switch from formal to informal.

Which is NOT an example of an open-ended question?

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An open-ended question invites the other person to explain their answer. It cannot be answered by a simple "yes" or "no." An open-ended question requires some thought and reveals something about the other person. It is an effective communication tool.

The nurse aide is asked by a confused client what day it is. The nurse aide should

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Provide and repeat information to help clients understand their surroundings. To keep a client oriented, use their name frequently. Information such as date and time are reinforced with calendars and clocks. Seasonal decorations are also helpful.

Which is the best way to talk to a resident with a vision impairment?

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When communicating with a client who has a visual impairment, speak in a natural tone and volume. Loss of vision does not mean loss of hearing. Always identify yourself when entering the room; don't assume the client recognizes your voice. If others are present, introduce them. Turn off the television and minimize distractions. Use normal language; there is no need to avoid words like "see" or "look." Speak directly to the client. Be sure to let them know when you are leaving the room.

When communicating with a non-verbal resident, the nurse aide should use all of the following EXCEPT

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Being non-verbal does not mean that a resident is unable to communicate. The resident may be intelligent and able to understand what others say. Often the resident has the ability to communicate through gestures or facial expressions. Picture or word boards can be useful. Asking questions with yes-or-no answers, such as "Are you in pain?" allow the resident to respond. The resident's family can provide methods to increase understanding.

Conflict resolution is an important part of communication. All the following are good tips EXCEPT

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Conflict and disagreement happen in many places, including on the job. When disputes arise, work with others to make changes that lead to good solutions. First, look at your own behavior to see if you may have been part of the conflict. If so, acknowledge it and apologize if necessary. Keep emotions out of discussions and look at the facts. Organize meetings for everyone to attend, and listen carefully to what others have to say. Be positive and stay open to finding a solution.

Using touch as a way to communicate with a client

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Touch is a universal human need and can be a useful communication tool. It can help to calm and reassure a client, as well as encourage and congratulate. However, do not assume that touch is always welcome. In health care, always request permission to touch a client. Be aware that some cultures are uncomfortable or even forbid touching, especially by the opposite gender.

You tell an unconscious patient what you are going to do because ________.

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Studies show that unconscious patients are able to hear and perceive that others are present. When caring for a patient who is unconscious, speak the same as if they were alert. Introduce yourself and explain what you are going to do before starting any procedure. Encourage family and visitors to talk or read to the patient. Do not speak about the patient as if they were not present. If a topic is sensitive, step outside the room to discuss it.

When a person is admitted to the nursing home, the nurse aide should expect that the resident will

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There are many types of loss, besides death, that can cause people to grieve. People can grief the loss of their career, loss of a life goal or dream, loss of income or stability, and loss of a friendship or marriage. Loss of independence or health is a signficant loss for older people. People who enter a nursing home can experience grief for the life change of leaving their home. These losses are as real and painful as a death, so treat people accordingly.

A resident calls the nurses aide and says, “Someone spilled water onto my bed.” The nurse aide observes a wet area on the pad, directly under the resident. The nurse aide should

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Respond to the situation with kindness and respect. Never embarrass or blame a resident. Don't ask them to do more than they are capable of. Try to determine the cause of the incident, then develop a plan that will help the resident remain healthy and safe. With incontinence, consider the possibilities. Does the resident have a bladder infection? Is she confused? Was she dreaming? Is she on a regular toileting schedule? Has she had too many fluids? Was her call light nearby? Use good communication to ask questions and find the best solution for the resident.

In order to communicate clearly with a client who has hearing loss, the nurse aide should

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When speaking to clients who are deaf, remember several things. First, make sure that there is adequate lighting. Second, stand directly in front the client and maintain eye contact. Next, talk a little slower, so the client can adjust to your speaking style. Add gestures. If the client seems confused, write or draw pictures.

A resident has just been admitted to the facility. The nurse aide should

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Any transition can cause anxiety. For a new resident, there are many new adjustments: new people, new schedules, and a new environment. As a direct caregiver, the nurse aide is in the best position to assist a new resident become comfortable by introducing the resident to his roommate and helping him begin to become familiar with his surroundings.

After Mary’s death, her husband wishes to share his feelings and emotions. You should

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Following a death, the survivors may simply want to talk. The best thing you can do is to simply sit and listen. Don't offer advice or tell them that things will get better. Allow for silence and accept their emotions. Grief is personal and each person should be allowed to work through their loss in their own time and manner. Express your concern and ask if they need anything at that moment.

Active listening is important because

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Active listening can build relationships and solve problems by eliminating judgment and keeping communication open. When using active listening, be relaxed and attentive. Block out distractions. Use non-verbal cues such as eye contact and leaning towards the speaker. Don't interrupt the speaker. Be open and try to imagine their point of view. Ask thoughtful questions to learn more. The goal is to a common understanding and agreement.

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CNA Communication And Interpersonal Skills #2

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