CNA Communication and Interpersonal Skills 1

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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.

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.

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.

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.

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.

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 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."

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.

Which of the following is an acceptable way for the CNA to cope with feelings of anger and frustration?

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At some point in time, every health care professional becomes frustrated over a challenging client or situation.. Do not dismiss your feelings. It is important to find a safe outlet for expressing your concerns. Remember the laws about client confidentiality and avoid comments with co-workers and friends. Supervisors are experienced and can offer perspectives and suggestions. Remember that working with clients can be challenging, but also rewarding.

A visitor enters the room while the nurse aide is changing the client. How SHOULD the nurse aide respond?

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The client is entitled to complete privacy when receiving care. Close the door before beginning care. If a visitor does not knock, or enters the room, quickly redirect them to another area. Tell them you will get them when you are finished. Consider putting a sign on the door to let others know they may not come in.

What should the nurse aide do to communicate with a client that only speaks and understands a foreign language?

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Many facilities have clients that do not speak or understand English. Laws are in place to protect client rights. Check the policies of your facility to determine what the procedures are for assisting speakers of other languages. Simple adaptations include using picture boards and gestures. Find out if interpreters are available.

A resident complains that his children never visit. The aide should

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Good communication aims for mutual understanding. If a client complains or seems angry, often there is another emotion present. The client may actually be sad, disappointed, or feeling abandoned. Spending a few minutes listening can lead to understanding of their true feelings. Reflect back what you are hearing and ask gentle questions. The client may be relieved and ready to talk about solutions.

An example of negative body language is

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Negative body language can be powerful and actually cancel the meaning of your words. Putting hands on hips, crossing arms, or making a "steeple" with your fingers, all represent a physical barrier between you and others. Remember that over half of all communication happens without words. Use gestures to offer support, not to push others away.

The nurse aide finds a resident sobbing. What is the best thing for the nurse aide to say?

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Emotions are a natural part of life. They must be acknowledged before they can be understood. Do not ignore or minimize how another person feels. Let them talk about what happened and why they feel the way they do. Sitting quietly and listening validates their emotions and allows them to find solutions or meanings. Don't offer a quick solution in order to avoid your own discomfort.

The best approach if you are not sure how to use a piece of equipment is to

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Open and honest communication among all team members helps everyone accomplish more. Sometimes instructions aren't clear or you aren't familiar with a device or technique. Ask for help in a direct way. Listen attentively. Questions are a good way to clarify. Repeat instructions to make sure you understand. After performing the task, take time to recollect the steps to reinforce the lesson.

If a client says, “God is punishing me” or “Why me?” how should the nurse aide respond?

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Good communication includes active listening. This means giving a client your full attention and finding the meaning of their message. It is safe to respond, "I don't know. How can we help you?" Do not discourage conversation. Engage the client by asking more questions such as "Why do you think that?" or "Tell me more." The client is in an active thought process. Do not offer solutions. Just be available to listen and reflect.

How can the nurse aide BEST help a client who is not accepting a loss?

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Moving through the loss and grief process is an individual experience. Each person recovers at a different rate. The best way to help a grieving client is to be available to listen and to provide support. Encourage the client to talk about the loss and share some memories. Being around others may also be helpful, but do not decide what is best for the client. Consider asking a social worker, grief counselor, or clergy to assist the client.

To BEST communicate with a client who is totally deaf, the nurse aide should

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The first thing to do when working with a deaf client is to find out how the client prefers to communicate. This will lower the client's anxiety. Begin by writing to introduce yourself and to ask questions. Always maintain eye contact so the client knows you are communicating with them. If they prefer to lip read, speak normally. Smiling interferes with natural speaking. Adding gestures is acceptable and can increase their understanding.

You are assigned to care for a new resident. You do not know what to call her. You should introduce yourself then

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When a new resident enters the facility, it is appropriate to first address them formally, such as "Mrs. Smith" or "Mr. Jones." After you introduce yourself and begin to provide care, you can ask which name they prefer. Many older people choose to continue with a formal name. Others may be more comfortable with a first name. Using pet names such as "Honey" is not respectful.

The nurse aide is caring for a client who answers every question by nodding and saying “yes.” How will the nurse aide respond to this behavior?

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When a client always responds the same way to all conversations or questions, take time to determine if they understand what is being said. Are they able to hear? Do they have expressive aphasia? Can they understand English? Are they trying to please the nurse aide? Once you know the reason, you can adapt your care for the client.

If the CNA is confused about instructions of a task that the nurse told the CNA to do, the CNA should

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Clarification is an important part of communication. When you receive a message that you don't understand, ask the speaker to explain. Simply say, "I'm not sure what you said about…" or "I don't feel clear about..." It is always good to repeat back the instructions so the speaker knows you understand. It can be dangerous to give any client care when uncertain about how to complete a task.

When communicating with the client’s family, the nurse aide SHOULD

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The nurse aide is always able to offer support to the client and their family. The role of the nurse aide does not include providing medical recommendations. Listen to concerns and tell them you will report to the nurse. Never offer medical advice on your own or discuss other clients, even if asked.

Mrs. Smith, your patient, reports to you that her hearing aid is missing. What do you do?

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After learning about any missing object, first do a complete search. Check drawers, linens, pockets, and any nearby area. Often these items are simply misplaced. If not located, report to loss to the nurse and complete any forms. This relieves the nurse aide of responsibility. if the item is found, notify the nurse. Do not contact the family, this is not within the scope of care for a nurse aide.

Although a resident says "Fine" when asked how she feels, the nurse aide suspects the resident is in pain because

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Non-verbal communication can help the nurse aide understand a resident's condition. Facial expressions, such as grimacing, frowning, or tight lips can indicate pain. Moaning or becoming completely silent are signs of discomfort. Rubbing or holding a part of the body are involuntary actions that tell where the resident hurts. When a resident's words do not match their actions, look for non-verbal cues that can help determine how to assist the resident.

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