CNA Communication And Interpersonal Skills 2

Question 1

A resident becomes tearful and tells the CNA, 'I just feel like nobody cares about me anymore.' Which response best demonstrates therapeutic communication?

Accepted Answer

'I hear you — it sounds like you're feeling very alone right now. Can you tell me more?'

Answer

'Don't worry, everyone here cares about you very much.'

Answer

'I'm sure your family will visit soon, that will cheer you up.'

Answer

'You shouldn't feel that way — look at all the staff who take care of you every day.'

Question 2

Which of the following is an example of a closed-ended question?

Accepted Answer

'Did you sleep well last night?'

Answer

'How have you been feeling today?'

Answer

'What would you like to do this afternoon?'

Answer

'Tell me more about the pain you described.'

Question 3

A CNA is helping a resident who speaks limited English. The resident's adult son is present and offers to translate. What should the CNA consider?

Accepted Answer

Request a qualified medical interpreter if possible, as family members may omit or alter information

Answer

Accept the son's offer without concern — family translation is always preferred

Answer

Ask the son to leave and proceed using gestures only

Answer

Document that language services are not available and proceed without a translator

Question 4

Which behavior demonstrates active listening by the CNA during a conversation with a resident?

Accepted Answer

Facing the resident, maintaining comfortable eye contact, and nodding appropriately

Answer

Completing charting tasks while the resident talks to save time

Answer

Summarizing the resident's words back to them only at the end of each shift

Answer

Remaining silent throughout and offering no verbal or non-verbal response

Question 5

When a resident's family member criticizes the care being provided and demands to speak with 'someone in charge,' what is the most appropriate CNA response?

Accepted Answer

Listen calmly, acknowledge their concern, and notify the nurse or supervisor immediately

Answer

Defend the care team's actions and explain why the family member is mistaken

Answer

Tell the family member that complaints must be submitted in writing

Answer

Ignore the comment and continue with resident care tasks

Question 6

A CNA learns sensitive health information about a resident during care. Later, the CNA's coworker asks about the resident's condition out of curiosity. What should the CNA do?

Accepted Answer

Decline to share; only discuss resident health information with those directly involved in care

Answer

Share the information since coworkers are part of the care team

Answer

Share a brief summary since coworkers need to stay informed

Answer

Redirect by saying the information is in the chart if the coworker needs it for care purposes