CNA Communication and Interpersonal Skills 2
Non-verbal communication includes
Non-verbal communication makes up over half of how we convey our messages. Our facial expressions, eye movements, tone and pitch of voice, posture, and gestures can convey more than our words. Touch and how far we stand from another person are also non-verbal cues. Non-verbal communication can be more honest than the words we speak. Non-verbal communication includes tone of voice. Even though words are being spoken (verbal), the way the words are spoken is nonverbal. We use verbal and nonverbal together all the time, without even noticing.
How can the nurse aide show they are interested and listening to a client?
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.
A good way to build a relationship with a resident is to
When you are working with a resdient in a long-term care facility, you will start to notice their non-verbal responses to different situations. They may look down with their hands in their lap when they are sad, or wave you away when they are angry. When you learn their personal style, you can "inerpret" their mood and communicate appropriately. "You seem sad, Mary. Can you tell me why?" or "What's wrong, John? You seem angry."
Which is NOT an example of clarification?
Clarification is a way of making sure that you have understood what the other person has told you. It reassures the other person that you are listening and seeking confirmation of what you have heard. Clarification is especially helpful when discussing a sensitive or difficult issue.
Which is a good way to start a conversation with patients?
To start a conversation, or to learn more about others, use open-ended questions. These are questions that require thought and more than a one word answer. Examples of open-ended questions: "How did you meet your spouse?" "Tell me your favorite childhood memory." "How did you come to live here?"
What should a nurse aide do when a resident comes out their room wearing mismatched slippers?
If a resident is confused, or accidentally makes a mistake, do not embarrass or humiliate them. Help them fix the matter and don't mention it again. Try to help them avoid mistakes by organizing their clothes by outfit or arranging shoes in a different way. Look from their perspective: Do colors look similar? Is there enough light to choose proper clothing? Do the same as you would want someont to do for you.
If a patient speaks a different language, how can you communicate?
When a patient speaks another language, use non-verbal methods to communicate. Gestures and facial expressions are useful. Picture boards and drawings can help convey messages between the two of you. Patients are grateful when staff makes an effort to explain. Never ignore someone because of a language barrier.
A common impairment that can complicate effective communication between you and your patient include
When a client has suffered a stroke or other head injury, the speech center of the brain can be damaged, resulting in aphasia. Main signs of aphasia include difficulty finding appropriate words when speaking, trouble understanding speech, and difficulty with reading and writing.
When asking questions, a good rule to remember is to
Questions are a valuable part of communication. With clients, you can learn more by asking more about what they tell you about their health, symptoms, feelings, and preferences. With co-workers, you can find out about their hobbies, families, and plans. With information from questions, you are able to build better relationships . When asking questions, listen without interruption. Ask open-ended questions that require more than a "yes" or "no" response. If you want to clarify, ask, "Are you saying...?"
What are the main components for successful communication?
Communication requires someone who shares information. In oral communication, this is the speaker. The receiver is the person who listens to the message. In written communication, the sender is a writer and the receiver is a reader. The message is the information that is exchanged between the sender and receiver.
Paraphrasing is a way of repeating what the other person has said, but in similar words. The original idea is kept, but presented in a different way. Example: Original statement by a patient: "I've lived to see so many changes in the world." Paraphrase by the nurse aide: "You have witnessed a lot of progress."
Conflict resolution is an important part of communication. All the following are good tips EXCEPT
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.
When a person is admitted to the nursing home, the nurse aide should expect that the resident will
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 signficiant 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.
You tell an unconscious patient what you are going to do because ________.
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.
After Mary’s death, her husband wishes to share his feelings and emotions. You should
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.
Using touch as a way to communicate with a client
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.
An important rule of communication is to always use "register." This means
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?
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.
Mrs. King wants to know why her indwelling catheter must always be kept below the level of her bladder. You reply
Answer questions honestly. Explain in a way that the patient can understand. If you don't know the answer, tell the patient you will find out for them, and then find someone who can give the correct information. In this case, tell Mrs. King that the drainage bag should remain lower than her bladder to prevent backflow of urine, which could cause an infection.
A patient's child died in the accident they were both in. What should the nurse aide do?
When someone has lost a loved one, acknowledge the death and express your concern. Don't hide your feelings or deny theirs. Offer support. Ask how they are feeling and listen carefully. Losing a child is considered the worst loss, so your kindness and compassion are extremely important at this time.
A resident frequently acts demanding, especially when his roommate has visitors. The nurse aide understands the resident is
Demanding clients can be frustrating to care for. They can take up a lot of time and attention. Often their behavior means they are seeking reassurance. They may be feeling anxious or worried because their families don't visit. They may be scared because they don't feel well. They may be uncertain about the future. Do not tolerate unacceptable behavior and try to determine the cause behind it.
How can you give a resident some independence when he must be fed?
Even simple choices allow residents to participate in their care. Choosing which food to eat first, which outfit to wear, or when to take a shower offer an opportunity to control a situation. Making choices is empowering and builds self-resteem.
When communicating with elderly residents, you should
Good communications skills are important in all areas of life, and should be adapted for each situation. Elderly people may have vision or hearing problems, so you may have to speak more slowly and allow time for them to respond. Face the resident so they can see your facial expressions. Eye contact is respectful for all conversations.
Ms. Smith is a new resident at your facility. What can you do as the CNA?
As a CNA, you will likely spend more time with residents than other team members. Take time to show new residents around and to introduce them to others. Entering a new facility can cause anxiety for new residents, so do your best to help them feel comfortable in their new setting.
To assist residents who are anxious, you should do all EXCEPT
When a resident tells you how they are feeling, or report their symptoms, listen to them. They know their conditions and are able to explain. Sometimes they can be aware of early signs of things such as a panic attack, an insulin reaction, or when they are becoming dizzy. Let them explain and act accordingly.
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