Communication and Interpersonal Skills 1 Flashcards

A cognitively intact resident tells a CNA they feel depressed. The BEST response is:

Answer: 'I'll let the nurse know so the right support can be arranged.'

Reporting a resident's report of depression to the nurse ensures appropriate clinical follow-up and mental health support.

Which scenario is an example of a communication barrier in long-term care?

Answer: A noisy environment that prevents the resident from hearing the CNA

Environmental noise is a common physical barrier that interferes with effective verbal communication.

A resident with aphasia cannot speak but nods their head. The CNA should:

Answer: Ask yes-or-no questions and observe nodding or gestures

Yes-or-no questions allow residents with expressive aphasia to participate in their own care decisions.

What should a CNA do when another staff member makes a disparaging comment about a resident in the hallway?

Answer: Redirect the conversation and report the incident per facility policy

Disrespectful talk about residents violates their dignity and should be addressed through proper reporting channels.

A resident expresses anger at the CNA for something that is not the CNA's fault. The BEST response is:

Answer: Remain calm, acknowledge the resident's feelings, and listen

Acknowledging feelings de-escalates emotional situations and maintains a therapeutic relationship.

When speaking with an older resident who has no hearing or cognitive impairment, the CNA should:

Answer: Communicate in a natural, respectful adult tone

Adults without documented impairments deserve to be addressed in a natural, respectful manner without assumptions.

A resident asks the CNA to keep a secret about a safety concern. The CNA should say:

Answer: 'I care about you, but I have a duty to share safety concerns with my team.'

CNAs cannot keep confidential information that involves safety risks; residents should be informed of this limitation honestly.