CNA Communication and Interpersonal Skills 1 3 — Questions and Answers
Question 1: A resident who speaks limited English becomes upset during care. What is the BEST first action?
- Speak louder and more slowly
- Request a professional interpreter or use a translation aid (Correct answer)
- Ask a family member to translate immediately
- Continue care without addressing the language barrier
Correct answer: Request a professional interpreter or use a translation aid
Professional interpreters ensure accurate communication and protect patient rights; using untrained family members can compromise privacy and accuracy.
Question 2: When a resident repeatedly asks the same question, the CNA should:
- Tell the resident they already answered that question
- Answer calmly and patiently each time without showing frustration (Correct answer)
- Ignore the question after the third time
- Document the behavior and refuse further answers
Correct answer: Answer calmly and patiently each time without showing frustration
Cognitive changes such as dementia cause repetitive questioning; responding with patience each time validates the resident and maintains trust.
Question 3: Which action demonstrates therapeutic touch during resident care?
- Patting a resident firmly on the back without asking
- Gently holding a distressed resident's hand after asking permission (Correct answer)
- Hugging every resident when entering the room
- Avoiding all physical contact to respect boundaries
Correct answer: Gently holding a distressed resident's hand after asking permission
Therapeutic touch with consent provides comfort and reassurance while respecting the resident's autonomy.
Question 4: A resident's family member asks the CNA about test results. The CNA should:
- Share the results to avoid conflict
- Refer the family member to the nurse or physician (Correct answer)
- Check the chart and relay the information
- Ask the resident to explain the results themselves
Correct answer: Refer the family member to the nurse or physician
CNAs are not authorized to interpret or share medical test results; this falls within the nurse's or physician's scope.
Question 5: Which nonverbal behavior signals that a CNA is actively listening to a resident?
- Continuing to chart while the resident speaks
- Making intermittent eye contact and nodding appropriately (Correct answer)
- Crossing arms and facing away slightly
- Checking the clock frequently
Correct answer: Making intermittent eye contact and nodding appropriately
Eye contact and nodding show engagement and encourage the resident to continue communicating.
Question 6: A resident refuses to discuss a personal concern in front of a roommate. The CNA should:
- Insist the roommate already knows everything
- Offer to move to a private area or draw the curtain (Correct answer)
- Tell the resident the information must be shared anyway
- Document that the resident is uncooperative
Correct answer: Offer to move to a private area or draw the curtain
Providing privacy respects confidentiality and encourages open communication.
Question 7: When a CNA uses the word 'we' as in 'We need to take our bath now,' this is considered:
- Empathetic and appropriate
- Elderspeak and potentially demeaning (Correct answer)
- A therapeutic communication technique
- An acceptable way to build rapport
Correct answer: Elderspeak and potentially demeaning
Using 'we' in this context is a form of elderspeak that treats adults like children and can diminish dignity.
CNA Communication and Interpersonal Skills 1 3
A resident who speaks limited English becomes upset during care.
What is the BEST first action?