CNA Communication and Interpersonal Skills 1 4 — Questions and Answers
Question 1: A cognitively intact resident tells a CNA they feel depressed. The BEST response is:
- 'Everyone feels that way sometimes, don't worry.'
- 'I'll let the nurse know so the right support can be arranged.' (Correct answer)
- 'You should think about happy things instead.'
- 'That's normal at your age.'
Correct 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.
Question 2: Which scenario is an example of a communication barrier in long-term care?
- A resident who speaks clearly and makes eye contact
- A noisy environment that prevents the resident from hearing the CNA (Correct answer)
- A CNA who speaks at the resident's preferred pace
- A resident who uses a hearing aid that is working properly
Correct 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.
Question 3: A resident with aphasia cannot speak but nods their head. The CNA should:
- Assume they cannot understand anything
- Ask yes-or-no questions and observe nodding or gestures (Correct answer)
- Speak only to the family from now on
- Document that the resident is unresponsive
Correct 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.
Question 4: What should a CNA do when another staff member makes a disparaging comment about a resident in the hallway?
- Laugh along to avoid conflict
- Redirect the conversation and report the incident per facility policy (Correct answer)
- Ignore it as long as the resident did not hear it
- Confront the coworker loudly in front of others
Correct 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.
Question 5: A resident expresses anger at the CNA for something that is not the CNA's fault. The BEST response is:
- Defend yourself firmly and explain you did nothing wrong
- Remain calm, acknowledge the resident's feelings, and listen (Correct answer)
- Leave the room immediately without responding
- Tell the resident their anger is inappropriate
Correct answer: Remain calm, acknowledge the resident's feelings, and listen
Acknowledging feelings de-escalates emotional situations and maintains a therapeutic relationship.
Question 6: When speaking with an older resident who has no hearing or cognitive impairment, the CNA should:
- Speak slowly, loudly, and use simple words as a default
- Communicate in a natural, respectful adult tone (Correct answer)
- Use gestures instead of words to be safe
- Write everything down to ensure comprehension
Correct answer: Communicate in a natural, respectful adult tone
Adults without documented impairments deserve to be addressed in a natural, respectful manner without assumptions.
Question 7: A resident asks the CNA to keep a secret about a safety concern. The CNA should say:
- 'Of course, I won't tell anyone.'
- 'I care about you, but I have a duty to share safety concerns with my team.' (Correct answer)
- 'That depends on how serious it is.'
- 'Tell your family instead.'
Correct 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.
CNA Communication and Interpersonal Skills 1 4
A cognitively intact resident tells a CNA they feel depressed.
The BEST response is: