CNA Communication and Interpersonal Skills 1 5 — Questions and Answers
Question 1: During a handoff report, which type of communication is most important for resident safety?
- Casual verbal updates in the break room
- Clear, structured SBAR or similar standardized reporting (Correct answer)
- Written sticky notes left at the nurses' station
- Verbal reports given only when asked
Correct answer: Clear, structured SBAR or similar standardized reporting
Standardized communication formats like SBAR reduce errors during care transitions by ensuring critical information is consistently shared.
Question 2: A resident is visibly crying but says 'I'm fine' when asked. The BEST response is:
- Accept the answer and walk away
- Sit with the resident, acknowledge the emotion, and offer to listen (Correct answer)
- Call the family immediately
- Document that the resident denied any concerns
Correct answer: Sit with the resident, acknowledge the emotion, and offer to listen
Sitting with the resident and acknowledging the visible distress opens the door to honest communication.
Question 3: Which statement by a CNA demonstrates professional communication with a supervisor?
- 'I think that nurse doesn't know what she's doing.'
- 'I have a concern about Mr. Smith's care I'd like to discuss.' (Correct answer)
- 'It's not my job, someone else should handle it.'
- 'I already told the last shift, it's their problem.'
Correct answer: 'I have a concern about Mr. Smith's care I'd like to discuss.'
Professional communication is direct, respectful, and focused on resident care rather than blame.
Question 4: When a resident uses a communication board, the CNA should:
- Limit its use to save time during busy shifts
- Allow adequate time for the resident to point to symbols or words (Correct answer)
- Answer on behalf of the resident to speed up care
- Use it only when family is present
Correct answer: Allow adequate time for the resident to point to symbols or words
Communication boards require patience and time to allow residents with speech impairments to express themselves fully.
Question 5: A resident from a different cultural background declines eye contact during conversations. The CNA should:
- Insist on eye contact as a sign of respect
- Recognize this may be a cultural norm and adapt accordingly (Correct answer)
- Document that the resident is being evasive
- Speak only to family members instead
Correct answer: Recognize this may be a cultural norm and adapt accordingly
Eye contact norms vary across cultures, and culturally competent care requires adapting communication without judgment.
Question 6: Which action helps build a trusting relationship with a resident over time?
- Promising outcomes you cannot guarantee
- Consistently following through on commitments and being honest (Correct answer)
- Sharing personal opinions about the resident's family
- Telling the resident only what they want to hear
Correct answer: Consistently following through on commitments and being honest
Consistency and honesty are the foundation of trust in any therapeutic relationship.
Question 7: A resident tells the CNA they want to leave the facility. The CNA should:
- Tell them they are not allowed to leave
- Listen, notify the nurse, and document the statement without restraining the resident (Correct answer)
- Lock the door to prevent elopement without reporting
- Promise that leaving will be arranged soon
Correct answer: Listen, notify the nurse, and document the statement without restraining the resident
The CNA must report the concern to nursing immediately while respecting the resident's right to be heard and not using unauthorized restraint.
CNA Communication and Interpersonal Skills 1 5
During a handoff report, which type of communication is most important for resident safety?