CNA Communication And Interpersonal Skills 3 — Questions and Answers
Question 1: A resident becomes tearful when discussing their family. What is the BEST response from the CNA?
- Change the subject to distract the resident
- Sit quietly and offer a reassuring touch if appropriate (Correct answer)
- Leave the room to give the resident privacy
- Tell the resident there is no reason to cry
Correct answer: Sit quietly and offer a reassuring touch if appropriate
Staying present, listening, and offering comfort through appropriate touch validates the resident's emotions.
Question 2: Which of the following is an example of using 'I' statements in communication?
- 'You never listen to me.'
- 'I feel concerned when you refuse your medication.' (Correct answer)
- 'Everyone thinks you should follow the care plan.'
- 'You are making this harder than it needs to be.'
Correct answer: 'I feel concerned when you refuse your medication.'
'I' statements express the speaker's feelings without blaming the other person, reducing defensiveness.
Question 3: A resident who is hard of hearing asks the CNA to repeat something. What should the CNA do?
- Speak louder and faster to save time
- Face the resident, speak clearly, and use a slightly lower pitch (Correct answer)
- Write everything down instead of speaking
- Ask another staff member to communicate instead
Correct answer: Face the resident, speak clearly, and use a slightly lower pitch
Facing the resident and speaking clearly at a moderate pace with a lower pitch aids comprehension for those with hearing loss.
Question 4: When a resident accuses a CNA of stealing, the most appropriate first action is to:
- Argue that you did not take anything
- Report the accusation to the charge nurse immediately (Correct answer)
- Ignore the comment and continue working
- Ask the family to speak with the resident
Correct answer: Report the accusation to the charge nurse immediately
Accusations must be reported to the charge nurse so the situation can be investigated and documented appropriately.
Question 5: Cultural competence in nursing assistant care means:
- Treating all residents exactly the same regardless of background
- Recognizing and respecting each resident's cultural beliefs and practices (Correct answer)
- Avoiding discussions of culture to prevent conflict
- Following only the dominant culture's norms in care
Correct answer: Recognizing and respecting each resident's cultural beliefs and practices
Cultural competence requires acknowledging and respecting individual cultural differences to provide person-centered care.
Question 6: A CNA notices a coworker speaking harshly to a resident. The CNA should:
- Ignore it because it is not their responsibility
- Join the conversation to help calm the resident
- Report the behavior to the charge nurse (Correct answer)
- Confront the coworker aggressively in front of the resident
Correct answer: Report the behavior to the charge nurse
Witnessing potentially abusive or unprofessional behavior must be reported to a supervisor to protect the resident.
Question 7: Which action BEST demonstrates active listening during a conversation with a resident?
- Nodding, maintaining eye contact, and summarizing what was said (Correct answer)
- Multitasking while the resident speaks to save time
- Finishing the resident's sentences to speed up communication
- Offering advice before the resident finishes speaking
Correct answer: Nodding, maintaining eye contact, and summarizing what was said
Active listening involves full attention, appropriate nonverbal cues, and reflecting back what was heard.
CNA Communication And Interpersonal Skills 3
A resident becomes tearful when discussing their family.
What is the BEST response from the CNA?