CNA Communication And Interpersonal Skills 4 — Questions and Answers
Question 1: A resident with aphasia after a stroke struggles to find words. The CNA should:
- Avoid speaking with the resident to prevent frustration
- Give the resident time and use simple yes/no questions (Correct answer)
- Speak for the resident in all situations
- Refer all communication to the speech therapist only
Correct answer: Give the resident time and use simple yes/no questions
Allowing extra time and using simple questions helps residents with aphasia communicate more effectively.
Question 2: A resident refuses care and uses profanity toward the CNA. The CNA should FIRST:
- Firmly tell the resident their behavior is unacceptable and leave
- Remain calm, step back, and give the resident space before trying again (Correct answer)
- Restrain the resident to complete the care
- Document the behavior but do not report it
Correct answer: Remain calm, step back, and give the resident space before trying again
Remaining calm, allowing space, and returning later promotes de-escalation and respects resident autonomy.
Question 3: What does the term 'proxemics' refer to in communication?
- The use of written words in care documentation
- The tone of voice used during conversations
- The use of personal space and physical distance in interactions (Correct answer)
- The timing of communication with residents
Correct answer: The use of personal space and physical distance in interactions
Proxemics is the study of personal space and how physical distance affects communication and comfort.
Question 4: Which is the MOST appropriate way to end a conversation with a resident?
- Walk away when you are done speaking
- Interrupt with 'I have to go now' mid-sentence
- Tell the resident you enjoyed speaking with them and explain when you will return (Correct answer)
- Ask another staff member to finish the conversation for you
Correct answer: Tell the resident you enjoyed speaking with them and explain when you will return
A warm, respectful close that includes when you will return maintains trust and reduces resident anxiety.
Question 5: A family member is angry and yelling at the CNA about their loved one's care. The CNA should:
- Yell back to assert authority
- Apologize repeatedly even if not at fault
- Listen calmly, acknowledge their concern, and involve the charge nurse (Correct answer)
- Walk away without responding
Correct answer: Listen calmly, acknowledge their concern, and involve the charge nurse
Staying calm, validating concerns, and escalating to the charge nurse is the professional response to an upset family member.
Question 6: Maintaining confidentiality means the CNA should:
- Share resident information only with authorized healthcare team members (Correct answer)
- Discuss residents with family members in the hallway
- Post resident updates on social media to keep families informed
- Tell coworkers personal details about residents during breaks
Correct answer: Share resident information only with authorized healthcare team members
HIPAA requires that resident information be shared only with those directly involved in care and authorized to receive it.
Question 7: A resident from a different cultural background declines a handshake during introduction. The CNA should:
- Insist on the handshake to show respect
- Feel offended and report the resident's behavior
- Respect the preference and use an alternative greeting such as a nod (Correct answer)
- Avoid interacting with the resident
Correct answer: Respect the preference and use an alternative greeting such as a nod
Respecting cultural practices around physical contact is part of providing culturally sensitive, person-centered care.
CNA Communication And Interpersonal Skills 4
A resident with aphasia after a stroke struggles to find words.
The CNA should: