CNA Communication And Interpersonal Skills 4 3 — Questions and Answers
Question 1: A patient who speaks limited English becomes frustrated during care. What is the BEST first step?
- Speak louder and more slowly
- Request a trained medical interpreter (Correct answer)
- Use hand gestures only and skip verbal communication
- Ask a family member to interpret medical information
Correct answer: Request a trained medical interpreter
A trained medical interpreter ensures accurate communication and protects patient rights and safety.
Question 2: When a resident says 'I don't want to talk right now,' the CNA should:
- Encourage them to share their feelings immediately
- Respect the request and offer to return later (Correct answer)
- Report the refusal to the charge nurse right away
- Continue asking questions to assess their mood
Correct answer: Respect the request and offer to return later
Respecting a resident's wish for privacy honors their autonomy and builds trust.
Question 3: Which behavior demonstrates empathy during resident interactions?
- Finishing the resident's sentences to save time
- Saying 'I understand how hard that must feel for you' (Correct answer)
- Telling the resident others have it worse
- Quickly moving on after the resident expresses sadness
Correct answer: Saying 'I understand how hard that must feel for you'
Acknowledging a resident's feelings with a validating statement demonstrates empathic communication.
Question 4: A CNA overhears two coworkers gossiping about a resident. The appropriate response is to:
- Join the conversation to learn more details
- Ignore it since it does not involve patient care
- Remind coworkers that resident information is confidential (Correct answer)
- Report the resident's behavior to the supervisor
Correct answer: Remind coworkers that resident information is confidential
Gossiping about residents violates confidentiality and professional standards; CNAs should address it directly.
Question 5: A resident constantly rings the call light for minor requests. The BEST approach is to:
- Remove the call light to discourage overuse
- Ignore non-urgent calls to prioritize other patients
- Round frequently and proactively address common needs (Correct answer)
- Tell the resident to wait unless it is an emergency
Correct answer: Round frequently and proactively address common needs
Proactive rounding addresses needs before they escalate and reduces unnecessary call light use.
Question 6: When communicating with a resident who has aphasia, the CNA should:
- Avoid asking yes/no questions to prevent confusion
- Speak about the resident to family as if they are not present
- Allow extra time and use simple yes/no questions (Correct answer)
- Speak quickly to keep the resident focused
Correct answer: Allow extra time and use simple yes/no questions
Residents with aphasia benefit from simple questions and extra response time to communicate effectively.
Question 7: A resident's family member demands to see the medical chart. The CNA should:
- Provide the chart to maintain good family relations
- Direct the family member to the charge nurse (Correct answer)
- Show only the medication list as a compromise
- Explain that family members are never allowed access
Correct answer: Direct the family member to the charge nurse
CNAs are not authorized to release medical records; this must be handled by nursing or administration per HIPAA.
CNA Communication And Interpersonal Skills 4 3
A patient who speaks limited English becomes frustrated during care.
What is the BEST first step?