CNA Communication And Interpersonal Skills 4 5 — Questions and Answers
Question 1: A resident tells the CNA they feel like 'no one cares.' The BEST response is:
- 'Everyone here cares about all the residents equally.'
- 'I can hear that you're feeling lonely. Can you tell me more?' (Correct answer)
- 'You shouldn't feel that way — we're very busy here.'
- 'Let me get the social worker — this isn't my area.'
Correct answer: 'I can hear that you're feeling lonely. Can you tell me more?'
Reflecting the resident's feelings and inviting further conversation is a therapeutic response that validates their experience.
Question 2: Cultural competence in communication means:
- Treating all residents identically regardless of background
- Adjusting communication to respect cultural differences and preferences (Correct answer)
- Only learning about the most common cultural groups
- Assuming residents share similar cultural values
Correct answer: Adjusting communication to respect cultural differences and preferences
Cultural competence requires adapting communication and care practices to honor each resident's unique cultural background.
Question 3: During handoff report, the CNA should communicate which of the following?
- Personal opinions about the resident's family
- Changes in the resident's condition, mood, and any concerns (Correct answer)
- Only information requested by the incoming staff
- Details about other residents for comparison
Correct answer: Changes in the resident's condition, mood, and any concerns
Handoff communication must include relevant changes in condition, mood, and outstanding concerns to ensure continuity of care.
Question 4: A resident appears to be in pain but denies it when asked. The CNA should:
- Accept the denial and continue with scheduled care
- Observe nonverbal cues and report observations to the nurse (Correct answer)
- Administer OTC pain relief from the supply cart
- Ask the resident's roommate if they noticed any changes
Correct answer: Observe nonverbal cues and report observations to the nurse
Nonverbal pain cues such as grimacing or guarding should be observed and reported even when the resident denies pain.
Question 5: Which of the following is an example of a CLOSED question?
- 'How are you feeling today?'
- 'What concerns do you have about your care?'
- 'Are you in pain right now?' (Correct answer)
- 'Can you describe what you are experiencing?'
Correct answer: 'Are you in pain right now?'
Closed questions require a yes or no answer and limit the amount of information the patient can share.
Question 6: When a resident becomes verbally aggressive toward the CNA, the FIRST action should be to:
- Respond firmly and tell the resident their behavior is unacceptable
- Leave the room immediately without explanation
- Stay calm, speak softly, and give the resident space (Correct answer)
- Restrain the resident to prevent further escalation
Correct answer: Stay calm, speak softly, and give the resident space
Remaining calm, using a soft voice, and providing personal space are de-escalation strategies for verbal aggression.
Question 7: Informed consent in resident care means the resident has the right to:
- Be told only what the CNA decides is necessary
- Receive information and agree or refuse before care is provided (Correct answer)
- Have family members make all care decisions
- Sign a consent form once that covers all future procedures
Correct answer: Receive information and agree or refuse before care is provided
Informed consent requires that residents receive enough information to make a voluntary, knowledgeable decision about their care.
CNA Communication And Interpersonal Skills 4 5
A resident tells the CNA they feel like 'no one cares.' The BEST response is: