CNA Communication & Stakeholder Relations 2 — Questions and Answers
Question 1: A resident tells you something in confidence but it involves a safety concern. What is the CNA's most appropriate action?
- Keep the information private as the resident requested
- Report the safety concern to the nurse immediately (Correct answer)
- Tell other staff members to get their opinions
- Document the information in the resident's social notes
Correct answer: Report the safety concern to the nurse immediately
Safety concerns must be reported to the nurse regardless of confidentiality requests, as resident well-being takes priority.
Question 2: When communicating with a resident who has hearing loss, which technique is most effective?
- Speak loudly and quickly to project your voice
- Face the resident and speak clearly at a moderate pace (Correct answer)
- Write everything down instead of speaking
- Exaggerate your lip movements to help them read lips
Correct answer: Face the resident and speak clearly at a moderate pace
Facing the resident and speaking clearly at a moderate pace allows them to use visual cues and read lips naturally.
Question 3: A family member asks the CNA for details about another resident's condition. The CNA should:
- Share general information since they are in the same facility
- Politely decline and redirect them to the nurse (Correct answer)
- Refer them to the other resident directly
- Provide only the diagnosis, not the treatment plan
Correct answer: Politely decline and redirect them to the nurse
HIPAA prohibits sharing any resident information with unauthorized individuals; the CNA must redirect to the charge nurse.
Question 4: Which of the following is an example of open-ended communication?
- 'Are you in pain?'
- 'Did you sleep well?'
- 'Tell me how you are feeling today.' (Correct answer)
- 'Do you want water or juice?'
Correct answer: 'Tell me how you are feeling today.'
Open-ended questions invite detailed responses rather than simple yes/no answers, encouraging residents to express themselves fully.
Question 5: A CNA notices a colleague speaking harshly to a resident. The best first action is to:
- Confront the colleague loudly in front of the resident
- Ignore it since it is not the CNA's responsibility
- Intervene calmly to redirect the interaction, then report to the nurse (Correct answer)
- Ask the resident if they want to file a complaint
Correct answer: Intervene calmly to redirect the interaction, then report to the nurse
The CNA should calmly intervene to protect the resident and then report the observed abuse to the nurse per facility policy.
Question 6: Which nonverbal behavior best demonstrates active listening during a conversation with a resident?
- Crossing your arms and nodding
- Maintaining comfortable eye contact and leaning slightly forward (Correct answer)
- Looking at your watch occasionally to manage time
- Standing in the doorway to save time
Correct answer: Maintaining comfortable eye contact and leaning slightly forward
Maintaining comfortable eye contact and leaning slightly forward signals genuine attention and engagement to the resident.
Question 7: When documenting a resident's complaint, the CNA should use:
- The CNA's interpretation of what the resident meant
- The resident's own words in quotation marks (Correct answer)
- Medical terminology to keep records professional
- General summaries without specific details
Correct answer: The resident's own words in quotation marks
Using the resident's exact words in quotes ensures accurate documentation and avoids misrepresentation of their concerns.
CNA Communication & Stakeholder Relations 2
A resident tells you something in confidence but it involves a safety concern.
What is the CNA's most appropriate action?