CNA Communication & Stakeholder Relations 3 — Questions and Answers
Question 1: A resident with Alzheimer's disease becomes agitated during morning care. The BEST communication approach is:
- Use short, simple sentences and a calm tone (Correct answer)
- Give detailed explanations to orient the resident
- Speak loudly so the resident understands the urgency
- Avoid speaking to reduce stimulation
Correct answer: Use short, simple sentences and a calm tone
Short, simple sentences delivered in a calm tone reduce confusion and agitation in residents with cognitive impairment.
Question 2: A nurse gives the CNA a verbal instruction during a busy shift. The CNA should:
- Carry out the task immediately without repeating it
- Repeat the instruction back to the nurse to confirm accuracy (Correct answer)
- Wait until written orders are available before acting
- Ask another CNA to verify the instruction
Correct answer: Repeat the instruction back to the nurse to confirm accuracy
Repeating the instruction back (read-back technique) confirms accuracy and prevents errors caused by miscommunication.
Question 3: Which of the following is considered a barrier to effective communication with residents?
- Using the resident's preferred name
- Speaking in medical jargon the resident may not understand (Correct answer)
- Making eye contact at the resident's level
- Allowing the resident time to respond
Correct answer: Speaking in medical jargon the resident may not understand
Medical jargon creates confusion and prevents residents from understanding their care, making it a significant communication barrier.
Question 4: A resident's family member is upset about the care provided. The CNA's best response is to:
- Defend the care decisions made by the team
- Dismiss the concern since the CNA did not make care decisions
- Listen attentively, acknowledge their feelings, and notify the nurse (Correct answer)
- Advise the family to speak with hospital administration directly
Correct answer: Listen attentively, acknowledge their feelings, and notify the nurse
Listening empathetically, validating concerns, and escalating to the nurse maintains trust and ensures the issue is addressed appropriately.
Question 5: What does 'therapeutic communication' mean in the context of CNA care?
- Using psychological techniques to change resident behavior
- Communication strategies that promote the resident's well-being and comfort (Correct answer)
- Formal counseling sessions conducted by CNAs
- Speaking only about medical topics during care
Correct answer: Communication strategies that promote the resident's well-being and comfort
Therapeutic communication refers to deliberate techniques that support the resident's emotional and physical well-being through interaction.
Question 6: A resident refuses to eat lunch and does not explain why. The CNA's priority action should be:
- Remove the tray and note that the resident refused
- Gently ask the resident if something is bothering them or if they dislike the food (Correct answer)
- Insist the resident eat to maintain nutrition
- Immediately call family to report the refusal
Correct answer: Gently ask the resident if something is bothering them or if they dislike the food
Asking open, non-threatening questions may uncover treatable causes such as pain, nausea, or food preference issues.
Question 7: The charge nurse gives instructions to multiple CNAs at the same time. To ensure understanding, the CNA should:
- Assume the instructions apply equally to everyone present
- Clarify which specific tasks are assigned to them before proceeding (Correct answer)
- Complete all tasks mentioned in case others are missed
- Record the instructions and ask questions at the end of the shift
Correct answer: Clarify which specific tasks are assigned to them before proceeding
Clarifying personal assignments prevents task overlap, omissions, and confusion about individual accountability.
CNA Communication & Stakeholder Relations 3
A resident with Alzheimer's disease becomes agitated during morning care.
The BEST communication approach is: