General CNA Practice Communication and Interpersonal Skills Questions and Answers 1 — Questions and Answers
Question 1: A resident with expressive aphasia becomes frustrated while trying to communicate a need, pointing insistently at the water pitcher on their table. What is the CNA's most therapeutic response?
- "I'll come back in a few minutes when you can speak more clearly."
- "Do you need a drink of water?" (Correct answer)
- "You need to calm down first, then I can help you."
- "Just try to say the word, I'm sure you can do it."
Correct answer: "Do you need a drink of water?"
The most therapeutic response is to observe the resident's non-verbal cues (pointing) and ask a simple, direct yes-or-no question to confirm their need. This approach reduces frustration, validates their attempt to communicate, and efficiently meets their needs. The other options are dismissive, invalidating, or put more pressure on the resident.
Question 2: Which of the following actions by a CNA best demonstrates positive and effective non-verbal communication when speaking with a resident who is sitting in a chair?
- Standing over the resident with arms folded across the chest.
- Avoiding eye contact to prevent making the resident feel pressured.
- Sitting or squatting to be at the resident's eye level. (Correct answer)
- Tapping a pen on a clipboard while waiting for the resident to speak.
Correct answer: Sitting or squatting to be at the resident's eye level.
Positioning oneself at the resident's eye level shows respect, engagement, and that the CNA is focused on them. Standing over a resident can be intimidating, avoiding eye contact can seem like disinterest, and tapping a pen shows impatience, all of which are barriers to effective communication.
Question 3: The daughter of a resident is upset and tells the CNA, "You all are not taking good care of my father!" Which response best de-escalates the situation while remaining within the CNA's scope of practice?
- "That's not true, we provide excellent care here."
- "I'm sorry you feel that way, but we are very busy."
- "You should file a formal complaint with the administrator."
- "I understand you're concerned. Let me listen, and then I will get the nurse to speak with you." (Correct answer)
Correct answer: "I understand you're concerned. Let me listen, and then I will get the nurse to speak with you."
This response validates the family member's feelings ('I understand you're concerned'), offers to listen, and correctly escalates the situation to the licensed nurse who is responsible for addressing care plan concerns. Being defensive, making excuses, or immediately jumping to a formal complaint are less effective and can escalate the conflict.
Question 4: When documenting care in a resident's chart, which of the following statements is an example of objective information?
- Skin tear noted on left forearm, 3 cm in length. (Correct answer)
- Resident reported feeling dizzy after standing up.
- Resident appeared angry during lunch.
- Resident's family was pleased with the care provided.
Correct answer: Skin tear noted on left forearm, 3 cm in length.
Objective data is factual, measurable, and observable through the senses. A skin tear with a specific measurement is an objective finding. The other options are subjective: a resident's reported feeling (symptom), an interpretation of a resident's mood, and a second-hand report of an opinion.
Question 5: When communicating with a resident who has a significant hearing impairment, which technique is most effective?
- Shouting the words so the resident can hear them better.
- Speaking very quickly and directly into the resident's ear.
- Facing the resident directly and speaking in a clear, lower-pitched voice. (Correct answer)
- Exaggerating mouth movements to an extreme degree when speaking.
Correct answer: Facing the resident directly and speaking in a clear, lower-pitched voice.
Facing the resident allows them to see facial expressions and read lips. Speaking clearly in a lower-pitched voice is often easier for the elderly to hear than high-pitched sounds. Shouting distorts speech, and speaking quickly or exaggerating movements can make communication more difficult.
Question 6: A resident with dementia is pacing and repeatedly saying, "I need to go home now!" Which of the following is the most therapeutic response from the CNA?
- "This is your home. Tell me about the house you grew up in." (Correct answer)
- "You cannot go home. You live in this facility now."
- "Let's get a snack first, and then we can talk about going home."
- "Why do you keep asking to go home? There's no reason to."
Correct answer: "This is your home. Tell me about the house you grew up in."
This response uses validation and redirection. It gently orients the resident without being confrontational ('This is your home') and then redirects their focus to a familiar, positive topic from their past. Arguing, confronting, or questioning the resident's reality can increase agitation and anxiety.
General CNA Practice Communication and Interpersonal Skills Questions and Answers 1
A resident with expressive aphasia becomes frustrated while trying to communicate a need, pointing insistently at the water pitcher on their table.
What is the CNA's most therapeutic response?