General CNA Practice CNA Practice Communication and Interpersonal Skills 2 — Questions and Answers
Question 1: A patient is speaking but looks away and crosses their arms. What should the CNA recognize about this situation?
- The patient is being rude and should be corrected
- Non-verbal cues may indicate discomfort or reluctance (Correct answer)
- The patient cannot hear the CNA properly
- The patient is ready to end the conversation
Correct answer: Non-verbal cues may indicate discomfort or reluctance
Non-verbal cues such as crossed arms and averted gaze can signal discomfort, anxiety, or unwillingness to engage, which the CNA should acknowledge sensitively.
Question 2: Which technique best demonstrates active listening when a patient is describing pain?
- Interrupt to suggest pain relief options immediately
- Nod, maintain eye contact, and reflect back what the patient said (Correct answer)
- Write notes without looking up from the clipboard
- Tell the patient others have worse pain
Correct answer: Nod, maintain eye contact, and reflect back what the patient said
Active listening involves maintaining eye contact, using affirmative gestures, and paraphrasing to show the patient they are heard and understood.
Question 3: A CNA uses medical jargon when explaining a procedure to a patient who is not a healthcare professional. What is the likely result?
- The patient will feel respected and informed
- The patient may feel confused and anxious (Correct answer)
- The patient will ask for more details
- The patient will trust the CNA more
Correct answer: The patient may feel confused and anxious
Using complex medical terminology with patients who lack clinical training can create confusion, increase anxiety, and hinder effective communication.
Question 4: When communicating by phone with a family member about a patient, the CNA should FIRST:
- Provide a full medical update immediately
- Verify the caller's identity and confirm the patient has given consent to share information (Correct answer)
- Transfer the call to the nursing station without speaking
- Decline to answer any questions
Correct answer: Verify the caller's identity and confirm the patient has given consent to share information
Before sharing any patient information, the CNA must verify the caller's identity and confirm the patient has authorized release of that information to protect privacy (HIPAA).
Question 5: A patient expresses fear about an upcoming procedure. The most therapeutic response by the CNA is:
- "Don't worry, everything will be fine."
- "I understand you're feeling scared. Can you tell me more about what worries you?" (Correct answer)
- "The doctor knows best, so there's nothing to fear."
- "Other patients go through this every day without problems."
Correct answer: "I understand you're feeling scared. Can you tell me more about what worries you?"
Acknowledging the patient's feelings and inviting them to elaborate is a therapeutic communication technique that validates emotions and promotes trust.
Question 6: Which of the following is an example of an open-ended question?
- "Did you sleep well last night?"
- "Is your pain a 7 out of 10?"
- "Can you describe how you are feeling today?" (Correct answer)
- "Are you ready for breakfast?"
Correct answer: "Can you describe how you are feeling today?"
Open-ended questions invite detailed responses and allow patients to express themselves fully, unlike yes/no questions which limit communication.
Question 7: A CNA notices a resident crying quietly in their room. The best initial action is to:
- Leave immediately to give the resident privacy
- Say "I see you seem upset. I'm here if you'd like to talk." and sit nearby (Correct answer)
- Tell the resident to cheer up
- Report the crying to the charge nurse without speaking to the resident
Correct answer: Say "I see you seem upset. I'm here if you'd like to talk." and sit nearby
Acknowledging the resident's emotional state and offering a compassionate, non-intrusive presence is the most therapeutic first response.
General CNA Practice CNA Practice Communication and Interpersonal Skills 2
A patient is speaking but looks away and crosses their arms.
What should the CNA recognize about this situation?