HCA Communication Skills & Emotional Support 2

Question 1

A resident with dementia becomes agitated and says she wants to go home. What is the most therapeutic response for an HCA?

Accepted Answer

Tell her she is already home and redirect her to an activity she enjoys

Answer

Remind her repeatedly that this is now her permanent home

Answer

Ignore the comment and continue with your tasks

Answer

Lock the exit doors and explain that leaving is not allowed

Question 2

Which of the following is an example of active listening during personal care?

Accepted Answer

Maintaining eye contact and nodding while the resident speaks

Answer

Completing the task quickly and asking questions at the end

Answer

Turning away to gather supplies while the resident talks

Answer

Telling the resident you will listen later when you are less busy

Question 3

A resident is crying and says she feels lonely since her family stopped visiting. How should the HCA respond first?

Accepted Answer

Sit beside her, offer a gentle touch if appropriate, and allow her to express her feelings

Answer

Reassure her immediately that everything will be fine

Answer

Tell her family members are busy and she should understand

Answer

Suggest she watch television to cheer herself up

Question 4

When communicating with a resident who has hearing loss, which approach is most effective?

Accepted Answer

Face the resident directly, speak clearly and at a slightly slower pace

Answer

Speak loudly and quickly to ensure the message is heard

Answer

Write everything down instead of speaking

Answer

Use gestures only and avoid verbal communication

Question 5

A family member expresses frustration about their relative's care and raises their voice at you. What is the most appropriate HCA response?

Accepted Answer

Remain calm, listen without interrupting, and offer to involve your supervisor

Answer

Raise your voice in return to assert your professionalism

Answer

Walk away and document the incident without speaking to them

Answer

Tell them their behaviour is unacceptable and end the conversation

Question 6

Which statement about non-verbal communication is correct for HCA practice?

Accepted Answer

Non-verbal cues such as facial expression and posture can reinforce or contradict spoken words

Answer

Non-verbal communication is less important than verbal communication in care settings

Answer

HCAs should maintain a neutral facial expression at all times to appear professional

Answer

Touching a resident is always an inappropriate form of non-verbal communication