UNAR Communication Skills 1 — Questions and Answers
Question 1: What is active listening?
- Fully concentrating on, understanding, responding to, and remembering what is being communicated (Correct answer)
- Hearing words passively
- Waiting for your turn to talk
- Nodding without understanding
Correct answer: Fully concentrating on, understanding, responding to, and remembering what is being communicated
Active listening involves genuine attention, understanding, and appropriate response.
Question 2: What are nonverbal communication techniques?
- Eye contact, facial expressions, body language, touch, gestures, and personal space awareness (Correct answer)
- Only spoken words matter
- Nonverbal cues are meaningless
- Only hand gestures count
Correct answer: Eye contact, facial expressions, body language, touch, gestures, and personal space awareness
Nonverbal communication conveys as much or more meaning than words in healthcare interactions.
Question 3: How should a CNA communicate with hearing-impaired residents?
- Face them, speak clearly at normal volume, reduce background noise, and use visual cues (Correct answer)
- Shout louder
- Write everything down
- Ignore communication needs
Correct answer: Face them, speak clearly at normal volume, reduce background noise, and use visual cues
Communication adaptations help hearing-impaired residents receive and understand information.
Question 4: What is the importance of reporting and documentation for CNAs?
- Accurate reporting ensures care continuity, safety, and legal protection (Correct answer)
- Reporting is optional
- Only report at shift end
- Verbal reports are sufficient without documentation
Correct answer: Accurate reporting ensures care continuity, safety, and legal protection
Timely, accurate reporting and documentation protect patients and provide legal evidence of care provided.
Question 5: How should a CNA handle an angry or upset resident?
- Listen actively, acknowledge feelings, remain calm, and report concerns to the nurse (Correct answer)
- Argue back
- Ignore the behavior
- Leave the room immediately
Correct answer: Listen actively, acknowledge feelings, remain calm, and report concerns to the nurse
De-escalation involves empathetic listening, validation of feelings, and calm, professional responses.
Question 6: What is culturally competent care?
- Providing care that respects and accommodates patients' cultural beliefs, practices, and preferences (Correct answer)
- Treating everyone exactly the same regardless of culture
- Only following Western medical practices
- Ignoring cultural differences
Correct answer: Providing care that respects and accommodates patients' cultural beliefs, practices, and preferences
Cultural competence recognizes that health beliefs and care preferences vary across cultures and adapts care accordingly.
