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.
UNAR Communication Skills 1
What is active listening?