UNAR Communication Skills 2 — Questions and Answers
Question 1: A resident turns away and crosses their arms while you are speaking. This is an example of what type of communication?
- Verbal communication
- Non-verbal communication (Correct answer)
- Written communication
- Passive communication
Correct answer: Non-verbal communication
Non-verbal communication includes body language such as posture, facial expressions, and gestures.
Question 2: Which technique best demonstrates active listening when a resident is speaking?
- Finishing the resident's sentences to save time
- Maintaining eye contact and nodding appropriately (Correct answer)
- Looking at your watch to manage your schedule
- Preparing your response while they talk
Correct answer: Maintaining eye contact and nodding appropriately
Active listening involves giving full attention, maintaining eye contact, and using appropriate responses to show you are engaged.
Question 3: A barrier to effective communication with an elderly resident is most likely to be:
- Using short sentences
- Hearing loss or sensory impairment (Correct answer)
- Speaking face-to-face
- Using the resident's preferred name
Correct answer: Hearing loss or sensory impairment
Sensory impairments such as hearing loss are common barriers to communication with elderly residents.
Question 4: When communicating with a resident who has difficulty hearing, a nursing assistant should:
- Shout loudly so the resident can hear
- Speak clearly while facing the resident at eye level (Correct answer)
- Write notes on paper exclusively
- Avoid talking to the resident to prevent frustration
Correct answer: Speak clearly while facing the resident at eye level
Speaking clearly while facing the resident allows them to use lip-reading and other visual cues to aid understanding.
Question 5: A nursing assistant should use 'I' statements when communicating conflict because they:
- Place blame on the other party
- Express feelings without accusing others (Correct answer)
- Are required by facility policy
- Make the conversation end faster
Correct answer: Express feelings without accusing others
'I' statements focus on expressing personal feelings and experiences rather than blaming, which reduces defensiveness.
Question 6: Reflecting is a communication technique that involves:
- Ignoring what the resident has said
- Repeating or paraphrasing what the resident said to confirm understanding (Correct answer)
- Changing the topic to something more positive
- Offering personal opinions about the resident's situation
Correct answer: Repeating or paraphrasing what the resident said to confirm understanding
Reflecting involves mirroring the resident's words or feelings to confirm understanding and show you are listening.
Question 7: Which of the following is an example of closed-ended questioning?
- 'How are you feeling today?'
- 'Tell me more about your pain.'
- 'Did your pain get worse after lunch?' (Correct answer)
- 'What concerns do you have about your care?'
Correct answer: 'Did your pain get worse after lunch?'
Closed-ended questions require a yes/no or short specific answer, unlike open-ended questions that invite elaboration.
UNAR Communication Skills 2
A resident turns away and crosses their arms while you are speaking.
This is an example of what type of communication?