3. Communication Skills

Question 1

What are the 3 basic steps of communication?

Answer 1

1. sender sends a message
2. receiver receives the message
3. receiver provides feedback to the sender (becomes the sender)

Question 2

What are 2 forms of verbal communication?

Answer 2

speaking and writing; also includes the way in which words are spoken or written (tone)

Question 3

What are 2 forms of nonverbal communication?

Answer 3

body language and touch

Question 4

What is involved in active listening (4)?

Answer 4

• maintain eye contact
• use phrases to encourage them to keep speaking and to clarify
• repeat the resident’s message to show you have been listening
• includes nonverbal communication such as nodding and smiling

Question 5

What should the CNA do if the resident doesn’t hear them, doesn’t hear them correctly, or does not understand?

Answer 5

CNA should stand directly facing the resident, speak slowly and clearly in a low voice, using a pleasant and professional tone

Question 6

Reflecting vs rephrasing

Answer 6

• Reflecting: restating resident’s words

- Rephrasing: repeat resident’s words in your own words

Question 7

T/F - You should avoid asking “Why?” questions b/c they make people feel defensive [STAR]

Answer 7

True

Question 8

How can you communicate with someone who speaks a different language?

Answer 8

• speak slowly and clearly
• keep messages short and simple
• be alert for words they understand
• use pictures/gestures to communicate
• ask the resident’s family, friends, or other staff members who speak the language (interpreter)

Question 9

What is a culture?

Answer 9

set of learned beliefs, values, and behaviors shared by a social or ethnic group

Question 10

Name 3 types of acceptable touch [STAR]

Answer 10

• giving resident respectful personal care
• hugging if the resident permits or asks for it
• holding resident’s hand when asked

Question 11

When does the most important communication with the resident occur?

Answer 11

each time the CNA greets the resident

Question 12

What should you do if you receive a phone call from anyone asking about a resident? [STAR]

Answer 12

refers all their questions to a supervisor and don’t release any PHI

Question 13

What are 2 ways to write midnight in military time?

Answer 13

0000 or 2400

Question 14

What is the CNA’s responsibility with the resident’s chart?

Answer 14

gather information/observe the resident and report it to the nurse

Question 15

T/F - when charting, you should document both the facts and your opinions.

Answer 15

False - facts only

Question 16

et al.

Answer 16

and other things

Question 17

i.e.

Answer 17

that is

Question 18

e.g.

Answer 18

for example

Question 19

What is the Minimum Data Set (MDS)? [STAR]

Answer 19

detailed form with guidelines for assessing residents

Question 20

What is a care plan?

Answer 20

plan developed by the nurse that outlines steps and tasks that the care team must perform to help the resident achieve their goals of care

Question 21

How is objective information collected? [STAR]

Answer 21

based on 4 of 5 senses: sight, hearing, smell, and touch

Question 22

What is subjective information?

Answer 22

info collected from something the resident or their families reported (may or may not be true)

Question 23

What is orientation? [STAR]

Answer 23

a person’s awareness of person, place, and time

Question 24

5 vital signs

Answer 24

• temperature
• pulse (bpm)
• respiration rate (RR)
• blood pressure (BP)
• pain level

Question 25

5 steps of the nursing process [STAR]

Answer 25

• assessment - identify actual/potential problems
• diagnosis - identify health problems after looking at all resident’s needs
• planning - creating care plan
• implementation - care plan in action; giving care
• evaluation - examining to see if goals were met or progress was achieved

Question 26

What is a care conference?

Answer 26

meeting to share and gather info about a resident in order to develop a care plan

Question 27

What is an incident?

Answer 27

an accident, problem, or unexpected event during the course of care

Question 28

T/F - a CNA must always complete an incident report if she is injured in any way, no matter how slightly, while on the job

Answer 28

True

Question 29

What is a sentinel event? [STAR]

Answer 29

unexpected occurrence that results in serious physical or psychological injury or death

Question 30

What things are part of telephone communication? [STAR]

Answer 30

• greet the caller
• identify your facility
• identify yourself
• listen closely and write down messages
• say thank you and goodbye

Question 31

T/F - you should only respond to the call lights of residents assigned to you

Answer 31

False - do not ignore any call lights

Question 32

Information found on an assignment sheet (12 possible)

Answer 32

• resident’s name & room #
• medical dx
• code status
• activity level/transfer status
• ROM exercises
• bathing info
• diet orders
• fluid orders
• bowel & bladder info
• how often to measure vital signs
• Tx to perform
• special tests & other procedures to be performed

Question 33

When does an MDS need to be completed? [STAR]

Answer 33

• within 14 days of admission and again each year

- new MDS is done when there is any significant change in a resident’s condition