3. Communication Skills Flashcards
What are the 3 basic steps of communication?
- sender sends a message
- receiver receives the message
- receiver provides feedback to the sender (becomes the sender)
What are 2 forms of verbal communication?
speaking and writing; also includes the way in which words are spoken or written (tone)
What are 2 forms of nonverbal communication?
body language and touch
What is involved in active listening (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
What should the CNA do if the resident doesn’t hear them, doesn’t hear them correctly, or does not understand?
CNA should stand directly facing the resident, speak slowly and clearly in a low voice, using a pleasant and professional tone
Reflecting vs rephrasing
- Reflecting: restating resident’s words
- Rephrasing: repeat resident’s words in your own words
T/F - You should avoid asking “Why?” questions b/c they make people feel defensive [STAR]
True
How can you communicate with someone who speaks a different language?
- 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)
What is a culture?
set of learned beliefs, values, and behaviors shared by a social or ethnic group
Name 3 types of acceptable touch [STAR]
- giving resident respectful personal care
- hugging if the resident permits or asks for it
- holding resident’s hand when asked
When does the most important communication with the resident occur?
each time the CNA greets the resident
What should you do if you receive a phone call from anyone asking about a resident? [STAR]
refers all their questions to a supervisor and don’t release any PHI
What are 2 ways to write midnight in military time?
0000 or 2400
What is the CNA’s responsibility with the resident’s chart?
gather information/observe the resident and report it to the nurse
T/F - when charting, you should document both the facts and your opinions.
False - facts only
et al.
and other things
i.e.
that is
e.g.
for example
What is the Minimum Data Set (MDS)? [STAR]
detailed form with guidelines for assessing residents
What is a care plan?
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
How is objective information collected? [STAR]
based on 4 of 5 senses: sight, hearing, smell, and touch
What is subjective information?
info collected from something the resident or their families reported (may or may not be true)
What is orientation? [STAR]
a person’s awareness of person, place, and time
5 vital signs
- temperature
- pulse (bpm)
- respiration rate (RR)
- blood pressure (BP)
- pain level
