Chapter 1: Establishing trust through communication. Flashcards
- Which of the following is an example of a mixed message?
(A) Mr. Carter smiles happily and tells his NA he is excited because his daughter is coming to visit.
(B) Mrs. Sanchez looks like she is in pain. When the NA asks her about it, Mrs. Sanchez tells her that her back has been bothering her.
(C) Ms. Jones agrees with the NA when she says it is a nice day, but she looks angry.
(D) Mr. Lee will not watch his favorite TV show. He says he is a little depressed
(C) Ms. Jones agrees with the NA when she says it is a nice day, but she looks angry.
- Which of the following scenarios is an example of how an NA/HHA can best promote trust with residents /clients? (A) Mrs. F likes to be called by her maiden name, but the aide who cares for her calls her “Sweetie” or “Dearie’ because she cannot remember her last name.
(B) Ms. K wants to wear her favorite sweater today, but it is being laundered. The aide explains why she cannot wear the sweater and suggests several other sweaters that Ms. K likes to wear.
(C) Mr. C just had a terrible argument with his daughter while an aide was present. The aide talks about the argument to a friend.
(D) Mr. D has arthritis and it takes him a long time to button his shirt while he is getting dressed after his bath. The aide says she will do it for him since she does not have all day to wait for him to finish.
(B) Ms. K wants to wear her favorite sweater today, but it is being laundered. The aide explains why she cannot wear the sweater and suggests several other sweaters that Ms. K likes to wear.
- Which of the following statements is true of touch ?
(A) All people like to be touched.
(B) NAs/HHAs do not need to touch people for whom they care.
(C) NAs/HHAs can softly pat residents’/clients’ shoulders to communicate caring.
(D) All residents/clients will feel more comfortable when there is little physical contact.
(C) NAs/HHAs can softly pat residents’/clients’ shoulders to communicate caring.
- The best thing to do if an NA/HHA is not certain how a resident or client will react to touch is to
(A) Ask the person’s permission to touch him or her
(B) Touch the person as often as possible to accustom him or her to touch
(C) Not touch the person at all
(D) Tell the person that he is just going to have to get used to being touched during care
(A) Ask the person’s permission to touch him or her
Which of the following reflects a positive attitude towards the elderly? (A) The elderly tell the same stories over and over again; they never have anything new to say.
(B) Most elderly persons are stubborn and grumpy because they do not like being old.
(C) It is hard to be patient with someone who is too old to take care of him- or herself.
(D) Most elderly people have had interesting lives, and I can learn a lot from their experiences
(D) Most elderly people have had interesting lives, and I can learn a lot from their experiences
- An example of active listening is (A) NA/HHA looking around the room while the person is speaking
(B) NA/HHA finishing the person’s sentences to make communication faster D
(C) NA/HHA focusing on the person and providing feedback
(D) NA/HHA talking constantly so that there are no pauses in the conversation
(C) NA/HHA focusing on the person and providing feedback
- If a person has a hearing impairment, the NA/HHA should
(A) Face away from the person when speaking S Face the person with the light on the NA’s/HHA’s face
(C) Shout SO that the person can hear the NA/HHA
(D) Exaggerate the words so that the person can read the NA’s/ HHA’s lips
(B) Face the person with the light on the NA’s/HHA’s face
- One way that an NA/HHA can help a person who is visually impaired is to
(A) Move the furniture to make it easier for the person to get around
(B) Keep the lights very low
(C) Use the face of an imaginary clock to explain the position of objects
(D) Walk behind the person, lightly pushing him forward
(C) Use the face of an imaginary clock to explain the position of objects
- What is the best way an NA/HHA can respond to a combative resident/client? (A) The NA/HHA should tell the person that he will no longer get help with care if he does not stop what he is doing.
(B) The NA/HHA should let the person know that his behavior may result in legal action
(C) The NA/HHA should remain calm and lower the tone of her voice.
(D) The NA/HHA should stand as close as possible to the person.
(C) The NA/HHA should remain calm and lower the tone of her voice.
- Why is it important for an NA/HHA not to overreact when a person behaves inappropriately?
(A) It may actually reinforce the behavior. (B) Other residents/clients may then copy the behavior
(C) The supervisor will be angry with the NA/HHA.
(D) The NA/HHA might surprise the person.
(A) It may actually reinforce the behavior.
- Which of the following is true?
(A) An NA/HHA’s words are the most important part of her communication.
(B) An NA/HHA’s nonverbal communication is just as important as the words she speaks
(C) Nonverbal communication is generally not something people pay any attention to.
(D) A person’s spoken words always match her nonverbal communication
(B) An NA/HHA’s nonverbal communication is just as important as the words she speaks
- What should an NA/HHA do if a resident’s/client’s words and behavior send two different messages?
(A) She should assume that what the resident or client says is what he means. (B) She should carefully consider which message is more convincing and assume that one is the true message.
(C) She should tell the resident/client that he is sending mixed messages and that he should stop confusing her.
(D) She should carefully clarify the message, stating how what she observes does not match what she hears.
(D) She should carefully clarify the message, stating how what she observes does not match what she hears.
- Why might an NA’s/HHA’s personal appearance be important in establishing trust with a resident or client?
(A) Because elderly people are very judgmental and critical about appearance
(B) Because residents or clients might complain to a supervisor if they do not like a caregiver’s appearance
(C) Because elderly people are suspicious of young people’s taste and sense of fashion
(D) Because a caregiver who looks neat and well-groomed sends the message that she is professional and capable
(D) Because a caregiver who looks neat and well-groomed sends the message that she is professional and capable
- Which of these statements about an NA’s/HHA’s attitude is true?
(A) A positive attitude conveys professionalism and can build trust with residents/clients.
(B) A positive attitude is pleasant but not particularly important
(C) What matters is that tasks are completed and documented correctly, attitude is not part of the job
(D) A resident/client with a negative attitude will prefer a caregiver with a negative attitude.
(A) A positive attitude conveys professionalism and can build trust with residents/clients.
- Touch is a type of communication, and it is important because
(A) NAs/HHAs must remember that residents/clients will probably find touch threatening or harassing
(B) It can be used by NAs/HHAs to send positive messages of caring and warmth (C) NAs/HHAs are forbidden to touch residents/clients except when providing assistance with activities of daily living
(D) It is best to limit physical contact with all residents/clients as much as possible
(B) It can be used by NAs/HHAs to send positive messages of caring and warmth
