Chapter 4 - Communication and Cultural Diversity Flashcards
Communication
The process of exchanging information with others
Verbal Communication
Involves the use of words, spoken or written
Nonverbal Communication
Communicating without using words
Cultural Diversity
Refers to different groups of people with varied backgrounds and experiences living together in the world
Bias
Prejudice
Culture
A system of learned beliefs and behaviors that are practiced by a group of people
Resident Does Not Hear NA, Does Not Hear Correctly, Or Does Not Understand
The NA should stand directly facing the resident. They should speak slowly and clearly. They should not shout, whisper, or mumble. They should speak in a low voice, using a pleasant tone. If the resident is wearing a hearing aid, the NA needs to check and make sure it’s on.
Resident Is Difficult To Understand
The NA should be patient and take time to listen. They can ask the resident to repeat or explain the message, and the state the message in his own words to make sure they have understood.
NA, Resident, Or Others Use Words That Are Not Understood
An NA should not use medical terminology with resident or their families. They should speak in simple, everyday words and ask what a word means if they are unsure.
NA Uses Slang Or Profanity
The NA should avoid using slang words and expressions. They are unprofessional and may not be understood. They should not use profanity, even if the resident does.
NA Uses Cliches
Cliches are phrases that are used over and over again and do not really mean anything. Instead of using a cliche, the NA should listen to what the resident is really saying and respond with a meaningful message.
NA Responds With “Why?”
The NA should avoid asking “why?” when a resident makes a statement. “Why?” questions make people feel defensive.
NA Gives Advice
The NA should not offer his opinion or give advice. Giving medical advice is not within an NA’s scope of practice. It could be dangerous.
NA Asks Questions That Only require Yes/No Answers
The NA should ask open-ended questions that need more than a “yes” or “no” answer. Yes and no answers end conversations.
Resident Speaks A Different Language
If a resident speaks a different language than the NA does, the NA should speak slowly and clearly. They should keep their messages short and simple.
NA Or Resident Uses Nonverbal Communication
Nonverbal communication can change a message. The NA should be aware of their body language and gestures.
Be A Good Listener
The NA should allow the other person to express their ideas completely
Provide Feedback
Active listening means focusing on the person sending the message and giving feedback
Bring Up Topics Of Concern
If the NA knows of a topic that might concern a resident, they can raise the issue in a general, nonthreatening way
Let Some Pauses Happen
Using silence for a few moments at a time encourages the resident to father her thoughts and compose messages
Tune In To Other Cultures
The NA should learn the words and expressions of a resident’s culture
Accept A Resident’s Religion Or Lack Of Religion
Religious differences also affect communication. The NA should respect resident’s religious beliefs.
Understand The Importance Of Touch
The NA should ask permission before touching residents and should be sensitive to their feelings. Na’s must touch residents in order to do their jobs.
Ask For More
When residents report symptoms, events, or feelings, the NA should have them repeat what they have said and ask them for more information
Make Sure Communication Aids Are Clean An In Proper Working Order
The NA should inform the nurse if hearing aids, eyeglasses, dentures and wrist/hands braces aren’t working or are damaged.
Avoid Changing The Subject When A Resident Is Discussing Something
The NA should not try to avoid the topic. This makes the resident feel that the NA is not interested in them or what they’re talking about
Do Not Ignore A Resident’s Request
Ignoring a resident’s request is considered to be negligence. The NA should honor the request is they can or explain why the request cannot be fulfilled.
Do Not Talk Down To An Elderly Or Disable Resident
An NA should talk to resident and their families as she would talk to any person
Sit Or Stand Near The Resident Who Has Started The Conversation
Sitting or standing near the resident shows that the NA finds what they are saying is important and worth listening to
Lean Forward In The Chair When A Resident Is Speaking
Leaning forward communicates interest. The NA should pay attention to her nonverbal communication
Talk Directly To The Resident
The NA should not talk to other staff members, the residents family members, or anyone else while helping residents
Approach The Resident
Even if the NA is in another area of the room, they should approach the resident. This tells the resident they are interested int them.
Be Empathetic
The NA should try to understand and identify with what the resident is going through
Have Time For Resident’s Family And Friends
The NA should not discuss a resident’s care with friends or family members, but they can listen if they want to talk
