Module 3 (A,B,C,D,E) - Interpersonal Skills

Question 1

Resident’s Rights regarding different languages

Answer 1

-NAs should speak in a language that residents can understand or find an interpreter.
-family members should not be asked to interpret medical info
-NAs should not use a different language when speaking with staff in front of residents.

Question 2

What are some things to keep in mind when making reports about residents?

Answer 2

-Anything that endangers residents should be reported immediately.
-when residents report symptoms, events, or feelings, the NA should have them repeat what they have said.
-NA should ask open-ended questions that need more than a “yes” or “no” answer.

Question 3

When communicating with residents, the NA should do the following:

Answer 3

-always greet the resident by their preferred name.
-identify herself.
-focus on the topic to be discussed.
-face the resident while speaking.
-talk with the resident, not other staff members, while giving care.
-Listen and respond when the resident speaks.
-Use positive language and smile often.
-Encourage the resident to interact with her and others.
-Be courteous.
-tell the resident when she is leaving the room.

Question 4

Guidelines: Telephone Communication

Answer 4

-Always identify your facility’s name, your name, and your position. Be friendly and professional.
-If you need to find the person the caller wishes to speak with, place the caller on hold after asking if it is okay to do so.
-if the caller has to leave a message, write it down and repeat it to make sure you have the correct message. A name, short message, and phone number is enough.
-Thank the person for calling. Say goodbye.