Module D

Question 1

What are six tools to enhance verbal communication?

Answer 1

*use written or spoken words, pictures or symbols
*speak plainly
*actively listen
*use silence
*paraphrase, clarify and focus
*ask direct, open-ended questions

Question 2

What are six communication barriers?

Answer 2

*language
*inappropriate words, cliches or slang
*talking too fast
*giving advice or personal opinions
*ignoring or belittling resident

Question 3

What are 7 more communication barriers?

Answer 3

*use of non-verbal body language when verbal is called for
*prejudices and attitudes
*different life experiences
*age
*cultural differences
*noise or lack of privacy
*mental or physical impairments

Question 4

What are 7 facets of culture?

Answer 4

language, values, beliefs, habits, likes, dislikes, customs

Question 5

What is the CNA’s role in communication?

Answer 5

*no personal opinions or disapproval
*develop patience
*eliminate distractions
*use supportive silence
*accept residents as individuals
*respect cultural and religious beliefs
*demonstrate respect
*communicate in non-threatening therapeutic manner

Question 6

What are 5 special approaches to cultural communication?

Answer 6

*use caring tone and body language
*speak slowly and distinctly, but not loudly
*keep messages simple
*repeat as needed in different ways
*focus on single idea or experience
*avoid medical terms
*allow silence
*pay attention to details
*use words appropriate to resident
*use translator as needed