CNA Practice Test – Communication and Interpersonal Skills #2

Active listening can build relationships and solve problems by eliminating judgment and keeping communication open. When using active listening, be relaxed and attentive. Block out distractions. Use non-verbal cues such as eye contact and leaning towards the speaker. Don’t interrupt the speaker. Be open and try to imagine their point of view. Ask thoughtful questions to learn more. The goal is to a common understanding and agreement.

Good communication aims for mutual understanding. If a client complains or seems angry, often there is another emotion present. The client may actually be sad, disappointed, or feeling abandoned. Spending a few minutes listening can lead to understanding of their true feelings. Reflect back what you are hearing and ask gentle questions. The client may be relieved and ready to talk about solutions.

Being non-verbal does not mean that a resident is unable to communicate. The resident may be intelligent and able to understand what others say. Often the resident has the ability to communicate through gestures or facial expressions. Picture or word boards can be useful. Asking questions with yes-or-no answers, such as “Are you in pain?” allow the resident to respond. The resident’s family can provide methods to increase understanding.

The nurse aide is always able to offer support to the client and their family. The role of the nurse aide does not include providing medical recommendations. Listen to concerns and tell them you will report to the nurse. Never offer medical advice on your own or discuss other clients, even if asked.

At some point in time, every health care professional becomes frustrated over a challenging client or situation.. Do not dismiss your feelings. It is important to find a safe outlet for expressing your concerns. Remember the laws about client confidentiality and avoid comments with co-workers and friends. Supervisors are experienced and can offer perspectives and suggestions. Remember that working with clients can be challenging, but also rewarding.

Many facilities have clients that do not speak or understand English. Laws are in place to protect client rights. Check the policies of your facility to determine what the procedures are for assisting speakers of other languages. Simple adaptations include using picture boards and gestures. Find out if interpreters are available.

When speaking to clients who are deaf, remember several things. First, make sure that there is adequate lighting. Second, stand directly in front the client and maintain eye contact. Next, talk a little slower, so the client can adjust to your speaking style. Add gestures. If the client seems confused, write or draw pictures.

Negative body language can be powerful and actually cancel the meaning of your words. Putting hands on hips, crossing arms, or making a “steeple” with your fingers, all represent a physical barrier between you and others. Remember that over half of all communication happens without words. Use gestures to offer support, not to push others away.

Non-verbal communication can help the nurse aide understand a resident’s condition. Facial expressions, such as grimacing, frowning, or tight lips can indicate pain. Moaning or becoming completely silent are signs of discomfort. Rubbing or holding a part of the body are involuntary actions that tell where the resident hurts. When a resident’s words do not match their actions, look for non-verbal cues that can help determine how to assist the resident.

When communicating with a client who has a visual impairment, speak in a natural tone and volume. Loss of vision does not mean loss of hearing. Always identify yourself when entering the room; don’t assume the client recognizes your voice. If others are present, introduce them. Turn off the television and minimize distractions. Use normal language; there is no need to avoid words like “see” or “look.” Speak directly to the client. Be sure to let them know when you are leaving the room.

The first thing to do when working with a deaf client is to find out how the client prefers to communicate. This will lower the client’s anxiety. Begin by writing to introduce yourself and to ask questions. Always maintain eye contact so the client knows you are communicating with them. If they prefer to lip read, speak normally. Smiling interferes with natural speaking. Adding gestures is acceptable and can increase their understanding.

Research has shown that 58% of all communication is non-verbal. It includes tone and pitch of voice, eye contact, facial expressions, body position, gestures, and touch. Think of all the ways that simple words like “yes” or “really” can be said to realize how powerful non-verbal communication can be.