3. Communication Skills Flashcards Preview

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Flashcards in 3. Communication Skills Deck (33)
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1
Q

What are the 3 basic steps of communication?

A
  1. sender sends a message
  2. receiver receives the message
  3. receiver provides feedback to the sender (becomes the sender)
2
Q

What are 2 forms of verbal communication?

A

speaking and writing; also includes the way in which words are spoken or written (tone)

3
Q

What are 2 forms of nonverbal communication?

A

body language and touch

4
Q

What is involved in active listening (4)?

A
  • maintain eye contact
  • use phrases to encourage them to keep speaking and to clarify
  • repeat the resident’s message to show you have been listening
  • includes nonverbal communication such as nodding and smiling
5
Q

What should the CNA do if the resident doesn’t hear them, doesn’t hear them correctly, or does not understand?

A

CNA should stand directly facing the resident, speak slowly and clearly in a low voice, using a pleasant and professional tone

6
Q

Reflecting vs rephrasing

A
  • Reflecting: restating resident’s words

- Rephrasing: repeat resident’s words in your own words

7
Q

T/F - You should avoid asking “Why?” questions b/c they make people feel defensive [STAR]

A

True

8
Q

How can you communicate with someone who speaks a different language?

A
  • speak slowly and clearly
  • keep messages short and simple
  • be alert for words they understand
  • use pictures/gestures to communicate
  • ask the resident’s family, friends, or other staff members who speak the language (interpreter)
9
Q

What is a culture?

A

set of learned beliefs, values, and behaviors shared by a social or ethnic group

10
Q

Name 3 types of acceptable touch [STAR]

A
  • giving resident respectful personal care
  • hugging if the resident permits or asks for it
  • holding resident’s hand when asked
11
Q

When does the most important communication with the resident occur?

A

each time the CNA greets the resident

12
Q

What should you do if you receive a phone call from anyone asking about a resident? [STAR]

A

refers all their questions to a supervisor and don’t release any PHI

13
Q

What are 2 ways to write midnight in military time?

A

0000 or 2400

14
Q

What is the CNA’s responsibility with the resident’s chart?

A

gather information/observe the resident and report it to the nurse

15
Q

T/F - when charting, you should document both the facts and your opinions.

A

False - facts only

16
Q

et al.

A

and other things

17
Q

i.e.

A

that is

18
Q

e.g.

A

for example

19
Q

What is the Minimum Data Set (MDS)? [STAR]

A

detailed form with guidelines for assessing residents

20
Q

What is a care plan?

A

plan developed by the nurse that outlines steps and tasks that the care team must perform to help the resident achieve their goals of care

21
Q

How is objective information collected? [STAR]

A

based on 4 of 5 senses: sight, hearing, smell, and touch

22
Q

What is subjective information?

A

info collected from something the resident or their families reported (may or may not be true)

23
Q

What is orientation? [STAR]

A

a person’s awareness of person, place, and time

24
Q

5 vital signs

A
  • temperature
  • pulse (bpm)
  • respiration rate (RR)
  • blood pressure (BP)
  • pain level
25
Q

5 steps of the nursing process [STAR]

A
  • assessment - identify actual/potential problems
  • diagnosis - identify health problems after looking at all resident’s needs
  • planning - creating care plan
  • implementation - care plan in action; giving care
  • evaluation - examining to see if goals were met or progress was achieved
26
Q

What is a care conference?

A

meeting to share and gather info about a resident in order to develop a care plan

27
Q

What is an incident?

A

an accident, problem, or unexpected event during the course of care

28
Q

T/F - a CNA must always complete an incident report if she is injured in any way, no matter how slightly, while on the job

A

True

29
Q

What is a sentinel event? [STAR]

A

unexpected occurrence that results in serious physical or psychological injury or death

30
Q

What things are part of telephone communication? [STAR]

A
  • greet the caller
  • identify your facility
  • identify yourself
  • listen closely and write down messages
  • say thank you and goodbye
31
Q

T/F - you should only respond to the call lights of residents assigned to you

A

False - do not ignore any call lights

32
Q

Information found on an assignment sheet (12 possible)

A
  • resident’s name & room #
  • medical dx
  • code status
  • activity level/transfer status
  • ROM exercises
  • bathing info
  • diet orders
  • fluid orders
  • bowel & bladder info
  • how often to measure vital signs
  • Tx to perform
  • special tests & other procedures to be performed
33
Q

When does an MDS need to be completed? [STAR]

A
  • within 14 days of admission and again each year

- new MDS is done when there is any significant change in a resident’s condition