Communication & Stakeholder Relations Flashcards

A resident tells you something in confidence but it involves a safety concern. What is the CNA's most appropriate action?

Answer: Report the safety concern to the nurse immediately

Safety concerns must be reported to the nurse regardless of confidentiality requests, as resident well-being takes priority.

When communicating with a resident who has hearing loss, which technique is most effective?

Answer: Face the resident and speak clearly at a moderate pace

Facing the resident and speaking clearly at a moderate pace allows them to use visual cues and read lips naturally.

A family member asks the CNA for details about another resident's condition. The CNA should:

Answer: Politely decline and redirect them to the nurse

HIPAA prohibits sharing any resident information with unauthorized individuals; the CNA must redirect to the charge nurse.

Which of the following is an example of open-ended communication?

Answer: 'Tell me how you are feeling today.'

Open-ended questions invite detailed responses rather than simple yes/no answers, encouraging residents to express themselves fully.

A CNA notices a colleague speaking harshly to a resident. The best first action is to:

Answer: Intervene calmly to redirect the interaction, then report to the nurse

The CNA should calmly intervene to protect the resident and then report the observed abuse to the nurse per facility policy.

Which nonverbal behavior best demonstrates active listening during a conversation with a resident?

Answer: Maintaining comfortable eye contact and leaning slightly forward

Maintaining comfortable eye contact and leaning slightly forward signals genuine attention and engagement to the resident.

When documenting a resident's complaint, the CNA should use:

Answer: The resident's own words in quotation marks

Using the resident's exact words in quotes ensures accurate documentation and avoids misrepresentation of their concerns.