Chapter 4
Proper telephone communication at work
"Good morning, Linda Manor Care Facility, Susan Jones speaking\
example of objective information
"There are raised, red marks the size of pinpricks on Mrs. Johnson's torso."
which of following occurrences is considered an incident and requires a report to be completed
A resident accuses an NA of abusing her
NA not to overreact when a resident behaves inappropriately
Actually reinforce the behavior
hearing impairment the NA should
Face the resident with the light on the NA's face
documentation
Immediately after given care
Nonverbal communication
Pointing to a cookie
best way for an NA to respond with a combative resident
The NA should remain calm and lower the tone of voice
Proper way for an NA to respond if a resident does not hear her or does not understand her?
The NA should speak slowly and clearly
One way a resident who is visually impaired is to
Use the face of an imaginary clock to explain the position of objects
Which of the following should an NA report
Chest pain, high fever
Shows the correct conversion of 2:35pm to military time
1435 hours
Shows the correct time for 0530 to regular time
5:30am
NA to consider a resident's cultural background when communicating with him
Because cultural background helps determine how people communicate and can help the NA communicate better with the resident.
Why must an NA be concerned about privacy if documentation is done on a computer
Because the information is confidential, and somebody who is not part of the care team might see the screen
careful charting is important
It is the only way to guarantee clear and complete communication among the care team
Example of a fact
Mrs. Silva needed help to get to the bath room today
example of active listening
NA focusing on the resident and providing feedback
NAs to avoid barriers to communication
NA should ask open ended questions that require more than yes or no responses
NA do to help communicate with a resident who has had a stroke
NA should use smiles or gestures to convey infomation
Which of the following is an example of barrier to communication?
NA uses medical terminology with the resident
A NA may ignore a resident's call light when
NEVER
With whom should NA use medical terms and abbrevations
Nurses
Example true of touch
Nursing Assistants can softly pat residents shoulders to communicate caring.
Correct order for the three step communication process
Sender send messages. Receiver receives message. Receiver provides feedback.
part of the word that is added to the end of a root to form a new word
Suffix
Senses is not used in making observations
Taste
positive responses to cultural diversity include
Valuing and respecting each person as an individual
Types of verbal communication
Writing