CNA CHAPTER 7

verbal communication

communication that uses written or spoken words

Which needs are the most important for survival?A. Self-esteemB. Safety and securityC. PhysicalD. Love and belonging

physical

need

something necessary or desired for maintaining life and mental well-being

Religion

spiritual beliefs, needs, and practices

Religion relates to

spiritual beliefs, needs, and practices

culture

the characteristics of a group of people passed from one generation to the next

_____ communication involves the spoken word

verbal

Body language sends messages through

A. Facial expressionB. GesturesC. PostureD. Hand and body movementsE. GaitF. Eye contactG. Appearance

Which action shows respect for the whole person?A. Addressing the person using his or her titleB. Addressing the person using his or her first nameC. Calling an older person Grandma or GrandpaD. Calling a person Honey or Sweetheart

Addressing the person using his or her title

The meaning of touch depends on _____________, _______________, ________________, and ______________.

Age; gender (male or female); experiences; culture

You ask a person: "How do you feel about being here?" Which communication method have you used?A. A direct questionB. ClarifyingC. SilenceD. An open-ended question

An open-ended question

A patient for whom you are caring is comatose. When giving care do the following exceptA. Explain care measures step-by-step as you do themB. Tell the person when you are finishing careC. Avoid touching the person when possibleD. Tell the person when you are leaving the room

Avoid touching the person when possible

A person's culture influences health:

Beliefs and practices.

Which means being unable to respond to verbal stimuli?A. ComatoseB. DisabilityC. NonverbalD. Holism

Comatose

Which communication method focuses on certain information?A. ListeningB. Open-ended questionsC. ClarifyingD. Direct questions

Direct questions

You are giving a patient a complete bed bath. She complains about how you are giving the bath. She also tells you that her breakfast was terrible. She tells you: "Nobody knows what they are doing and nobody cares about me." Which action is not helpful?A. Explaining that you are giving her a bath in the right way and you do know what you are doingB. Listening and using silence; letting her express her feelingsC. Staying calm and professionalD. Discussing the situation with the nurse

Explaining that you are giving her a bath in the right way and you do know what you are doing

Inappropriate sexual behavior is always on purpose.A. TrueB. False

False

You give visitors support by answering their questions about the person's condition.A. TrueB. False

False

You must never control your body language.A. TrueB. False

False

A person for whom you are caring cannot speak or read. How should you communicate with the person?A. Use gesturesB. Use nods and blinksC. Follow the care planD. Use touch

Follow the care plan

You may use touch to communicate. Touch should be ___________, not ____________, _________ not _________.

Gentle; hurried; rough; sexual

Failure to listen is a communication barrier because

It shows lack of interest and caring. You miss complaints or symptoms that you must report to the nurse.

Giving opinions is a communication barrier. Opinions involve

Judging values, behavior, or feelings

A person with aggressive behaviorA. Is critical of othersB. May swear, bite, hit, pinch, scratch, or kickC. Has little or no contact with othersD. Has dementia

May swear, bite, hit, pinch, scratch, or kick

List the basic needs for life as described by Abraham Maslow. (From the lowest level to the highest level).

Physical Safety and security Love and belonging Self-esteem Self actualization

The whole person has:

Physical, psychological, social, and spiritual parts.

A patient has visitors. You need to give care. What should you do?

Protect the person's right to privacy. Do not expose the person's body in front of visitors. Politely ask them to leave the room. Show them where to wait. Promptly tell visitors when they can return. (If the person consents, you may allow a visitor to stay.

You observe that a patient's visitor is upsetting him. Which action is correct?A. Ask the visitor to leaveB. Report your observation to the nurseC. Ask the person if you can helpD. Do nothing. It is none of your business

Report your observation to the nurse

Which is ethical behavior?A. Insulting a person's health care beliefsB. Arguing with a person about religious beliefsC. Trying to force your views on another personD. Respecting a person's cultural practices

Respecting a person's cultural practices

Which needs relate to feelings safe from harm, danger, and fear?A. PhysicalB. Safety and securityC. Love and belongingD. Self-esteem

Safety and security

Which is correct, when using verbal communication?A. Look away from the personB. Speak clearly, slowly, and distinctlyC. Use slang or vulgar wordsD. Shout to be heard

Speak clearly, slowly, and distinctly

When communicating with foreign-speaking persons, which is not helpful?A. Speaking loudlyB. Speaking distinctlyC. Keeping messages short and simpleD. Using gestures and pictures

Speaking loudly

How might illness and disability affect communication?

Speech, hearing, vision, cognitive function, and body movements are often affected.

Which action will not promote effective communication?A. Respecting the person's religion and cultureB. Giving the person time to process informationC. Telling the person that you are repeating informationD. Asking questions to see if the person understood you

Telling the person that you are repeating information

Where will you find information about the person's cultural and religious practices?

The care plan.

Who is the most important person in the agency?

The patient or resident.

A person may acquire a disability any time from birth through old age.A. TrueB. False

True

Many people find comfort and strength from religion during illnessA. TrueB. False

True

Nonverbal messages more truly reflect a person's feelings than words do. T or F

True

Often the person who is comatose can hear and can feel touch and pain.A. TrueB. False

True

The presence or absence of family or friends affects the person's quality of life.A. TrueB. False

True

Which is not a communication barrier?A. Using touchB. Giving opinionsC. Giving pat answersD. Changing the subject

Using touch

Communication that uses written or spoken words isA. HolismB. Verbal communicationC. Body languageD. A direct question

Verbal communication

Persons in hospitals and nursing centers feel safer and more secure if they know what will happen. For every task, the person should know:

Why it is needed. Who will do it. How it will be done. What sensations/feelings to expect.

A nursing center resident stays in his room most of the day. He does not attend activities. He does not talk to his family when they visit. This behavior isA. Self-centered behaviorB. Demanding behaviorC. WithdrawalD. Anger

Withdrawal

Using silence shows the person thatA. You are uncomfortableB. You care and respect the person's feelingsC. You are being rudeD. You are not listening

You care and respect the person's feelings

holism

a concept that considers the whole person; the whole person has physical, social, psychological, and spiritual parts that are woven together and cannot be separated

nonverbal communication

communication that does not use words

disability

any lost, absent, or impaired physical or mental function

comatose

being unable to respond to verbal stimuli

body language

messages sent through facial expressions, gestures, posture, hand and body movements, gait, eye contact and appearance

________________ communication does not use words.

nonverbal

A nursing center resident has difficulty hearing. The person also has poor vision. The nurse tells you to write messages to communicate. When writing messages, you need to:

• Be brief and concise• Use a black felt tip pen on white paper• Print in large letters.

Listening requires that you care and have interest. You need to follow these guidelines.

• Face the person• Have good eye contact with the person• Lean toward the person• Respond to the person• Avoid the communication barriers.

List 5 causes of anger.

• Fear• Pain• Dying and death• Loss of function• Loss of control over health and life• Long waits for care• It is a symptom of some diseases• Some people are generally angry

Causes of demanding behaviors include:

• Loss of independence• Loss of health• Loss of control• Unmet needs

List six nonverbal signs of anger.

• Rapid movements• Pacing• Clenching fists• A red face• Glaring• Getting close to you when speaking