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