Module 3- Communication/Interpersonal Skills

Which of the following is a physiological need?

Employment
Friendship
Water
Love

Which of the following would be a barrier to effective communication?

Listening to a patient/resident tell stories about his or her past
Letting a patient/resident express his or her fears and concerns about dying
Changing the subject each time a patient/resident brings up an uncomfortable topic
Allowing a patient/resident to talk freely about his or her health problems

Avoiding eye contact when talking to another person is an example of which type of communication?

Verbal
Non-verbal
Written
Electronic

A charge nurse uses a medical word that the Nurse Assistant does not understand. What should you do?

Pretend to understand
Look the word up in a medical dictionary
Ask the nurse to explain the meaning
Ask another Nurse Assistant what the word means

A patient/resident asks to see his chart. What is the correct action for the Nurse Assistant?

Give the chart to the patient/resident
Report this to the charge nurse
Report this to the patient’s/resident’s doctor
Make a copy of the chart for the patient/resident

When patients/residents express their feelings and concerns, the Nurse Assistant will best respond by:

Adding his or her opinions
Giving the patient/resident suggestions for feeling better
Sharing personal problems and concerns
Listening to the patient’s/resident’s concerns

A patient’s/resident’s family asks to meet their mother’s new roommate who is sitting in the day room. The nursing assistant
will most correctly:

Inform the patient’s/resident’s family that this is against hospital policy
Take the family and patient/resident to the day room and introduce them to the new roommate
Ask the family to wait until the new roommate has been in the facility at least a week
Report this request to the charge nurse to handle as time permits

A Nurse Assistant works on the first floor of a skilled nursing facility. The Nurse Assistant’s uncle is a patient/resident on the
second floor. Which statement is true about this relationship?

The Nurse Assistant can access her uncle’s medical record
The Nurse Assistant can visit her uncle during lunch time
The Nurse Assistant can attend patient/resident care conferences with her uncle
The Nurse Assistant can assist with her uncle’s care plan

Which form of communication may reveal the most about a patient’s/resident’s true feelings?

Listening skills
Written communication
Verbal communication
Body language

What is the most appropriate way to answer a patient’s/resident’s telephone?

“Good morning. Mrs. Gray’s room”
“Good morning. Third floor”
“Hello. Who is calling?”
“Good morning. Mrs. Gray’s room, this is Mary Jones, Nurse Assistant speaking”

What information must be included when giving an end of shift report?

The full name and address of the patient/resident.
Facts and specific information that were observed and care given by the Nurse Assistant.
Number of visitors
Personal feelings about the patient/resident

Listening skills are enhanced by:

Engaging a patient/resident in an activity
Being animated while listening
Conversing in a public location
Empathy

A patient/resident tells the Nurse Assistant that he misses participating in religious activities. The most helpful action by the
Nurse Assistant at this time is to:

Tell the patient/resident that it is against policy for the Nurse Assistant to discuss religion with patients/residents
Memorize each patient’s/resident’s religious preference
Insist that the patient/resident attend the religious services offered by the agency
Talk with the patient/resident about religion to encourage discussion

A confused patient/resident was recently moved to a private room at the family’s request. The Nurse Assistant understands that:

The patient/resident may experience an increased appetite
Patients/residents with dementia cannot tolerate isolation
Any change in routine can produce anxiety in a patient/resident
The patient/resident probably did not want to change rooms

Information that can be seen, heard, or smelled is called:

Assessment
Observation
Objective data
Subjective data

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