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Chapter 5
Communication Skills
| Question | Answer |
|---|---|
| Facial expressions, gestures, body language, and tone of voice | Nonverbal communication |
| Form of communication that involves the use of spoken, written, or sign language | Verbal communication |
| What is communication? | The process of exchanging information that involves at least two people |
| Being a good listener involves... | Focusing attention on the speaker; Avoiding interrupting the speaker; Sitting down and assuming a relaxed posture; Making eye contact with the speaker; Asking questions |
| Crossing your arms across your chest Tapping your feet or fingers Constantly looking at your watch or toward the door Negative tone of voice Rolling your eyes | Negative body language |
| Facing the person Nodding as they speak Smiling or looking serious as appropriate Making vocal sounds to indicate interest Positioning yourself at eye level with the speaker Providing a comforting touch | Positive body language |
| Perhaps the most universal of all languages | Touch |
| Results from differences between people when one person is unable to understand or accept another's ideas or beliefs, or when one person misunderstands another person's words or intentions | Conflict |
| Information that cannot be measured or assessed; symptom | Subjective data |
| Information obtained directly through measurements, or by using one of the five senses; sign | Objective data |
| True or False: A CNA's written communication in a resident's medical chart is considered a legal document. | True |
| A type of question that allows for the continuation of a conversation and is used to solicit additional information | Open-ended question |
| A question that can be answered with a "yes," or "no" or short answer response | Closed-ended question |
| This component of communication indicates the message sent by the sender was received and understood by the receiver | Feedback |
| Which questions should the CNA avoid asking? | "Why" questions |
| The way a person stands, sits, leans or shifts; the most striking aspect of nonverbal communication | Body Language |
| When charting, why must the CNA use a pen instead of a pencil? | A pencil can be erased, enabling someone to change the person's medical record |
| When charting, why must the CNA use blue or black ink? | Blue and black ink reproduce best when a document is scanned or photocopied |
| True or False: If you make a mistake when writing in a resident's chart, it is acceptable to use correction fluid? | False! Using correction fluid to correct an error could be seen as an attempt to hide or change existing information |
| What is involved in the "planning" step of the nursing process? | Using information obtained from the nursing diagnosis to develop interventions and goals |
| What is a Kardex? | A card file containing condensed versions of each patients' or resident's medical record |
| What is a Medical Record? | A legal document that is the formal accounting of the care a person receives from the health care facility |
| What is involved in the "implementation" step of the nursing process? | The interventions detailed in the nursing care plan are carried out |
| What is involved in the "assessment" step of the nursing process? | Information specific to the patient or resident is gathered |
Created by:
NrsToniJ1
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