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CNA-NIC F25 CH 3.2
Explain types of communication
| Question | Answer |
|---|---|
| communication is | the process of exchanging information with others |
| what is communication a process of | sending and receiving messages |
| how do people communicate | with signs and symbols, such as words, drawings, and pictures. also communicate through their behavior |
| what is the simplest form of communication | three step process that takes place between two people |
| 1st step of the three step communication process | the sender (the person who communicates first) sends a message |
| 2nd step of the three step communication process | the receiver receives the message. Receiver and sender switch roles as they communicate |
| 3rd step of the three step communication process | involves providing feedback. the receiver repeats the message or responds to it to let the sender know the message was received and understood |
| what must occur before the communication process is complete | all three steps |
| how are these steps used in during a conversation | the process is repeated continuously |
| what does the communication process consist of | sending a message, receiving the message and providing feedback |
| VERBAL COMMUNICATION | involves using words |
| verbal communication | also known as oral communication |
| what are two ways of communicating verbally | speaking and writing |
| what is an example of verbal communications | oral reports |
| what is considered in verbal communication | includes the way in which words are spoken or written (including symbols, emojis) |
| what conveys just as much as the words he uses | how the voice sounds when a person speaks |
| example of how tone can change the meaning of a phrase | if a NA sounds irritated when saying let me know if you need anything else the resident may feel that the nursing assistant does not want to be bothered- the resident may not want to communicate a need, she fears it will annoy/anger her NA |
| besides tone what sends a message as well | the words a person uses |
| how should NAs use verbal communication | should always use a friendly, professional tone of voice with residents and consider their words before speaking |
| when writing information NAs should | be clear and direct |
| why should NAs use appropriate words | so that they will be understood |
| NONVERBAL COMMUNICATION | communication that happens without the use of words. |
| what is a nonverbal communication | BODY LANGUAGE |
| body language | has to do with all of the conscious or unconscious messages a persons body sends as she communicates |
| what is included in body language | posture, body movements, facial expressions, and gestures |
| what can body language add during communication | positive or negative messages |
| Describe an example of how body language can change the tone of conversation | If an NA smiles and tells a resident ill be glad to help you find your glasses , it communicates that she is willing to help. however if she rolls her eyes while responding it sends a message that she is annoyed by the request |
| what is another important part of nonverbal communication | touch |
| true or false some people are more comfortable being touched than others | true |
| what do some people find touch to be | comforting , while others are bothered by it |
| what do NA have to do during care | have to touch residents |
| what considerations should an NA take during care if a patient doesn't like being touched | if the resident is not comfortable being touched the NA should limit touch as much as possible |
| what should an NA do before touching a patient | always ask permission |
| what are examples of positive nonverbal communication | smiling in a friendly way; leaning forward to listen; nodding while a person is speaking |
| what are examples of negative nonverbal communication | rolling eyes; crossing arms; tapping feet; pointing at someone while speaking |
| what should you do if a resident seems upset or irritated by an NAs behavior | the NA can apologize and ask how she can make the situation better |
| if the NAs body language was unintentionally negative what will improve the way they relate to other people | making positive changes |
| proper communication guideline #1 | use appropriate words. make sure residents are able to understand what you say. use proper words and terms with care team members. |
| proper communication guideline #2 | be aware of your body language |
| proper communication guideline #3 | use a friendly, professional tone of voice. communicate care and concern |
| proper communication guideline #4 | wait for responses. let pauses happen. do not interrupt or try to finish the residents sentenses |
| proper communication guideline #5 | practice active listening.maintain eye contact.use phrases encourage them2keep speaking/clarify their communication (yes,hm,Isee,Iunderstand,Goon) Repeat residents message2show u been listening closely. Show residents u r interested n what they have 2 say |
| ACTIVE LISTENING | involves giving residents your full attention while they are speaking |
| what nonverbal communication does active listening have | nodding and smiling. |
| proper communication guideline #6 | use facts when communicating. |
| fact | is something that is definitely true |
| opinion | is something someone believes to be true but is not definitely true or cannot be proven |
| example of fact vs opinion | mr. s weights 155lbs is fact mr.s looks thinner is opinion (might be true but cant be backed up with evidence) |
| what to do if you give an opinion to the care team | make it clear that what your saying is an opinion not a fact |
| what are valuable to the care team | both facts and opinions are valuable to the care team |
| what does using facts when communicating with the care team do for you | helps you communicate more effectively |
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