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CNA-NIC F25 CH 3.3
Explain barriers to Communication
| Question | Answer |
|---|---|
| what will some residents have trouble with | understanding or using verbal (spoken or written) communication |
| what causes some residents to have trouble with understanding or using verbal communication | due to a BARRIER that blocks or disrupts communication |
| example of a barrier | a resident who has a hearing impairment may not understand when an NA is explaining a care procedure |
| some communication barriers and ways for nursing assistants to avoid them: part 1 | Resident does not hear NA, does not hear correctly, or does not understand; Resident is difficult to understand; NA, resident or others use words that are not understood; NA uses slang or profanity; NA uses cliches; NA responds with why?; NA gives advice |
| Resident does not hear NA, does not hear correctly, or does not understand | the NA should stand directly facing the resident. Speak slowly and clearly. Should not shout, whisper or mumble. The NA should speak in a low voice, using a pleasant tone. If resident wearing a hearing aid the NA should check that is on/working properly |
| Resident is difficult to understand | NA should be patient and take time to listen. Can ask the resident to repeat or explain the message and then state the message in the NAs own words to make sure has understood. Reflecting , rephrasing |
| NA, resident or others use words that are not understood | NA should not use medical terminology with residents or their families. Should speak in simple, everyday words and ask what a word means if he is not sure |
| NA uses slang or profanity | should avoid using slang words and expressions. these words are unprofessional and may not be understood. he should not use profanity even if the resident does |
| NA uses cliches | cliches are phrases that are used repeatedly and do not really mean anything. (everything will be fine). Instead of using a cliche NA should listen to what a resident is really saying a respond with a meaningful message. |
| NA responds with why? | the NA should avoid asking why when a resident makes a statement. why questions make people feel defensive. |
| NA gives advice | the NA should not offer his opinion or give advice. Giving medical advice is not within an NAs scope of practice. It could be dangerous. Professionals with more education, such as doctors, give medical advice. |
| NA ask questions that only require yes or no answers | NA should ask open ended questions that need more than a yes or no answer. Yes and No answers end conversation. |
| Resident speaks a different language | If a residents native language is not the same as the NAs the NA should speak slowly and clearly. Should keep his messages short and simple. Should be alert for words resident understands/be alert for signs that resident is only pretending to understand. |
| NA or resident uses nonverbal communication | nonverbal communication can change a message. The NA should be aware of body language and gestures. Can look for nonverbal messages from residents and clarify them. |
| some communication barriers and ways for nursing assistants to avoid them: part 2 | NA ask questions that only require yes or no answers; Resident speaks a different language; NA or resident uses nonverbal communication |
| reflecting | means an NA restates the words the resident uses to help ensure that they continue the conversation |
| rephrasing | means the NA paraphrases those words in order to show that he understands the resident |
| example of avoiding the use of a cliche for better communication | if a resident is afraid of having a bath ; the NA can say I understand that seems scary to you. What can I do to make you feel more at ease? instead of saying " oh it will be over before you know it " |
| example of what to say instead of asking why | a resident may say doesnt want2go 4a walk today . if the NA asks why not , they may receive an angry response. Instead ask " are you too tired to take a walk? Is there something else you want to do ? " the resident may then be willing to discuss the issue |
| example of how not to ask yes or no questions | If an NA wants to know what a resident likes to eat she should not ask do you like vegetables? Instead she should ask Which vegetables do you like best? |
| If a resident speaks another language what else might an NA do to help with good communication | may need to use a communication board or gestures to communicate. If the resident prefers to communicate in her native language, a medical translator, interpreter or interpretation service should be used. NA should be patient and calm |
| look for nonverbal communication in residents and clarify them | mr. f you say your feeling fine but you seem to be in pain. is that true? what can I do to help? |
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