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Certified Nursing Assistant (CNA) Exam: Communication Concepts

Importance ★★★★☆ · 25% (estimate)

Overview

This chapter covers talking and listening with residents and reporting information to the team. Questions often ask about residents with hearing, vision, or speech problems and about objective reporting.

Communication includes words and nonverbal signals such as facial expressions, gestures, and touch. Active listening means giving full attention, nodding, not interrupting, and restating what you heard. Open-ended questions, which cannot be answered yes or no, invite residents to share more.

For hearing loss, face the resident and speak clearly in a normal or slightly lower tone without shouting. For vision loss, say your name when you enter and tell the resident when you leave. For aphasia after a stroke, use yes-or-no questions, give extra time, and use pictures or gestures.

Report and record objective facts: what you see, hear, and measure, and the resident's own words in quotes. Do not record opinions or guesses. On paper records, correct an error with one line, your initials, and the date. In 24-hour time, add 12 to p.m. hours, so 3:00 p.m. is 1500.

Key concepts

  • Nonverbal communication

    Sending messages without words, through facial expressions, gestures, posture, eye contact, and touch.

    Memory tipBody language should match your words.

  • Active listening

    Giving full attention, nodding, not interrupting, and restating what the speaker said.

    Memory tipListen, nod, repeat back.

  • Open-ended question

    A question that cannot be answered with yes or no, such as 'What would you like to do today?'

    Memory tipStarts with what or how.

  • Aphasia

    Trouble speaking or understanding language, often after a stroke.

    Memory tipYes/no questions and time.

  • Objective information

    Facts that can be seen, heard, felt, smelled, or measured, including the resident's own words in quotes.

    Memory tipFacts, not opinions.

  • 24-hour time

    A way of telling time from 0000 to 2359; add 12 to afternoon and evening hours.

    Memory tip3 p.m. = 1500.

Often tested

  • Do not shout at a resident with hearing loss.
  • Say your name when entering a blind resident's room.
  • Never erase or white out a paper record.
  • Medical terms, noise, and giving advice are barriers to communication.

3 sample questions

Verified practice questions from this unit.

Practice questionReviewedRole of the Nurse Aide › Communication★★★★☆

Question 1. Which is the best way to talk with a resident who has hearing loss?

  1. ① Speak very fast so you finish quickly
  2. ② Face the resident and speak clearly in a normal or slightly lower tone
  3. ③ Shout so the resident can hear
  4. ④ Talk from behind the resident
▼ Show answer and explanation▲ Hide answer and explanation

Answer: ② Face the resident and speak clearly in a normal or slightly lower tone

Key point: Hearing loss: face the resident, speak clearly, don't shout

Get the resident's attention, face them in good light, and speak clearly and a little slowly in a normal or slightly lower pitch. Make sure hearing aids are in and working. Do not shout.

Wrong choices

  • Speak very fast so you finish quickly: Fast speech is harder to understand.
  • Shout so the resident can hear: Shouting distorts sounds and can seem angry.
  • Talk from behind the resident: The resident cannot see your face or lips.
Practice questionReviewedRole of the Nurse Aide › Communication★★★★☆

Question 2. Which is an example of nonverbal communication?

  1. ① A telephone call
  2. ② Facial expressions
  3. ③ Reading a book aloud
  4. ④ A written note
▼ Show answer and explanation▲ Hide answer and explanation

Answer: ② Facial expressions

Key point: Nonverbal = facial expressions, gestures, touch

Nonverbal communication is sending messages without words, through facial expressions, gestures, posture, eye contact, and touch. Your body language should match your words.

Wrong choices

  • A telephone call: A call uses spoken words.
  • Reading a book aloud: Reading aloud uses words.
  • A written note: Writing uses words, so it is verbal communication.
Practice questionReviewedRole of the Nurse Aide › Communication★★★★☆

Question 3. Which is an open-ended question?

  1. ① "What would you like to do this afternoon?"
  2. ② "Are you feeling okay?"
  3. ③ "Do you want to go to the activity?"
  4. ④ "Did you sleep well?"
▼ Show answer and explanation▲ Hide answer and explanation

Answer: ① "What would you like to do this afternoon?"

Key point: Open-ended questions can't be answered yes or no

Open-ended questions cannot be answered with yes or no. They invite the resident to share more, such as 'What would you like…?' or 'How do you feel about…?'

Wrong choices

  • "Are you feeling okay?": This can be answered with yes or no.
  • "Do you want to go to the activity?": This can be answered with yes or no.
  • "Did you sleep well?": This can be answered with yes or no.
Practice 5 questions from this unit →

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