Chapter 4 - Communication and Cultural Diversity

Question 1

Communication

Answer 1

The process of exchanging information with others

Question 2

Verbal Communication

Answer 2

Involves the use of words, spoken or written

Question 3

Nonverbal Communication

Answer 3

Communicating without using words

Question 4

Cultural Diversity

Answer 4

Refers to different groups of people with varied backgrounds and experiences living together in the world

Question 5

Bias

Answer 5

Prejudice

Question 6

Culture

Answer 6

A system of learned beliefs and behaviors that are practiced by a group of people

Question 7

Resident Does Not Hear NA, Does Not Hear Correctly, Or Does Not Understand

Answer 7

The NA should stand directly facing the resident. They should speak slowly and clearly. They should not shout, whisper, or mumble. They should speak in a low voice, using a pleasant tone. If the resident is wearing a hearing aid, the NA needs to check and make sure it’s on.

Question 8

Resident Is Difficult To Understand

Answer 8

The NA should be patient and take time to listen. They can ask the resident to repeat or explain the message, and the state the message in his own words to make sure they have understood.

Question 9

NA, Resident, Or Others Use Words That Are Not Understood

Answer 9

An NA should not use medical terminology with resident or their families. They should speak in simple, everyday words and ask what a word means if they are unsure.

Question 10

NA Uses Slang Or Profanity

Answer 10

The NA should avoid using slang words and expressions. They are unprofessional and may not be understood. They should not use profanity, even if the resident does.

Question 11

NA Uses Cliches

Answer 11

Cliches are phrases that are used over and over again and do not really mean anything. Instead of using a cliche, the NA should listen to what the resident is really saying and respond with a meaningful message.

Question 12

NA Responds With “Why?”

Answer 12

The NA should avoid asking “why?” when a resident makes a statement. “Why?” questions make people feel defensive.

Question 13

NA Gives Advice

Answer 13

The NA should not offer his opinion or give advice. Giving medical advice is not within an NA’s scope of practice. It could be dangerous.

Question 14

NA Asks Questions That Only require Yes/No Answers

Answer 14

The NA should ask open-ended questions that need more than a “yes” or “no” answer. Yes and no answers end conversations.

Question 15

Resident Speaks A Different Language

Answer 15

If a resident speaks a different language than the NA does, the NA should speak slowly and clearly. They should keep their messages short and simple.

Question 16

NA Or Resident Uses Nonverbal Communication

Answer 16

Nonverbal communication can change a message. The NA should be aware of their body language and gestures.

Question 17

Be A Good Listener

Answer 17

The NA should allow the other person to express their ideas completely

Question 18

Provide Feedback

Answer 18

Active listening means focusing on the person sending the message and giving feedback

Question 19

Bring Up Topics Of Concern

Answer 19

If the NA knows of a topic that might concern a resident, they can raise the issue in a general, nonthreatening way

Question 20

Let Some Pauses Happen

Answer 20

Using silence for a few moments at a time encourages the resident to father her thoughts and compose messages

Question 21

Tune In To Other Cultures

Answer 21

The NA should learn the words and expressions of a resident’s culture

Question 22

Accept A Resident’s Religion Or Lack Of Religion

Answer 22

Religious differences also affect communication. The NA should respect resident’s religious beliefs.

Question 23

Understand The Importance Of Touch

Answer 23

The NA should ask permission before touching residents and should be sensitive to their feelings. Na’s must touch residents in order to do their jobs.

Question 24

Ask For More

Answer 24

When residents report symptoms, events, or feelings, the NA should have them repeat what they have said and ask them for more information

Question 25

Make Sure Communication Aids Are Clean An In Proper Working Order

Answer 25

The NA should inform the nurse if hearing aids, eyeglasses, dentures and wrist/hands braces aren't working or are damaged.

Question 26

Avoid Changing The Subject When A Resident Is Discussing Something

Answer 26

The NA should not try to avoid the topic. This makes the resident feel that the NA is not interested in them or what they're talking about

Question 27

Do Not Ignore A Resident's Request

Answer 27

Ignoring a resident's request is considered to be negligence. The NA should honor the request is they can or explain why the request cannot be fulfilled.

Question 28

Do Not Talk Down To An Elderly Or Disable Resident

Answer 28

An NA should talk to resident and their families as she would talk to any person

Question 29

Sit Or Stand Near The Resident Who Has Started The Conversation

Answer 29

Sitting or standing near the resident shows that the NA finds what they are saying is important and worth listening to

Question 30

Lean Forward In The Chair When A Resident Is Speaking

Answer 30

Leaning forward communicates interest. The NA should pay attention to her nonverbal communication

Question 31

Talk Directly To The Resident

Answer 31

The NA should not talk to other staff members, the residents family members, or anyone else while helping residents

Question 32

Approach The Resident

Answer 32

Even if the NA is in another area of the room, they should approach the resident. This tells the resident they are interested int them.

Question 33

Be Empathetic

Answer 33

The NA should try to understand and identify with what the resident is going through

Question 34

Have Time For Resident's Family And Friends

Answer 34

The NA should not discuss a resident's care with friends or family members, but they can listen if they want to talk