Deck 4: Communication Skills

Question 1

The nursing assistant asks the client experiencing confusion if the client is in pain. The client responds, "No, I am fine, and I need to catch the bus." The client is grimacing and moaning and clutching the side where the surgical site is. What is the best action for the nursing assistant to take?

A) Repeat the question much louder and slower.
B) Use sign language to ensure understanding.
C) Report the nonverbal cues to the nurse.
D) Administer a nonverbal pain scale.

Answer 1

Report the nonverbal cues to the nurse.

Question 2

Which scenario involves nonverbal communication?

A) A hearing-impaired client uses sign language to communicate.
B) The nursing assistant records a client's temperature on the chart.
C) A facial expression reveals a resident is in pain.
D) A resident talks with a relative on the telephone.

Answer 2

A facial expression reveals a resident is in pain.

Question 3

It is true that communication between two people is most effective when:

A) the sender always remains the sender of the messages.
B) the receiver always remains the receiver of the messages.
C) sending the message is the most important act in communication.
D) the sender and the receiver switch roles during the communication.

Answer 3

the sender and the receiver switch roles during the communication.

Question 4

The nursing assistant observes that the resident did not eat or drink anything for breakfast. What is the best response for the nursing assistant to determine what is going on?

A) "You must need more time for eating."
B) "You seem to be ill today because you didn't eat."
C) "Is there something I can get you instead?"
D) "I see that you did not eat your breakfast."

Question 5

What is the best body language for the nursing assistant to use when communicating with a resident who is sitting in a chair?

A) Sitting across from the resident in another chair, maintaining eye contact, and nodding as the resident speaks
B) Standing at the door with arms folded across their chest looking at the clock as the resident speaks.
C) Sitting across from the resident on the bed swinging crossed legs and chewing gum as the resident speaks.
D) Standing with back turned away from the resident and rolling eyes when the resident speaks.

Question 6

The nursing assistant (NA) communicates with a resident after the death of the resident's spouse. Which action(s) made by the nursing assistant block effective communication? Select all that apply.

A) The NA states, "Excuse me, let me stop you because I believe that the best funeral home is the one down the street."
B) The NA is looking at a clipboard and tapping a pen as the resident talks.
C) The NA states, "It just is not right to be cremated, God never intended for us to be burned to ashes and in an urn."
D) The NA states, "Tell me what I can do to help you during this difficult time."
E) The resident states, "I just want a wake." The NA states, "Could you tell me what you mean by your statement?"

Question 7

The nursing assistant (NA) is approached by another employee in the hallway who begins yelling at the NA stating, "You didn't weigh the clients correctly and I had to do all of your weights." What is the first action for the NA to take to resolve the conflict with the employee?

A) Stating, "Let's discuss this further in a quiet place away from clients and staff."
B) Reporting the situation to the supervisor to help resolve the conflict between parties.
C) Stating, "You seem to be upset, please share what I may have done incorrectly."
D) Agreeing to disagree because the weights can be done correctly more than one way.

Question 8

What is the best communication principle(s) for the nursing assistant (NA) to apply when using the telephone? Select all that apply.

A) The NA uses a personal cellphone during a lunch break in the employee lounge to make a personal call.
B) The NA answers the unit phone, "Hello, this is Samantha, a nursing assistant at Sunny Acres, how may I help you?"
C) The NA writes down the doctor's orders and repeats them back to verify them, then hands them to the nurse.
D) The NA updates the caller with information about the resident and tells the resident who had called.
E) The NA needs to transfer the caller and tells the caller that the caller will be placed on hold and transferred.

Question 9

Which documented observation(s) by the nursing assistant is an example of an objective observation? Select all that apply.

A) Resident reports a stomachache
B) Temperature 101°F
C) Urine is cloudy with a strong odor
D) Red rash on chest.
E) Stated feels like bugs are crawling on the skin

Question 10

The nursing assistant is caring for a client who needs to get up in the chair for dinner. The client recently arrived back to the unit from physical therapy and was placed back in bed. What section of the chart will best provide information on how the client transfers the quickest?

A) The Kardex
B) The nursing flow sheet
C) The narrative nurse's notes
D) The progress notes

Question 11

The nursing assistant has just inserted the client's in-the-ear hearing aid, and it is clear that the client still cannot hear. What should the assistant do?

A) Report to the nurse that the client's hearing aid is broken, and the client needs a new one.
B) Remove the hearing aid and make sure it is turned on and the volume is turned up high enough.
C) Use a louder tone of voice when speaking with the client.
D) Apologize that the hearing aid is not working and the client will have to do without it.

Question 12

The nursing assistant is caring for a client in the hospital who suddenly develops shortness of breath and edema of the face and neck. Which action would the nursing assistant implement first?

A) Report the changes in the client's condition to the nurse immediately.
B) Place the head of the bed up to high position and activate the emergency button.
C) Observe for further deterioration and take vital signs and stay with the client.
D) Provide cardiopulmonary resuscitation as needed depending upon the code status.

Question 13

The nursing assistant (NA) is caring for a resident who is crying after being told by the physician that the biopsy report shows that the resident has end-stage cancer and has very little time to live. What is the best action for the nursing assistant to take? The NA:

A) states, "It is going to be alright; there is always hope for a miracle."
B) sits near the resident in a chair stroking the resident's hand in silence.
C) leaves the room to provide privacy for the client and time to gain composure.
D) updates the nurse and asks for the nurse to go see the resident.

Question 14

A nursing assistant uses communication skills to: (Select all that apply.)

A) ask for clarification about tasks.
B) reassure the residents.
C) share information with other team members.
D) interact with residents' families.
E) direct the care of the residents.

Question 15

The nursing assistant is caring for a client who does not speak the dominant language. What is the best resource for the nursing assistant to use?

A) a picture board to communicate.
B) pantomime and gestures to communicate.
C) a family member of the same gender to interpret.
D) translated medical phrases.

Question 16

When caring for a resident who has difficulty speaking because of a stroke, the nursing assistant:

A) relies on the nurse to provide information.
B) makes the decision about what the resident needs.
C) asks "yes/no" questions whenever possible.
D) assumes what the resident wants based on past requests.

Question 17

During an extremely stressful day at work, the nursing assistant notices a peer is taking a break. The assistant gets angry because the peer didn't first see if the assistant needed help getting caught up with an assignment. When the peer returns, the assistant confronts the peer in a private room. To help resolve this conflict, which statement should the nursing assistant make?

A) "You only think about yourself, why don't you ever stop and help the rest of us?"
B) "I noticed that last week you did the same thing. Walking away without bothering to help the rest of us."
C) "I feel hurt and disappointed when you don't stop to help me finish my work so I can go on break with you."
D) "Do you think we can ever be a team when you are playing by different rules?"

Question 18

The nursing assistant (NA) is communicating with a client with hearing impairment who is in bed. The client watches the NA as the NA talks. What is the best action for the nursing assistant to take?

A) Stand in front of the sunny window and speak.
B) Sit on a chair close by the bed facing the client.
C) Cup hands near the mouth and speak slowly.
D) Chew gum while speaking clearly.

Question 19

The nursing assistant (NA) is communicating with a client with a breathing tube that prevents the client from speaking. What is the best action for the NA to take?

A) Provide the client with the picture board with letters to use and point to what the client needs.
B) Ask yes and no questions and go through a list of commonly needed items every 2 hours.
C) Explain that the client can lip words to communicate and that the NA can read their lips.
D) Anticipate needs for the client by toileting, repositioning, and offering oral care every 2 hours.

Question 20

The nursing assistant (NA) charts the care provided for the client at 3 AM after helping the client to the bathroom and changing wet linens on the bed. Which action follows the best guidelines for recording?

A) Using the current date and time of when the entry occurred written in military time as 0300.
B) Writing in red ink to make sure the entry is clear, signing and initialing the entry following policy.
C) Charting that the client was incontinent of urine and had to have some linens changed.
D) Using a dark marker to strike through the words after making an error in the entry, then writing the correct entry below.