Question 1

What term describes the form of communication that includes facial expressions, gestures, posture, and touch?

Accepted Answer

Nonverbal communication. It conveys messages without the use of spoken or written words and often reflects a person's true feelings.

Question 2

A CNA crosses her arms and frowns while telling a resident, 'I'm happy to help you.' What communication principle does this illustrate?

Accepted Answer

Incongruence between verbal and nonverbal communication. When verbal and nonverbal messages conflict, the nonverbal message is typically believed.

Question 3

What is the recommended eye level position a CNA should maintain when speaking with a resident who is seated in a wheelchair?

Accepted Answer

The CNA should lower themselves to the resident's eye level. This shows respect, reduces intimidation, and promotes effective communication.

Question 4

What therapeutic communication technique involves repeating the main idea of what a resident said to show understanding?

Accepted Answer

Reflection or restating. The CNA mirrors the resident's words or feelings to confirm understanding and encourage further expression.

Question 5

Which communication technique should a CNA use when a resident says, 'I feel like no one cares about me'?

Accepted Answer

The CNA should use an empathetic response and therapeutic listening, such as acknowledging the feeling and encouraging the resident to share more, rather than dismissing or immediately problem-solving.

CNA Exam: Communication Skills

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