“Say It Clearly”
This type of communication uses spoken or written words.
What is verbal communication?
This kind of communication includes gestures, facial expressions, posture, and tone.
What is nonverbal communication?
This term describes the values, beliefs, practices, and behaviors shared by a group.
What is culture?
A loud TV, hearing impairment, or language differences are examples of this.
What are communication barriers?
These observations involve only what the NA can see, hear, smell, or touch.
What are objective observations?
This term means restating a message in your own words to show understanding.
What is paraphrasing?
Crossing arms, rolling eyes, or tapping feet are examples of this.
What are negative nonverbal cues?
NA’s must avoid these—generalized beliefs about groups of people.
What are stereotypes?
If a resident doesn’t understand a message, the NA should do this.
What is rephrasing or repeating the message?
Care team communication must always be this—factual and not based on feelings.
What is accurate and objective?
This type of question invites more than a “yes” or “no” response.
What is an open-ended question?
Standing too close or too far from someone relates to this concept.
What is personal space?
When a resident’s cultural beliefs conflict with care routines, the NA should do this first.
What is asking questions or seeking to understand?
This technique helps clarify instructions by having the resident repeat the message.
What is the teach-back method?
NAs must report changes in a resident’s condition to this person.
Who is the nurse?
NA’s should use this level of language when speaking to residents—simple and clear.
What is plain or everyday language
A resident’s slumped posture and lack of eye contact may indicate this emotional state.
What is sadness, depression, or discomfort?
Differences in how people communicate, such as direct vs. indirect communication, are influenced by this.
What is cultural background?
Jumping to conclusions without all the information is an example of this.
What is making assumptions?
When documenting, NAs must do this if they make a mistake—no erasing or white-out.
What is the draw a single line through the error, write “error,” and initial it?
This skill involves paying close attention to what the resident is saying without interrupting.
What is active listening?
This nonverbal cue varies widely by culture—some cultures avoid it completely.
What is eye contact?
This term means judging another culture by one’s own standards.
What is ethnocentrism?
When a resident speaks a different language, these tools—pictorial or digital—may be needed.
What are translation aids or interpreters?
The medical term for brief, to-the-point, professional communication is this.
What is concise communication?