Vocabulary
What is Continuity of care?
care of a resident that continues without interruption.
How are some emotions expressed differently in culture?
- eye contact may be seen as good or bad
- showing pain may be different in cultures
- preferences on gender
How can you convey messages using words? (3 ways)
- spoken, written, sign language
Importance of care plan?
Essential tool in communicating the care of a resident
- state name of facility, state your name and title, thank caller before hanging up phone
What are examples of body language?
Posture, facial expressions, gestures, movements.
In what ways is eye contact different for cultures?
- eye contact v. No eye contact
- modesty
- rude (lack of eye contact or eye contact)
Difference between Receiver and Sender?
Receiver:who gets the message
sender: gives the message
Examples of an incident to report?
- broken dentures or personal items
- accident or injury
- missing glasses or items/theft
Inappropriate use of phone
- making or receiving personal calls
What’s the difference between Objective and subjective?
Objective: observations made by NA/R
Subjective: feelings of the resident
How is verbal communication differ for different cultures?
- choice of words
- words have different meaning to different people/cultures
- emotions expressed differently verbally
- use of silence
How can you be aware of communication?
- choice of words
- tone of voice
- speed of voice
- ability to understand
Examples of objective info to report to charge nurse?
- shortness of breath
- fever
- cough
- vomiting
- cyanosis - blood in stool and urine
- change in skin condition - change in behavior
if making personal calls when should you call and for how long?
- when: on break
- how long: 3 minutes
What is it called when a person has blue/gray colored lips due to not enough oxygen in the blood?
Cyanosis
How is non verbal communication differ for different cultures?
- gestures - eye contact - personal space- touch - posture
- reduce background noise
- pace of speech
- allow time for response or talking
- speak clear and loud
- listen effectively
- conversation resident centered
How can the cna contribute to the care plan?
- observations - reporting and recording - physical, mental, emotional -behavioral
What is the importance of effective communication skills during phone use?
- remain respectful and have a good impression over the phone
What is communication?
The exchange of thoughts, feelings and information by verbal and non verbal message.
What is the importance of knowing cultural difference?
- respect
- rude
- understand emotions
Barriers of effective communication
- not listening
- belittling a person
- making judgements
- giving false or inappropriate reassurances
- speaking in a language the resident is not familiar with
Effective communication following an incident?
- report to charge nurse
- assist according to facility procedure to filling out incident report - be honest
Method for taking phone messages?
1. date
2. time
3. for whom the message intended
4. callers name
5. callers phone number
6. reason for call
7. good time to return the call