Vocabulary
cultural variations
effective verbal communication
effective charting and communication within nursing team
Phone etiquette
100


care of a resident that continues without interruption.

What is Continuity of care?

100

The following are examples of what? 

-eye contact may be seen as good or bad

- showing pain may be different in cultures 

- preferences on gender

What are cultural variations in communication

100

How can you convey messages using words? (3 ways)

- spoken, written, sign language 

100

Importance of care plan?

Essential tool in communicating the care of a resident 

100
what is the order of answering the phone?

- state name of facility, state your name and title, thank caller before hanging up phone 

200

Posture, facial expressions, gestures, movements are examples of this.

What is body language (or non-verbal communication)

200

In what ways is eye contact different for cultures?

- eye contact v. No eye contact 

- modesty

- rude (lack of eye contact or eye contact)

200

Difference between Receiver and Sender?

Receiver:who gets the message

sender: gives the message

200

Staff members must do *this* if the following events occur 

-broken dentures or personal items

- accident or injury

- missing glasses or items/theft


Submit an Incident Report

200

Inappropriate use of phone 

- making or receiving personal calls

300

What’s the difference between Objective and subjective? 

Objective: observations made by NA/R

Subjective: feelings of the resident 

300

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

300

How can you be aware of communication?

- choice of words

- tone of voice

- speed of voice

- ability to understand 

300

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

300

if making personal calls when should you call and for how long?

- when: on break

- how long: 3 minutes 

400

This is the word for when when a person has blue/gray colored lips due to not enough oxygen in the blood?

Cyanosis

400

How is non verbal communication differ for different cultures?

- gestures - eye contact - personal space- touch - posture

400
ways of effective communications

- reduce background noise

- pace of speech

- allow time for response or talking

- speak clear and loud

- listen effectively 

-  conversation resident centered

400

How can the cna contribute to the care plan?

- observations - reporting and recording - physical, mental, emotional -behavioral 

400

What is the importance of effective communication skills during phone use?

- remain respectful and have a good impression over the phone 

500


This is the exchange of thoughts, feelings and information by verbal and non verbal message.

Communication

500

What is the importance of knowing cultural difference?

- respect 

- rude

- understand emotions

500

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

500

Effective communication following an incident?

- report to charge nurse

- assist according to facility procedure to filling out incident report - be honest

500

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