Sending receiving and feedback - List three basic steps of communication
Let's the receiver know the message was received and understood - Why is feedback an important part
of communication?
Supervisors, careteam, Residents, and family members - With whom does the nursing assistants have to
communicate with?
Over and over - The three step process of communication occurs
Pointing to a glass of water - An example of nonverbal communication
Speaking - Type of verbal communication includes
Facial expressions - Type of nonverbal communication includes
Cultural diversity - Different groups of people with varied backgrounds living together in the world
Culture - Learned behaviors that are practiced by a group of people and are passed on
Biased - Prejudiced
Learn each residence cultures - What are some things that nursing assistants can do to improve
awareness of their residents cultures and needs?
U.s. is a Multicultural Society - Why is it important in the United States to be accepting of cultural
diversity?
, Medical - Type of terminology that may not be understood by residents or their family, so nursing
assistants should speak in simple everyday words
Open ended - Type of questions should be asked because they elicit more than a yes or no answer
Cliches - Phrase used over and over again that do not really mean anything
Body - This type of language, along with gestures and facial expressions, it's part of nonverbal
communication; nursing assistant should be aware of this when speaking
Patient - NA should be _______________ and take time to listen when residents are difficult to
understand this helps promote better communication
Advice - Nursing assistants cannot offer opinions or give this because it is not within their scope of
practice
Why - Asking this should be avoided when residents make statements because it often makes people
feel defensive
Slang - Along with profanity these types of words and expressions should not be used by nursing
assistants
Restate the message in the nursing assistants own words - One way for nursing assistant to be a good
listener is to
Focusing on the sender and giving feedback - Active listening involves
Ask for more information - When residents report symptoms or feelings it is a good idea for the nursing
assistant to
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