Hartman's Nursing Assistant Care The
Basics Chapter 2 Exam-Graded A
Communication - ANS-The process of exchanging information with others
Verbal communication - ANS-uses spoken or written words
Nonverbal communication - ANS-communicating without using words. An example is
body movement.
Reporting - ANS-Nursing assistants must make brief, accurate oral and written reports
to residents and staff. Careful observations are used to make these reports and are
important to the health and well-being of all residents.
Names - ANS-NAs should call residents by the names residents prefer. NAs should not
refer to residents by their first names unless a resident has asked them to do so.
Objective information - ANS-Based on what a person sees, hears, touches, or smells
Subjective information - ANS-Something a person cannot or did not observe
Sight - ANS-The NA should look for changes in the resident's appearance.
Hearing - ANS-The NA should listen to what the resident says about his condition,
family, or needs.
Touch - ANS-Does the resident's skin feel hot or cool, moist or dry? Is the pulse rate
normal?
Smell - ANS-Are there any odors coming from the resident's body? Odors could suggest
poor bathing, infections, or incontinence.
Incontinence - ANS-The inability to control the bladder or bowels
Oral Reports - ANS-The NA should write notes so that important details are not
forgotten
Telephone Communication - ANS-Nursing assistants may be asked to make a call or
answer the telephone at their facility.
, Call Light - ANS-Long-term care facilities are required to have a call system, often
called call lights, so that residents can call for help whenever they need it.
Resident does not hear NA, does not hear correctly, or does not understand - ANS-The
NA should face the resident. He should speak slowly and clearly. He should not shout,
whisper, or mumble. The NA should speak in a low voice, using a pleasant tone.
Resident is difficult to understand - ANS-The NA should be patient and take time to
listen. He can ask the resident to repeat or explain the message.
NA, resident, or others use words that are not understood. - ANS-An NA should not use
medical terms with residents or their families. He should speak in simple, everyday
words and ask what a word means if he is not sure.
NA uses slang or profanity - ANS-The NA should avoid using slang words. They are
unprofessional and may not be understood.
NA uses clichés - ANS-Cliches are phrases that are used over and over again and do
not really mean anything. Instead of using a cliche, the NA should listen to what a
resident is really saying and respond with a meaningful message.
NA responds with "Why?" - ANS-The NA should avoid asking "Why?" when a resident
makes a statement. "Why" questions make people feel defensive.
NA gives advice - ANS-The NA should not offer his opinion or give advice. Giving
medical advice is not within an NA's scope of practice.
NA asks questions that only require yes/ no answers. - ANS-The NA should ask open-
ended questions that need more than a "yes" or "no" answer. Yes and no answers end
the conversation.
Resident speaks a different language. - ANS-If a resident speaks a different language
than the NA does, the NA should speak slowly and clearly. He should keep his
messages short and simple
NA or resident uses nonverbal communication - ANS-Nonverbal communication can
change a message. The NA should be aware of his body language and gestures. He
can look for nonverbal messages from residents and clarify them.
Defense mechanisms - ANS-Unconscious behaviors used to release tension or cope
with stress; Denial, projection, displacement, rationalization, repression, regression
Denial - ANS-completely rejecting the thought or feeling
Projection - ANS-seeing feelings in others that are really one's own
Basics Chapter 2 Exam-Graded A
Communication - ANS-The process of exchanging information with others
Verbal communication - ANS-uses spoken or written words
Nonverbal communication - ANS-communicating without using words. An example is
body movement.
Reporting - ANS-Nursing assistants must make brief, accurate oral and written reports
to residents and staff. Careful observations are used to make these reports and are
important to the health and well-being of all residents.
Names - ANS-NAs should call residents by the names residents prefer. NAs should not
refer to residents by their first names unless a resident has asked them to do so.
Objective information - ANS-Based on what a person sees, hears, touches, or smells
Subjective information - ANS-Something a person cannot or did not observe
Sight - ANS-The NA should look for changes in the resident's appearance.
Hearing - ANS-The NA should listen to what the resident says about his condition,
family, or needs.
Touch - ANS-Does the resident's skin feel hot or cool, moist or dry? Is the pulse rate
normal?
Smell - ANS-Are there any odors coming from the resident's body? Odors could suggest
poor bathing, infections, or incontinence.
Incontinence - ANS-The inability to control the bladder or bowels
Oral Reports - ANS-The NA should write notes so that important details are not
forgotten
Telephone Communication - ANS-Nursing assistants may be asked to make a call or
answer the telephone at their facility.
, Call Light - ANS-Long-term care facilities are required to have a call system, often
called call lights, so that residents can call for help whenever they need it.
Resident does not hear NA, does not hear correctly, or does not understand - ANS-The
NA should face the resident. He should speak slowly and clearly. He should not shout,
whisper, or mumble. The NA should speak in a low voice, using a pleasant tone.
Resident is difficult to understand - ANS-The NA should be patient and take time to
listen. He can ask the resident to repeat or explain the message.
NA, resident, or others use words that are not understood. - ANS-An NA should not use
medical terms with residents or their families. He should speak in simple, everyday
words and ask what a word means if he is not sure.
NA uses slang or profanity - ANS-The NA should avoid using slang words. They are
unprofessional and may not be understood.
NA uses clichés - ANS-Cliches are phrases that are used over and over again and do
not really mean anything. Instead of using a cliche, the NA should listen to what a
resident is really saying and respond with a meaningful message.
NA responds with "Why?" - ANS-The NA should avoid asking "Why?" when a resident
makes a statement. "Why" questions make people feel defensive.
NA gives advice - ANS-The NA should not offer his opinion or give advice. Giving
medical advice is not within an NA's scope of practice.
NA asks questions that only require yes/ no answers. - ANS-The NA should ask open-
ended questions that need more than a "yes" or "no" answer. Yes and no answers end
the conversation.
Resident speaks a different language. - ANS-If a resident speaks a different language
than the NA does, the NA should speak slowly and clearly. He should keep his
messages short and simple
NA or resident uses nonverbal communication - ANS-Nonverbal communication can
change a message. The NA should be aware of his body language and gestures. He
can look for nonverbal messages from residents and clarify them.
Defense mechanisms - ANS-Unconscious behaviors used to release tension or cope
with stress; Denial, projection, displacement, rationalization, repression, regression
Denial - ANS-completely rejecting the thought or feeling
Projection - ANS-seeing feelings in others that are really one's own
