Module 3: Communication/Interpersonal Skills

Statement of Purpose: The purpose of this unit is to introduce concepts and skills required for the Nurse Assistant to communicate effectively and interact appropriately with patients/residents, patient’s/residents’ families and guests, and other members of the health care team.

Module 3 Study Tool: https://claude.ai/public/artifacts/31dea009-8fd9-40a9-93f1-9660ee277df9

Performance Standards (Objectives): Define key terminology:

1. Anger

2. Aphasia

3. Basic human need

4. Body language

5. Communication

6. Conflict

7. Conversion

8. Defense mechanisms

9. Denial

10. Displacement

11. Dyslexia

12. Dysphasia

13. Empathy

14. Family

15. Identification

16. Medical chart

17. Message

18. Myth

19. Non-verbal communication

20. Personal space

21. Physiological

22. Projection

23. Psychosocial

24. Rationalization

25. Receiver

26. Regression

27. Report

28. Repression

29. Sender

30. Sublimation

31. Substitution

32. Sympathy

33. Verbal communication

34. Voice pitch

35. Voice tone

Patient, resident, and client are synonymous terms referring to the person receiving care

CNA Module 3 Communication/Interpersonal Skills Vocabulary Sentences

Here are sentences for each vocabulary word to help you prepare for your CNA California Exam:

1. When a resident shows anger toward staff, it’s important to remain calm and try to understand what might be causing their feelings of displeasure.
2. After Mrs. Johnson’s stroke, she developed aphasia and lost her ability to communicate through speech, so we use picture boards to help her express her needs.
3. As a CNA, you must help residents meet their basic human needs including food, shelter, safety, and social connection according to Maslow’s hierarchy.
4. Pay attention to residents’ body language – crossed arms, frowning, or turning away can tell you how they’re feeling without words.
5. Effective communication between CNAs and residents involves sharing information through speech, writing, and nonverbal actions.
6. When there’s conflict between family members about a resident’s care, listen to both sides and report the disagreement to your supervisor.
7. Conversion disorder may cause a resident to develop physical symptoms like headaches when they cannot express emotional stress.
8. People use defense mechanisms like denial or anger to protect themselves from feelings of shame, anxiety, or humiliation.
9. Denial is common when residents refuse to accept their diagnosis or need for care – be patient and supportive during this process.
10. Displacement occurs when a resident takes their frustration with their illness out on you instead of addressing the real problem.
11. Residents with dyslexia may have difficulty reading medication labels because they transpose letters and mix up word sequences.
12. Dysphasia makes it hard for stroke patients to communicate through speech or writing, so speak slowly and give them time to respond.
13. Show empathy by trying to understand how frightening it must feel for residents to lose their independence and need help with daily tasks.
14. Family includes not only blood relatives but also close friends who provide emotional support and care for the resident.
15. Identification happens when residents pattern their behavior after someone they admire, like copying a favorite nurse’s positive attitude.
16. Always document your observations accurately in the resident’s medical chart, which is a legal record of all their care and treatment.
17. Make sure your message is clear when reporting to nurses – provide specific information about what you observed and when.
18. Don’t believe every myth about aging – many older adults remain mentally sharp and can learn new skills throughout their lives.
19. Non-verbal communication like gentle touch, eye contact, and facial expressions can be just as important as the words you speak.
20. Respect each resident’s personal space by asking permission before entering their comfort zone for care activities.
21. Physiological needs like breathing, eating, and sleeping are the most basic physical functions required for survival.
22. Projection occurs when residents blame others for their own feelings – a confused resident might say “You’re angry!” when they’re actually upset.
23. Consider the psychosocial factors affecting residents, including how their relationships and social environment impact their emotional well-being.
24. Rationalization helps residents cope by finding logical explanations for difficult situations, like saying “I’m better off here anyway.”
25. As the receiver of a resident’s message, listen carefully and ask questions to make sure you understand their needs correctly.
26. Regression may cause adult residents to act childish when they’re scared or stressed, asking for their parents or favorite toys.
27. Give a complete report to the incoming shift, including all observations about residents’ physical condition and behavior changes.
28. Repression involves unconsciously forgetting painful memories or experiences that are too difficult to handle.
29. As the sender of information, speak clearly and check that your message was understood by asking the receiver to repeat it back.
30. Sublimation allows residents to channel difficult emotions into positive activities, like expressing anger through art therapy instead of yelling.
31. Substitution helps residents replace unattainable goals with realistic ones, like focusing on small improvements rather than complete recovery.
32. Sympathy means you feel sorry for residents’ suffering, while empathy means you try to understand their experience.
33. Use verbal communication to explain procedures, provide comfort, and share important information with residents and their families.
34. Your voice pitch – how high or low your voice sounds – should be pleasant and not too high, which might sound childish to adult residents.
35. Your voice tone – the character and feeling in your voice – should always be respectful, kind, and professional when speaking with residents.

Module 3: 4 CNA Communication Dialogues for English Learners

Dialogue 1: Morning Report

Setting: Beginning of shift in a nursing facility

Maria (CNA): Good morning, Sarah. I’m here for the morning report. How was the night shift?

Sarah (Night Shift CNA): Good morning! Let me update you on our residents. Mrs. Johnson in room 12 has aphasia after her stroke, so communication is challenging. Remember to speak slowly and use simple words.

Maria: I understand. Does she use non-verbal communication like gestures?

Sarah: Yes, she nods and points. Also, be aware of her personal space – she gets anxious when people stand too close. Her family visits at 2 PM today.

Maria: Thank you. I’ll note that in her medical chart. Any other concerns?

Sarah: Mr. Davis showed some anger yesterday when asked to take his medication. Use empathy when approaching him – he’s frustrated about his condition.

Maria: I’ll be patient and understanding. Thanks for the detailed report!

---

Dialogue 2: Assisting a Resident with Aphasia

Setting: A resident’s room during daily care

Tom (CNA): Good morning, Mrs. Chen. I’m Tom, your nursing assistant today.

Mrs. Chen: [Points to herself and shakes her head, looking frustrated]

Tom: I can see you’re trying to tell me something. I know you have aphasia, which makes speaking difficult. That must be very frustrating for you.

Mrs. Chen: [Nods vigorously and points to the bathroom]

Tom: Ah, you need to use the bathroom! Thank you for showing me. Your body language helped me understand. Let me help you get there safely.

Mrs. Chen: [Smiles and pats Tom’s hand]

Tom: You’re welcome! Communication isn’t just about words – we’re doing great together. I have empathy for how hard this must be, but you’re doing wonderfully at letting me know what you need.

---

Dialogue 3: Dealing with Family Concerns

Setting: Family conference room

Jennifer (CNA): Hello, Mr. Rodriguez. I understand you have some concerns about your mother’s care?

Mr. Rodriguez: Yes! I’m worried she’s not eating enough. She seems sad and withdrawn. Is this normal?

Jennifer: I can hear the concern in your voice tone, and I want to address your worries. Your mother may be experiencing some psychosocial adjustments to living here. This is one of her basic human needs – feeling emotionally secure.

Mr. Rodriguez: What do you mean by psychosocial?

Jennifer: Psychosocial refers to both psychological and social factors. Moving to a care facility affects both her mental state and her social connections. Some residents use defense mechanisms like withdrawal to cope with change.

Mr. Rodriguez: So she might be in denial about needing help?

Jennifer: That’s possible. Denial is common. But with time, patience, and empathy from staff and family, most residents adjust well. We’re monitoring her closely and encouraging social activities.

Mr. Rodriguez: Thank you for explaining this. I feel better understanding what she’s going through.

---

Dialogue 4: Conflict Resolution Between Staff

Setting: Nurses’ station during a shift change

Lisa (Supervisor): I need to address a conflict between you two. What happened during the medication round?

David (CNA): I was just trying to help, but Mike got defensive and said I was interfering.

Mike (CNA): I wasn’t being defensive! I was following protocol, and he made me feel like I was doing something wrong.

Lisa: I can see both of you care about providing good care. David, your message might have been misunderstood. Mike, what David said might have triggered a defense mechanism – feeling criticized when you were doing your job correctly.

David: I didn’t mean to sound critical. I was just concerned about the receiver – our resident – getting the right medication on time.

Mike: I understand that now. Maybe I was using projection – I was stressed about being behind schedule and took it out on you.

Lisa: Good self-awareness, Mike. Communication requires both a clear sender and an open receiver. Let’s practice giving feedback using “I feel” statements instead of “you did” statements.

David: That makes sense. Mike, I should have said “I’m concerned about the timing” instead of “You’re taking too long.”

Mike: And I should have explained I was being careful rather than getting defensive. Thanks for helping us work this out.

Lisa: Excellent! This is how we maintain a positive work environment for both staff and residents.

---

Key Vocabulary Highlighted:

• Communication terms: verbal/non-verbal communication, sender, receiver, message
• Emotional concepts: empathy, sympathy, anger, defense mechanisms, denial, projection
• Healthcare settings: medical chart, report, family, personal space, basic human needs
• Interpersonal skills: body language, voice tone, conflict resolution, psychosocial needs
• Medical conditions: aphasia, dysphasia (communication disorders)

Discussion Questions:

1. How do CNAs adapt their communication style for residents with aphasia?
2. What defense mechanisms might residents use when adjusting to care facilities?
3. Why is empathy more helpful than sympathy in healthcare settings?
4. How can non-verbal communication be just as important as verbal communication?