{"id":11,"date":"2025-08-14T06:22:24","date_gmt":"2025-08-14T06:22:24","guid":{"rendered":"https:\/\/vesl.us\/aesl740\/?page_id=11"},"modified":"2026-01-18T12:57:53","modified_gmt":"2026-01-18T12:57:53","slug":"module-3","status":"publish","type":"page","link":"https:\/\/vesl.us\/aesl740\/module-3\/","title":{"rendered":"Module 3"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>Module 3: Communication\/Interpersonal Skills<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/vesl.us\/aesl740\/wp-content\/uploads\/sites\/3\/2026\/01\/Module-3.mp3\"><\/audio><\/figure>\n\n\n\n<p><strong>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\u2019s\/residents\u2019 families and guests, and other members of the health care team.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Module 3 Study Tool:<\/strong> <a href=\"https:\/\/claude.ai\/public\/artifacts\/31dea009-8fd9-40a9-93f1-9660ee277df9\">https:\/\/claude.ai\/public\/artifacts\/31dea009-8fd9-40a9-93f1-9660ee277df9<\/a><\/h2>\n\n\n\n<p>Performance Standards (Objectives): <strong>Define key terminology:<\/strong><\/p>\n\n\n\n<p>1. Anger<\/p>\n\n\n\n<p>2. Aphasia<\/p>\n\n\n\n<p>3. Basic human need<\/p>\n\n\n\n<p>4. Body language<\/p>\n\n\n\n<p>5. Communication<\/p>\n\n\n\n<p>6. Conflict<\/p>\n\n\n\n<p>7. Conversion<\/p>\n\n\n\n<p>8. Defense mechanisms<\/p>\n\n\n\n<p>9. Denial<\/p>\n\n\n\n<p>10. Displacement<\/p>\n\n\n\n<p>11. Dyslexia<\/p>\n\n\n\n<p>12. Dysphasia<\/p>\n\n\n\n<p>13. Empathy<\/p>\n\n\n\n<p>14. Family<\/p>\n\n\n\n<p>15. Identification<\/p>\n\n\n\n<p>16. Medical chart<\/p>\n\n\n\n<p>17. Message<\/p>\n\n\n\n<p>18. Myth<\/p>\n\n\n\n<p>19. Non-verbal communication<\/p>\n\n\n\n<p>20. Personal space<\/p>\n\n\n\n<p>21. Physiological<\/p>\n\n\n\n<p>22. Projection<\/p>\n\n\n\n<p>23. Psychosocial<\/p>\n\n\n\n<p>24. Rationalization<\/p>\n\n\n\n<p>25. Receiver<\/p>\n\n\n\n<p>26. Regression<\/p>\n\n\n\n<p>27. Report<\/p>\n\n\n\n<p>28. Repression<\/p>\n\n\n\n<p>29. Sender<\/p>\n\n\n\n<p>30. Sublimation<\/p>\n\n\n\n<p>31. Substitution<\/p>\n\n\n\n<p>32. Sympathy<\/p>\n\n\n\n<p>33. Verbal communication<\/p>\n\n\n\n<p>34. Voice pitch<\/p>\n\n\n\n<p>35. Voice tone<\/p>\n\n\n\n<p><strong>Patient, resident, and client are synonymous terms referring to the person receiving care<\/strong><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h1 class=\"wp-block-heading\">CNA Module 3 Communication\/Interpersonal Skills Vocabulary Sentences<\/h1>\n\n\n\n<p>Here are sentences for each vocabulary word to help you prepare for your CNA California Exam:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>When a resident shows <strong>anger<\/strong> toward staff, it&#8217;s important to remain calm and try to understand what might be causing their feelings of displeasure.<\/li>\n\n\n\n<li>After Mrs. Johnson&#8217;s stroke, she developed <strong>aphasia<\/strong> and lost her ability to communicate through speech, so we use picture boards to help her express her needs.<\/li>\n\n\n\n<li>As a CNA, you must help residents meet their <strong>basic human needs<\/strong> including food, shelter, safety, and social connection according to Maslow&#8217;s hierarchy.<\/li>\n\n\n\n<li>Pay attention to residents&#8217; <strong>body language<\/strong> &#8211; crossed arms, frowning, or turning away can tell you how they&#8217;re feeling without words.<\/li>\n\n\n\n<li>Effective <strong>communication<\/strong> between CNAs and residents involves sharing information through speech, writing, and nonverbal actions.<\/li>\n\n\n\n<li>When there&#8217;s <strong>conflict<\/strong> between family members about a resident&#8217;s care, listen to both sides and report the disagreement to your supervisor.<\/li>\n\n\n\n<li><strong>Conversion<\/strong> disorder may cause a resident to develop physical symptoms like headaches when they cannot express emotional stress.<\/li>\n\n\n\n<li>People use <strong>defense mechanisms<\/strong> like denial or anger to protect themselves from feelings of shame, anxiety, or humiliation.<\/li>\n\n\n\n<li><strong>Denial<\/strong> is common when residents refuse to accept their diagnosis or need for care &#8211; be patient and supportive during this process.<\/li>\n\n\n\n<li><strong>Displacement<\/strong> occurs when a resident takes their frustration with their illness out on you instead of addressing the real problem.<\/li>\n\n\n\n<li>Residents with <strong>dyslexia<\/strong> may have difficulty reading medication labels because they transpose letters and mix up word sequences.<\/li>\n\n\n\n<li><strong>Dysphasia<\/strong> makes it hard for stroke patients to communicate through speech or writing, so speak slowly and give them time to respond.<\/li>\n\n\n\n<li>Show <strong>empathy<\/strong> by trying to understand how frightening it must feel for residents to lose their independence and need help with daily tasks.<\/li>\n\n\n\n<li><strong>Family<\/strong> includes not only blood relatives but also close friends who provide emotional support and care for the resident.<\/li>\n\n\n\n<li><strong>Identification<\/strong> happens when residents pattern their behavior after someone they admire, like copying a favorite nurse&#8217;s positive attitude.<\/li>\n\n\n\n<li>Always document your observations accurately in the resident&#8217;s <strong>medical chart<\/strong>, which is a legal record of all their care and treatment.<\/li>\n\n\n\n<li>Make sure your <strong>message<\/strong> is clear when reporting to nurses &#8211; provide specific information about what you observed and when.<\/li>\n\n\n\n<li>Don&#8217;t believe every <strong>myth<\/strong> about aging &#8211; many older adults remain mentally sharp and can learn new skills throughout their lives.<\/li>\n\n\n\n<li><strong>Non-verbal communication<\/strong> like gentle touch, eye contact, and facial expressions can be just as important as the words you speak.<\/li>\n\n\n\n<li>Respect each resident&#8217;s <strong>personal space<\/strong> by asking permission before entering their comfort zone for care activities.<\/li>\n\n\n\n<li><strong>Physiological<\/strong> needs like breathing, eating, and sleeping are the most basic physical functions required for survival.<\/li>\n\n\n\n<li><strong>Projection<\/strong> occurs when residents blame others for their own feelings &#8211; a confused resident might say &#8220;You&#8217;re angry!&#8221; when they&#8217;re actually upset.<\/li>\n\n\n\n<li>Consider the <strong>psychosocial<\/strong> factors affecting residents, including how their relationships and social environment impact their emotional well-being.<\/li>\n\n\n\n<li><strong>Rationalization<\/strong> helps residents cope by finding logical explanations for difficult situations, like saying &#8220;I&#8217;m better off here anyway.&#8221;<\/li>\n\n\n\n<li>As the <strong>receiver<\/strong> of a resident&#8217;s message, listen carefully and ask questions to make sure you understand their needs correctly.<\/li>\n\n\n\n<li><strong>Regression<\/strong> may cause adult residents to act childish when they&#8217;re scared or stressed, asking for their parents or favorite toys.<\/li>\n\n\n\n<li>Give a complete <strong>report<\/strong> to the incoming shift, including all observations about residents&#8217; physical condition and behavior changes.<\/li>\n\n\n\n<li><strong>Repression<\/strong> involves unconsciously forgetting painful memories or experiences that are too difficult to handle.<\/li>\n\n\n\n<li>As the <strong>sender<\/strong> of information, speak clearly and check that your message was understood by asking the receiver to repeat it back.<\/li>\n\n\n\n<li><strong>Sublimation<\/strong> allows residents to channel difficult emotions into positive activities, like expressing anger through art therapy instead of yelling.<\/li>\n\n\n\n<li><strong>Substitution<\/strong> helps residents replace unattainable goals with realistic ones, like focusing on small improvements rather than complete recovery.<\/li>\n\n\n\n<li><strong>Sympathy<\/strong> means you feel sorry for residents&#8217; suffering, while empathy means you try to understand their experience.<\/li>\n\n\n\n<li>Use <strong>verbal communication<\/strong> to explain procedures, provide comfort, and share important information with residents and their families.<\/li>\n\n\n\n<li>Your <strong>voice pitch<\/strong> &#8211; how high or low your voice sounds &#8211; should be pleasant and not too high, which might sound childish to adult residents.<\/li>\n\n\n\n<li>Your <strong>voice tone<\/strong> &#8211; the character and feeling in your voice &#8211; should always be respectful, kind, and professional when speaking with residents.<\/li>\n<\/ol>\n\n\n\n<h1 class=\"wp-block-heading\">Module 3: 4 CNA Communication Dialogues for English Learners<\/h1>\n\n\n\n<h2 class=\"wp-block-heading\">Dialogue 1: Morning Report<\/h2>\n\n\n\n<p><strong>Setting<\/strong>: Beginning of shift in a nursing facility<\/p>\n\n\n\n<p><strong>Maria (CNA)<\/strong>: Good morning, Sarah. I&#8217;m here for the morning <strong>report<\/strong>. How was the night shift?<\/p>\n\n\n\n<p><strong>Sarah (Night Shift CNA)<\/strong>: Good morning! Let me update you on our residents. Mrs. Johnson in room 12 has <strong>aphasia<\/strong> after her stroke, so <strong>communication<\/strong> is challenging. Remember to speak slowly and use simple words.<\/p>\n\n\n\n<p><strong>Maria<\/strong>: I understand. Does she use <strong>non-verbal communication<\/strong> like gestures?<\/p>\n\n\n\n<p><strong>Sarah<\/strong>: Yes, she nods and points. Also, be aware of her <strong>personal space<\/strong> &#8211; she gets anxious when people stand too close. Her <strong>family<\/strong> visits at 2 PM today.<\/p>\n\n\n\n<p><strong>Maria<\/strong>: Thank you. I&#8217;ll note that in her <strong>medical chart<\/strong>. Any other concerns?<\/p>\n\n\n\n<p><strong>Sarah<\/strong>: Mr. Davis showed some <strong>anger<\/strong> yesterday when asked to take his medication. Use <strong>empathy<\/strong> when approaching him &#8211; he&#8217;s frustrated about his condition.<\/p>\n\n\n\n<p><strong>Maria<\/strong>: I&#8217;ll be patient and understanding. Thanks for the detailed report!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Dialogue 2: Assisting a Resident with Aphasia<\/h2>\n\n\n\n<p><strong>Setting<\/strong>: A resident&#8217;s room during daily care<\/p>\n\n\n\n<p><strong>Tom (CNA)<\/strong>: Good morning, Mrs. Chen. I&#8217;m Tom, your nursing assistant today.<\/p>\n\n\n\n<p><strong>Mrs. Chen<\/strong>: [Points to herself and shakes her head, looking frustrated]<\/p>\n\n\n\n<p><strong>Tom<\/strong>: I can see you&#8217;re trying to tell me something. I know you have <strong>aphasia<\/strong>, which makes speaking difficult. That must be very frustrating for you.<\/p>\n\n\n\n<p><strong>Mrs. Chen<\/strong>: [Nods vigorously and points to the bathroom]<\/p>\n\n\n\n<p><strong>Tom<\/strong>: Ah, you need to use the bathroom! Thank you for showing me. Your <strong>body language<\/strong> helped me understand. Let me help you get there safely.<\/p>\n\n\n\n<p><strong>Mrs. Chen<\/strong>: [Smiles and pats Tom&#8217;s hand]<\/p>\n\n\n\n<p><strong>Tom<\/strong>: You&#8217;re welcome! <strong>Communication<\/strong> isn&#8217;t just about words &#8211; we&#8217;re doing great together. I have <strong>empathy<\/strong> for how hard this must be, but you&#8217;re doing wonderfully at letting me know what you need.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Dialogue 3: Dealing with Family Concerns<\/h2>\n\n\n\n<p><strong>Setting<\/strong>: Family conference room<\/p>\n\n\n\n<p><strong>Jennifer (CNA)<\/strong>: Hello, Mr. Rodriguez. I understand you have some concerns about your mother&#8217;s care?<\/p>\n\n\n\n<p><strong>Mr. Rodriguez<\/strong>: Yes! I&#8217;m worried she&#8217;s not eating enough. She seems sad and withdrawn. Is this normal?<\/p>\n\n\n\n<p><strong>Jennifer<\/strong>: I can hear the concern in your <strong>voice tone<\/strong>, and I want to address your worries. Your mother may be experiencing some <strong>psychosocial<\/strong> adjustments to living here. This is one of her <strong>basic human needs<\/strong> &#8211; feeling emotionally secure.<\/p>\n\n\n\n<p><strong>Mr. Rodriguez<\/strong>: What do you mean by psychosocial?<\/p>\n\n\n\n<p><strong>Jennifer<\/strong>: <strong>Psychosocial<\/strong> refers to both psychological and social factors. Moving to a care facility affects both her mental state and her social connections. Some residents use <strong>defense mechanisms<\/strong> like withdrawal to cope with change.<\/p>\n\n\n\n<p><strong>Mr. Rodriguez<\/strong>: So she might be in <strong>denial<\/strong> about needing help?<\/p>\n\n\n\n<p><strong>Jennifer<\/strong>: That&#8217;s possible. <strong>Denial<\/strong> is common. But with time, patience, and <strong>empathy<\/strong> from staff and <strong>family<\/strong>, most residents adjust well. We&#8217;re monitoring her closely and encouraging social activities.<\/p>\n\n\n\n<p><strong>Mr. Rodriguez<\/strong>: Thank you for explaining this. I feel better understanding what she&#8217;s going through.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Dialogue 4: Conflict Resolution Between Staff<\/h2>\n\n\n\n<p><strong>Setting<\/strong>: Nurses&#8217; station during a shift change<\/p>\n\n\n\n<p><strong>Lisa (Supervisor)<\/strong>: I need to address a <strong>conflict<\/strong> between you two. What happened during the medication round?<\/p>\n\n\n\n<p><strong>David (CNA)<\/strong>: I was just trying to help, but Mike got defensive and said I was interfering.<\/p>\n\n\n\n<p><strong>Mike (CNA)<\/strong>: I wasn&#8217;t being defensive! I was following protocol, and he made me feel like I was doing something wrong.<\/p>\n\n\n\n<p><strong>Lisa<\/strong>: I can see both of you care about providing good care. David, your <strong>message<\/strong> might have been misunderstood. Mike, what David said might have triggered a <strong>defense mechanism<\/strong> &#8211; feeling criticized when you were doing your job correctly.<\/p>\n\n\n\n<p><strong>David<\/strong>: I didn&#8217;t mean to sound critical. I was just concerned about the <strong>receiver<\/strong> &#8211; our resident &#8211; getting the right medication on time.<\/p>\n\n\n\n<p><strong>Mike<\/strong>: I understand that now. Maybe I was using <strong>projection<\/strong> &#8211; I was stressed about being behind schedule and took it out on you.<\/p>\n\n\n\n<p><strong>Lisa<\/strong>: Good self-awareness, Mike. <strong>Communication<\/strong> requires both a clear <strong>sender<\/strong> and an open <strong>receiver<\/strong>. Let&#8217;s practice giving feedback using &#8220;I feel&#8221; statements instead of &#8220;you did&#8221; statements.<\/p>\n\n\n\n<p><strong>David<\/strong>: That makes sense. Mike, I should have said &#8220;I&#8217;m concerned about the timing&#8221; instead of &#8220;You&#8217;re taking too long.&#8221;<\/p>\n\n\n\n<p><strong>Mike<\/strong>: And I should have explained I was being careful rather than getting defensive. Thanks for helping us work this out.<\/p>\n\n\n\n<p><strong>Lisa<\/strong>: Excellent! This is how we maintain a positive work environment for both staff and residents.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Key Vocabulary Highlighted:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Communication<\/strong> terms: verbal\/non-verbal communication, sender, receiver, message<\/li>\n\n\n\n<li><strong>Emotional concepts<\/strong>: empathy, sympathy, anger, defense mechanisms, denial, projection<\/li>\n\n\n\n<li><strong>Healthcare settings<\/strong>: medical chart, report, family, personal space, basic human needs<\/li>\n\n\n\n<li><strong>Interpersonal skills<\/strong>: body language, voice tone, conflict resolution, psychosocial needs<\/li>\n\n\n\n<li><strong>Medical conditions<\/strong>: aphasia, dysphasia (communication disorders)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Discussion Questions:<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>How do CNAs adapt their communication style for residents with aphasia?<\/li>\n\n\n\n<li>What defense mechanisms might residents use when adjusting to care facilities?<\/li>\n\n\n\n<li>Why is empathy more helpful than sympathy in healthcare settings?<\/li>\n\n\n\n<li>How can non-verbal communication be just as important as verbal communication?<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Module 3: Communication\/Interpersonal Skills Statement of Purpose: The purpose of this unit is to introduce concepts and skills<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-11","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/pages\/11","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/comments?post=11"}],"version-history":[{"count":5,"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/pages\/11\/revisions"}],"predecessor-version":[{"id":256,"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/pages\/11\/revisions\/256"}],"wp:attachment":[{"href":"https:\/\/vesl.us\/aesl740\/wp-json\/wp\/v2\/media?parent=11"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}