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Communication And
Interpersonal Skills
Nurse Aide I Course
Introduction
Nurse aides communicate with
residents, families, visitors and
co-workers.
• Prejudices
• Frustrations
• Attitudes
• Life Experiences
• A message
• A sender
• A receiver
• Show interest
• Hear message
• Do not interrupt
• Ask appropriate questions for
clarification
• Labeling
• Talking too fast
• Avoiding eye contact
• Belittling a resident’s feelings
• Physical distance
• Determined by
– Standards and values
– Culture and environment
– Heredity
– Interests
• Determined by
– Feelings and stress
– Expectations others
have for us
– Past experiences
• Display patience
and tolerance
• Make an effort to
be understanding
• Do things the
residents’ way, when
possible
• Anticipate their needs
• Give good care
• Ask for their opinions
DHSR Approved Curriculum-Unit 2 26
Treat Residents As Unique
Individuals
(continued)
• Body language
– Posture
– Gestures
– Level of activity
– Facial expressions
– Appearance
– Touch
DHSR Approved Curriculum-Unit 2 30
Verbal Communication
• Exercise patience
• Allow time for resident
to say things
• Sit quietly with resident
• Return repeatedly until
resident responds
DHSR Approved Curriculum-Unit 2 53
2.3.8 Identify actions that would
facilitate communication with
residents with memory loss.
• Encourage to talk
• Talk about things resident
remembers
• Ask one question at a
time, containing one
thought
Observe resident’s
environment and
report safety
hazards
• Reporting or
communicating orally
• Body language
• Written communications
DHSR Approved Curriculum-Unit 2 77
Written Communications:
Resident Care Plans
• Includes information
from all disciplines
providing direct service
to residents
• Confidential information
available only to health
care workers involved in
care of resident