9.2 Communication and Behavioral Support
Key Takeaways
- Therapeutic communication uses respect, listening, patience, and clear language.
- Nonverbal communication matters: facial expression, posture, tone, and personal space.
- Residents with hearing, vision, aphasia, or language barriers need adapted communication.
- Behavioral escalation should be met with calm voice, safety, space, and reporting.
- Do not take resident behavior personally or respond with anger.
Communication Is A Care Skill
Communication affects safety, dignity, cooperation, and reporting. The CNA needs to understand what the resident is communicating and communicate observations to the team.
Therapeutic Techniques
Use:
- Active listening.
- Open-ended questions when possible.
- Calm tone.
- Simple words.
- Time for response.
- Respectful touch only when appropriate.
- Validation of feelings.
- Privacy for sensitive topics.
Avoid:
- Baby talk.
- Arguing.
- False reassurance.
- Interrupting.
- Talking over the resident.
- Asking "why" in an accusing way.
- Sharing personal judgments.
Hearing Impairment
Face the resident, speak clearly, lower background noise, and make sure hearing aids are in place if used. Do not shout from behind.
Vision Impairment
Identify yourself, explain surroundings, keep items in consistent locations, and describe food placement like a clock face if helpful.
Aphasia
Aphasia affects communication after stroke or brain injury. Use yes/no questions, gestures, pictures, and patience. Do not assume the resident is confused.
Behavioral Escalation
If a resident becomes angry or combative, keep yourself safe, lower stimulation, give space, speak calmly, and call for help. Report triggers and what worked.
Exam Tip
Communication answers should be respectful and specific. "Face the resident and make eye contact" is stronger than speaking rapidly or finishing sentences.
How should the CNA communicate with a resident who has hearing loss?
A resident with aphasia struggles to answer a question. What should the CNA do?