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Biology
10th -
12thgrade
Chapter 4: Communication and Cultural Diversity Exam
67 questions
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- 1. Multiple Choice
When caring for a resident with visual impairment, how should an NA leave the bathroom door when leaving the room?
Halfway open
Either completely open or completely closed
Partially closed
However it was when she entered the room
- 2. Multiple Choice
Which of the following statements is true?
Verbal communication is guaranteed to be accurate because words always mean the same thing.
Verbal communication includes gestures and body language.
Verbal communication can be misunderstood if each person interprets the same words differently.
Verbal communication is made more effective by the use of clichés, as these are phrases everyone understands.
- 3. Multiple Choice
Melody, a nursing assistant, considers herself a warm and friendly person. She looks residents in the eye and often gently touches a shoulder or strokes an arm as she talks to them. A new resident, Mr. Peltola, looks away and moves toward the other side of the bed when Melody enters his room. What might Melody do to address Mr. Peltola’s discomfort?
She should explain to him politely that she is just trying to be friendly and that she hopes he will get used to it.
She should report to the nurse that he is upset and might need to talk to a social worker.
She should care for him kindly, but without touching him unnecessarily and avoiding direct eye contact.
She should ignore his behavior and continue to care for him as she cares for every other resident.
- 4. Multiple Choice
Which of the following is true of the three-step communication model?
People take turns in the role of sender and receiver.
Providing feedback is the least important part of the process.
The three steps occur only once in any given conversation.
The sender’s primary role is to listen.
- 5. Multiple Choice
Which of the following locations would be the best place for an NA to share an important observation about a resident with the charge nurse?
Any location is fine; the information should be shared as soon as the NA sees the charge nurse
In the hallway, where only the resident and his next-door and across-the-hall neighbors can hear
In the employee break room
In a private area where others cannot over- hear
- 6. Multiple Choice
Angelo, a nursing assistant, notices that Mrs. Sugimoto is pale and that the skin on her forehead is unusually cool and clammy. He can tell her breathing is faster and more shallow than usual. Which senses has he used in observing Mrs. Sugimoto?
Sight and smell
Sight, touch, and hearing
Sight, touch, smell, and hearing
Touch and hearing
- 7. Multiple Choice
What is the most important reason to document immediately after providing care?
Failure to document immediately could result in serious legal trouble for the nursing assistant
It is hard to remember care that was provided to a resident after caring for several other residents.
Not documenting immediately could lead to mistakes in the resident’s care, and cause harm to the resident..
Supervisors will be very upset about failure to document immediately
- 8. Multiple Choice
An incident report may also be called a(n)
Sentinel event
Occurrence report
Drastic measure
Resident care plan
- 9. Multiple Choice
Mr. Clark wears hearing aids in both ears. Lately he has seemed withdrawn and less communicative. When Martha, a nursing assistant, comes in to serve his breakfast, he is looking out the window and does not seem to hear her enter. What could Martha do to help Mr. Clark?
Knock on his overbed table and shout so that he is sure to hear her
Take his hearing aids out and soak them in alcohol to remove earwax deposits
Report to the nurse that his hearing aids do not seem to be working well
Tell his daughter that she should get him new hearing aids
- 10. Multiple Choice
When a resident has had a stroke, she may laugh or cry without any obvious reason, or at inappropriate times. This is called
Emotional lability
Loss of cognitive abilities
Dysphagia
One-sided neglect
- 11. Multiple Choice
Why is feedback especially important when communicating with the elderly?
Because elderly people tend to be insecure and feedback is reassuring to them
Because elderly people are not as intelligent as younger people
Because, due to illness or impairments, communication with elderly people may be more easily misunderstood; feedback
ensures that residents understand messages
Because all elderly people are hard of hearing
- 12. Multiple Choice
Shona is giving Mr. Cernak a bed bath. Every time she gently lifts one of Mr. Cernak’s limbs, he takes a quick, sharp breath. Shona asks him if she is hurting him but he says he is fine. What would be the best thing for her to say next?
“If it doesn’t hurt, please stop taking those sharp breaths. It’s distracting me.”
“Mr. Cernak, I know you told me that I’m not hurting you, but I’m concerned because you’re taking sharp breaths every
time I touch you. It’s OK for you to tell me if you’re in pain.”
“I’m going to let the nurse know there’s something wrong that you’re not telling me.”
“You must really hate bed baths. I’ll hurry to get it over with quickly.”
- 13. Multiple Choice
Which of the following is true about nursing assistants sharing private resident information with other staff members?
Any staff member can hear private information about any resident.
Only the charge nurse should ever hear private information about residents.
Private information should only be shared with staff members who need that information to care for the resident.
Nursing assistants are never responsible for sharing personal resident information with any other staff member.
- 14. Multiple Choice
Which of the following is a statement of fact?
“Mrs. Osgood looks uptight today.”
“Mrs. Osgood’s blood pressure is higher today compared to yesterday.”
“Mrs. Osgood is going to have a heart attack if she does not relax.”
“Mrs. Osgood gets worked up easily.”
- 15. Multiple Choice
How should a nursing assistant respond to a resident whose body language communicates that she is sad?
She should act especially cheerful to brighten the resident’s spirits.
She should proceed as usual; the resident’s mood is her private business.
She should mirror the resident’s body language to make the resident feel she is not alone.
She should gently ask the resident if she is sad or has something she would like to talk about.
- 16. Multiple Choice
A resident has just received news that her wife has died unexpectedly. What would be an
empathetic response from a nursing assistant?
“I know exactly how you feel. My grandma died last year.”
“At least she didn’t suffer.”
“She’s in a better place now.”
“I’m so sorry. This must be very painful for you.”
- 17. Multiple Choice
Cultural background may influence
Nonverbal communication only
Verbal communication only
Both nonverbal and verbal communication
Cultural background does not make any difference in how people communicate
- 18. Multiple Choice
Olivia, an NA, sees that a resident assigned to a different NA has used his call light, but
the other NA does not seem to be responding. What should Olivia do?
Go and see what the resident needs
Find the NA who is assigned to the resident and tell her the resident needs help
Tell the charge nurse that the other NA is not doing her job
Continue with her work; this is the other NA’s responsibility
- 19. Multiple Choice
By what name should a nursing assistant call a new resident, unless the resident requests something different?
By the resident’s first name
By a warm nickname like sweetheart or
honey
By Mr., Mrs., or Ms., followed by the resident’s last name
By a nickname based on the resident’s appearance
- 20. Multiple Choice
Which of these postures generally indicates that a person is interested in and paying close attention to a conversation?
Leaning forward
Standing back
Folding arms
Crossing legs
- 21. Multiple Choice
Mrs. Castillo cannot always remember the English words for things, and sometimes uses Spanish words instead. Lily understands some Spanish, but isn’t always sure what Mrs. Castillo is saying. What should Lily do?
Help Mrs. Castillo work on her English so there is less chance of misunderstanding
Make her best guess as to what Mrs.
Castillo is saying
Take a Spanish class so she can learn to understand Mrs. Castillo
Ask a family member or a staff member who speaks Spanish to help her understand
- 22. Multiple Choice
In a healthcare setting, another word for subjective information is
Fact
Opinion
Symptom
Diagnosis
- 23. Multiple Choice
What does the abbreviation prn mean?
Presented by a registered nurse
As needed
Twice a day
Possible retrograde negativity
- 24. Multiple Choice
With whom is it acceptable for a nursing assistant to use medical terminology and abbreviations?
With residents’ visitors
With care team members and residents
With care team members, residents, and their families
With care team members
- 25. Multiple Choice
As Frank, a nursing assistant, cares for Mrs. Schumpert, he notices that she is drifting in and out of consciousness. This is not a usual situation for her. What should Frank do?
Hold a cool, damp cloth to her forehead
Continue to provide care, and note the changes in consciousness in her chart
Report the changes in consciousness to a nurse immediately
Say her name loudly every time she drifts off
- 26. Multiple Choice
When a nurse or other member of the care team gives an NA an oral report about a resident, what should the NA do?
Listen closely, not taking any notes so as not to be distracted
Page through the resident’s chart while the other person talks
Never break the other person’s train of thought by asking questions
Take notes and ask questions about any- thing he does not understand
- 27. Multiple Choice
A medical chart is considered in court to be
A general outline of the care a resident has received
A legal document of the care a resident has received
Subjective information and opinions about a resident
One source of information about the care a resident has received, to be supplemented by what the care team says they actually did
- 28. Multiple Choice
A flow sheet may also be called
An ADL (activities of daily living) sheet
An admission sheet
An I&O sheet
Progress notes
- 29. Multiple Choice
June is a nursing assistant. She has the following conversation with Mr. Pepin, a resident: June: Good morning! How are you today,
Mr. Pepin?
Mr. Pepin: Guess I’m OK.
June: Well, you sound a little blue. Is some- thing bothering you?
Mr. Pepin: It’s nothing, really. Just my leg again.
What would be the best response from June?
“Can you tell me more about that, Mr. Pepin?"
“It’s never fun to be in pain. I’m sorry you’re having a hard morning.
” “I’ll get you some Tylenol.”
“I guess it could be worse.”
- 30. Multiple Choice
For times between 1:00 pm and 11:59 pm, which number must be added to the hours to convert to military time?
10
12
14
2
- 31. Multiple Choice
If a nursing assistant makes a mistake in handwritten documentation, how should she correct it?
By erasing it, then writing in the correct information
By using correction fluid to cover the mistake, then writing in the correct information
By orally reporting the correct information to the nurse
By crossing the information out with a single line, then writing the correct information
- 32. Multiple Choice
After caring for a resident, an NA documents that she observed several raised patches of skin on the inside of the resident’s thighs. This is an example of
Objective information
Subjective information
Opinion
Hearsay
- 33. Multiple Choice
Marcie enters Mrs. Washington’s room and finds her unconscious in her bed and bleeding heavily from a gash in her forehead. She notifies the nurse immediately. What would be the best way for Marcie to document this in her incident report?
“Mrs. Washington fell and hit her head hard, then climbed back in bed and passed out.”
“Mrs. Washington must have blacked out and knocked her head on her overbed table.”
“Mrs. Washington was found unconscious in bed, actively bleeding from a wound in her forehead.”
“I think Mrs. Washington had a heart attack, which would explain the head wound.”
- 34. Multiple Choice
What information may a nursing assistant give out about a resident over the phone?
The resident’s room number and the number of his direct line
The resident’s current state of health
The phone number of the resident’s closest family member
No information at all
- 35. Multiple Choice
When a nursing assistant is pressed for time but has to answer the phone, he should
Skip identifying himself by name
Inform the caller that she will have to call back later
Identify himself by name and position, and identify the facility
Answer with the facility’s name and the words, “Please hold,” and then place the caller on hold
- 36. Multiple Choice
Why might a facility use computers for documentation?
Because it can be faster and more accurate than documenting by hand
Because it allows care team members to check their e-mail when they are between residents
Because it is impossible to falsify documentation on a computer
Because everyone finds computers easier to use than paper documentation systems
- 37. Multiple Choice
Eileen has always had a positive relationship with Mrs. Brinkman. Today when Eileen is serving Mrs. Brinkman’s lunch, Mrs. Brinkman becomes very angry, throws her tray on the floor, and shouts at Eileen for serving her food she dislikes. Which of the following would be the best response by Eileen?
Eileen should immediately leave the room.
Eileen should quietly say, “I thought we were friends. This is a real disappointment.”
Eileen should take a step back and say, “I can see you’re feeling upset. Is there anything I can do to make things better?”
Eileen should hold Mrs. Brinkman’s hands down and say, “Calm yourself, Mrs. Brinkman. You’re going to be OK.”
- 38. Multiple Choice
Why is it important for a nursing assistant not to overreact when a resident behaves inappropriately?
It may actually reinforce the behavior.
Other residents may then copy the behavior.
The NA’s supervisor will be angry with him.
The NA might surprise the resident.
- 39. Multiple Choice
What is the best way a nursing assistant can respond to a combative resident?
The NA should tell the resident that he will be discharged from the facility if he does not stop what he is doing.
The NA should let the resident know that other NAs will refuse to care for him if he continues the behavior.
The NA should remain calm and lower the tone of her voice.
The NA should stand as close as possible to the resident.
- 40. Multiple Choice
What can a nursing assistant do to help with communication with a resident who has had a stroke?
The NA should ask questions that require longer answers to help keep the resident mentally active.
The NA should refuse to use pictures to communicate so that the resident will be motivated to speak more.
The NA should talk constantly so the resident won’t feel uncomfortable if speaking is difficult for him.
The NA should use smiles or gestures to convey information.
- 41. Multiple Choice
One way that an NA can help a resident who is visually impaired is to
Move the furniture to make it easier for the resident to get around
Keep the lights very low
Use the face of an imaginary clock to explain the position of objects
Walk behind the resident, lightly pushing the client forward
- 42. Multiple Choice
If a resident has a hearing impairment, the NA should
Face the resident with the light on the NA’s face
Shout so that the resident can hear the NA
Exaggerate the words so that the resident can read the NA’s lips
Face away from the resident when speaking
- 43. Multiple Choice
Why must an NA be concerned about privacy if documentation is done on a computer?
Because it is common for computer hackers to target long-term care facilities
Because the federal government is monitoring all computers in LTC facilities to ensure that HIPAA is followed
Because residents will probably try to sneak a look at other residents’ information
Because the information is confidential and somebody who is not part of the care team might see the screen
- 44. Multiple Choice
A nursing assistant may ignore a resident’s call light when
The resident uses it too often for unimportant reasons
The nursing assistant has had conflict with the resident in the past
The nursing assistant just finished giving care to that resident
Never
- 45. Multiple Choice
Which of the following is an example of proper telephone communication at work?
“Good morning, Linda Manor Care Facility, Susan Jones speaking.”
“We’re all really busy right now. You’ll have to call back later.”
“Sandra is not working today. Her cell phone number is 555-1212.”
“Jeanie no longer works here. She was fired two months ago.”
- 46. Multiple Choice
Which of the following occurrences is considered an incident and requires a report to be completed?
A resident uses the call light frequently.
A resident yells at a family member.
A resident accuses an NA of abusing her.
The NA arrives 10 minutes late to work.
- 47. Multiple Choice
Which of the following shows the correct conversion of 2:35 p.m. to military time?
2435 hours
1435 hours
2235 hours
1235 hours
- 48. Multiple Choice
Which of the following shows the correct conversion of 0530 to regular time?
(A) 12:30 a.m.
(B) 12:30 p.m.
(C) 5:30 a.m.
(D) 5:30 p.m.
- 49. Multiple Choice
Careful charting is important because
The NA does not want to get in trouble.
The resident must be able to read the chart.
The family will want to take the chart home regularly to study it.
It is the only way to guarantee clear and complete communication among the care team.
- 50. Multiple Choice
When should documentation be recorded?
Immediately after care is given
At the end of the shift
Whenever there is time
Before the care is given
- 51. Multiple Choice
The part of the word that is added to the end of a root to form a new word is called a(n)
Root
Prefix
Suffix
Abbreviation
- 52. Multiple Choice
Which of the following should an NA report about a resident to the nurse immediately?
Family fighting
Chest pain, high fever
Watching too much TV
Acting lonely
- 53. Multiple Choice
With whom should nursing assistants use medical terms and abbreviations?
Residents
Nurses
Residents’ friends
Visitors
- 54. Multiple Choice
Which of the following senses is not used in making observations?
Sight
Touch
Smell
Taste
- 55. Multiple Choice
Positive responses to cultural diversity include
Valuing and respecting each person as an individual
Seeing all people from a certain culture as being the same
Preferring people of one culture over those of other cultures
Making assumptions about a person based on stereotypes about their culture
- 56. Multiple Choice
Which of the following statements is true of touch?
All people like to be touched.
Nursing assistants do not need to touch residents.
Nursing assistants can softly pat residents’ shoulders to communicate caring.
All residents will feel more comfortable when there is little physical contact.
- 57. Multiple Choice
What is a proper way for an NA to respond if a resident does not hear her or does not understand her?
The NA should speak more quickly.
The NA should speak more softly or whisper.
The NA should speak slowly and clearly.
The NA should shout.
- 58. Multiple Choice
Why is it important for an NA to consider a resident’s cultural background when communicating with him?
It is not important to consider cultural background.
Because the resident will certainly want to tell stories about his culture.
Because the NA might know somebody with the same background and she can tell the resident about that person.
Because cultural background helps determine how people communicate and can help the NA communicate better with the resident.
- 59. Multiple Choice
Which of the following is an example of objective information?
“Mrs. Johnson says she has a rash on her torso.”
“There are raised, red marks the size of pinpricks on Mrs. Johnson’s torso.”
“Mrs. Johnson must have a rash because she looks uncomfortable.”
“Mrs. Johnson needs some lotion.”
- 60. Multiple Choice
Which of the following statements is an example of a fact?
Mrs. Silva needed help to get to the bathroom today.
Mrs. Silva needs more friends.
Mrs. Silva looks happy when her daughter visits.
Mrs. Silva is too thin.
- 61. Multiple Choice
An example of active listening is
NA looking around the room while the resident is speaking
NA finishing the resident’s sentences to make communication faster
NA focusing on the resident and providing feedback
NA talking constantly so that there are no pauses in the conversation
- 62. Multiple Choice
Which of the following are ways for NAs to avoid barriers to communication?
The NA should use slang so that the resident understands more easily.
The NA should respond with “Why?” when resident makes a statement.
The NA should use medical terminology when talking with the resident so the resident will more easily understand his condition.
The NA should ask open-ended questions that require more than yes or no responses.
- 63. Multiple Choice
Which of the following is an example of a barrier to communication?
NA uses medical terminology with the resident.
NA asks the resident to repeat a sentence.
NA speaks the same language as the resident.
NA speaks clearly using a professional tone of voice.
- 64. Multiple Choice
Types of verbal communication include
Reading
Nodding one’s head
Crossing one’s arms
Writing
- 65. Multiple Choice
Which of the following is an example of non- verbal communication?
Asking for a cookie
Pointing to a cookie
Writing a note requesting a cookie
Shouting for a cookie
- 66. Multiple Choice
Which of the following is an example of non- verbal communication?
Asking for a cookie
Pointing to a cookie
Writing a note requesting a cookie
Shouting for a cookie
- 67. Multiple Choice
What is the correct order of the three-step communication process?
Sender sends message. Receiver receives message. Receiver provides feedback.
Receiver sends message. Receiver receives message. Sender provides feedback.
Sender sends message. Sender receives message. Receiver provides feedback
Receiver sends message. Receiver receives message. Receiver provides feedback.
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