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Hubbs Pre-CNA
SP2-AP3 Powerpoint
3 forms of
• Verbal:
• Nonverbal:
• Written
• Sending messages
without using
• Using silence,
touch, or body
Sending messages using words and tone
of voice
2 parts of verbal communication
– 1. Words: What you say/ the words you use
– 2. Tone: How you say it
The sound of your voice
Effective Communication
• Give the person time to process
(understand) the information
• Repeat information as often as needed.
• Be patient. People with memory problems
often ask the same question many times.
• Best way to check for comprehension: Ask
the resident to tell you what they heard
you say.
Verbal Communication
face the person
use familiar words
speak clearly and slowly
do not use complicated medical terms
Do not shout, whisper, or mumble
Ask one question at a time. Wait for the answer.
Be aware of the loudness and tone of your voice
Give facts and be specific
Do not add extra unnecessary information
Body Language
facial expressions
eye contact
appearance (dress,
hygiene, etc.)
Be aware of your body
language !!
• Sometimes you
need to keep your
feelings inside so
they don’t show on
your face:
• Examples:
– You are helping to clean
Mrs. Smith after she
had a bowel movement
and it has a very bad
smell. Do you roll your
eyes and plug your
Your verbal communication can
send one message and your
nonverbal can send another
• Mrs. Smith may say, “I am
fine today” but you notice
her eyes are red from
crying and she is not
smiling or making direct
eye contact with you.
• Which do you believe, her
verbal or nonverbal
• “I’m fine today
Direct Questions
You need to ask the person for specific
Can use close-ended (yes/no) questions or
questions that have brief answers
Mr. Smith, do you want to shave this
When to you want to shave?
Open-ended questions
• Encourages the person to share
thoughts, feelings, or ideas.
• Example:
– Tell me about your grandson.
– What was your wife like?