Communication and Interpersonal Skills
Effective communication is central to safe care. The nursing assistant must communicate clearly with residents, families, and the care team, both verbally and in writing. Key concepts include active listening, open-ended questions, clarifying, and using the resident's preferred name. Speak at eye level, face the resident, and avoid jargon. When a resident has a hearing aid or glasses, make sure they are in place before talking.
Objective reporting matters. Describe what you observed in factual terms-what the resident said, did, and when-rather than your interpretation. For example, report "Mr. Lee said his chest feels tight and he is sweating at 2:15 p.m." rather than "Mr. Lee seems off." Use the chain of command: report to the nurse, and if the concern is urgent and unaddressed, escalate. Document promptly and accurately; never chart care you did not give or before you gave it.
Traps: questions that suggest giving medical advice, discussing a resident's condition with other residents, or sharing information with someone who is not involved in care. Confidentiality is a frequent test point. Another trap is choosing a vague report over a specific, factual one.
Worked example: A family member asks about a resident's lab results. The correct response is to explain kindly that you cannot share that information and to offer to connect them with the nurse. Rule of thumb: be specific, factual, and confidential-report observations, not opinions.