Communication and Interpersonal Skills
What you must understand
Communication is a skill tested as much as a fact set. Know the difference between open-ended questions (which invite description and feeling) and closed questions (yes/no, used when you need a specific fact or when the resident has difficulty speaking). Know active listening: facing the resident, eye contact at their level, nodding, restating what you heard, and asking for clarification rather than assuming. Know the barriers: hearing loss, aphasia, dementia, vision loss, language differences, fear, pain, and background noise.
Traps
Hearing impairment. Wrong: shout. Right: reduce noise, get on the same level, face them, make sure the hearing aid is on and the battery works, speak clearly and slightly lower in pitch, and rephrase instead of repeating the same words louder. Aphasia. Allow time, do not finish sentences, use yes/no questions, gestures, and picture boards. Dementia. Do not argue with a false belief; redirect and reassure. Family in the room. Address the resident directly, not the relative who answers for them. Confidentiality. Report changes to the nurse, not to the resident in the next bed.
Rule of thumb
Whoever the care is for is the person you talk to. If a daughter says 'Mom doesn't want to get up,' verify with Mom when she can respond.
Worked example
A resident with a hearing aid does not respond. First check the aid is seated, switched on, and the battery is working; then face them, reduce the TV, and speak clearly. That sequence - equipment, environment, technique - answers most hearing questions.