Communication and Interpersonal Skills
Core concepts
Communication is a skill you are graded on, not just a courtesy. Knock, identify yourself, explain what you are about to do, and obtain consent before care. Use the resident's preferred name, speak at eye level, and keep language plain and free of medical jargon. Therapeutic communication means active listening, open-ended questions, restating, clarifying, and reflecting feelings back. It does not include false reassurance such as do not worry, giving advice, changing the subject, or discussing your own problems.
Adapt for impairments. With hearing loss, face the person, reduce background noise, speak clearly at a slightly lower pitch, and never shout. With aphasia, allow time, use yes-and-no questions, and do not finish sentences for the resident. With vision loss, announce yourself and describe what you will do before touching. Use a qualified interpreter when needed and avoid using family members for confidential information when possible.
Objectivity matters. Report what you observe to the nurse, including what the resident said, ate, or did, and document facts rather than opinions or guesses. Confidentiality is absolute: discuss residents only with the care team, never in hallways or elevators, and never on social media.
Traps
Questions test whether you would report a change to the nurse (correct) rather than to the family or the physician directly. Asking why can sound accusatory to a resident.
Rule of thumb
When a resident is upset, name the feeling before solving the problem: you seem worried about your son's visit. Then listen.