Communication is the heartbeat of nursing assistance. It’s not just about being polite; it’s about keeping your patients safe, ensuring they feel heard, and working effectively with your medical team. Did you know that communication skills account for approximately 12% of the CNA exam? That might sound small, but mastering this section often means the difference between passing and failing, especially when facing tricky scenario questions.

In this comprehensive study guide, we will break down the art of therapeutic communication, the strict rules of documentation, and the legal boundaries of HIPAA. We’ll move beyond the basics to give you the high-yield strategies you need to ace these questions and become the kind of CNA every patient wants.

💡 Quick Stat: Communication is a High Yield topic. You can expect roughly 7–9 questions on this subject alone, making it a critical area for your study focus.

Understanding Communication: Your Exam Blueprint

Communication in the CNA context covers everything from how you stand and listen to how you document a patient’s vital signs legally. It encompasses verbal and non-verbal interaction, handling conflict, and maintaining strict confidentiality.

Where This Topic Fits in Your Exam

pie showData title Communication Skills on the CNA Exam
    "Communication Skills" : 12
    "Other Exam Topics" : 88

This 12% figure represents nearly 1/8th of your entire exam score. These questions are pervasive because safe care relies entirely on accurate information transfer. If you cannot communicate effectively, you cannot provide safe care.

What You Need to Know Within Communication

flowchart TD
    MAIN["🎯 Communication Skills<br/><small>(12% of Exam)</small>"]

    MAIN --> ST1["📌 Therapeutic Techniques<br/><small>High Frequency</small>"]
    MAIN --> ST2["📌 Verbal & Non-Verbal<br/><small>High Frequency</small>"]
    MAIN --> ST3["📌 Reporting & Recording<br/><small>High Frequency</small>"]
    MAIN --> ST4["📋 Barriers to Communication<br/><small>Medium Frequency</small>"]
    MAIN --> ST5["📋 Special Populations<br/><small>Medium Frequency</small>"]
    MAIN --> ST6["📄 Conflict & Boundaries<br/><small>Low Frequency</small>"]

    style MAIN fill:#1976D2,color:#fff,stroke:#1565C0
    style ST1 fill:#c8e6c9,stroke:#4CAF50
    style ST2 fill:#c8e6c9,stroke:#4CAF50
    style ST3 fill:#c8e6c9,stroke:#4CAF50
    style ST4 fill:#fff3e0,stroke:#FF9800
    style ST5 fill:#fff3e0,stroke:#FF9800
    style ST6 fill:#f5f5f5,stroke:#9e9e9e

The “High Frequency” areas in green are your gold mine. Therapeutic techniques, Non-verbal cues, and Reporting & Recording are the concepts you will see most often. While Barriers and Special Populations are important, they appear slightly less frequently. Focus your energy on the green nodes first to maximize your score.

📋 Study Strategy: Start by mastering the difference between Objective and Subjective data. It is the foundation for both documentation and therapeutic communication questions.

High-Yield Cheat Sheet: Communication at a Glance

Before we dive deep, let’s look at the big picture. This topic is built on three main pillars: how you talk to patients, how you document care, and how you respect privacy.

mindmap
  root((Communication Skills))
    Therapeutic Techniques
      Active Listening
      Validation
      Open-Ended Questions
    Non-Verbal
      Body Language
      Eye Contact
      Touch
    Reporting & Recording
      Objective vs Subjective
      FACT Rules
      Chain of Command
    Legal & Ethics
      HIPAA
      Confidentiality
      Professional Boundaries

Quick Reference Summary

Therapeutic Techniques
This is the “art” of healing through words. It focuses on validating the patient’s feelings rather than fixing their problems or arguing with them. On the exam, look for answers that show empathy and acknowledge emotions.

Non-Verbal Communication
Actions speak louder than words. Your posture, eye contact, and facial expressions account for the majority of your message. Exam questions will test your ability to read a patient’s body language (e.g., grimacing = pain) and project a calm, open presence.

Reporting & Recording
This is the legal aspect of communication. You must distinguish between facts (Objective) and opinions (Subjective). Remember the acronym FACT: Factual, Accurate, Concise, and Timely. You must report changes to the nurse immediately and document care shortly after.

Barriers & Boundaries
These are obstacles to communication (like hearing loss or dementia) and limits to the relationship (like accepting gifts or gossiping). The exam tests your ability to adapt to impairments and strictly maintain professional and legal boundaries.

How Communication Connects to Other Exam Topics

Communication is not an island; it connects to every other topic on the exam. Understanding these links helps you answer “hybrid” questions that test multiple concepts at once.

flowchart TD
    subgraph CORE["Communication Skills"]
        A["Reporting Changes"]
        B["Privacy/Dignity"]
        C["Patient Interaction"]
    end

    subgraph RELATED["Connected Topics"]
        D["Patient Rights"]
        E["Safety/Emergency"]
        F["Infection Control"]
        G["Psychosocial Needs"]
    end

    A -->|"Informs"| E
    B -->|"Protects"| D
    C -->|"Builds Trust"| G
    C -->|"Explains Protocols"| F

    style CORE fill:#e3f2fd,stroke:#1976D2
    style RELATED fill:#f5f5f5,stroke:#757575

Why These Connections Matter

• Patient Rights: When a patient refuses care (a Right), your communication determines the outcome. You must document the refusal and report it to the nurse.
• Safety: If you notice a change in a patient’s condition (Safety), your ability to clearly communicate that change using the Chain of Command saves lives.
• Infection Control: You must communicate why you are wearing PPE or isolating a patient to reduce their anxiety and gain cooperation.

🎯 Exam Strategy: If you get a question about “refusing a bath” or “reporting a change,” treat it as a communication question first. The correct answer will almost always involve clear, respectful, and documented interaction.

What to Prioritize: High-Yield vs. Supporting Details

Not all communication concepts are created equal. To study efficiently, focus your time on the concepts that appear most frequently.

quadrantChart
    title Study Priority Matrix
    x-axis "Low Complexity" --> "High Complexity"
    y-axis "Low Yield" --> "High Yield"
    quadrant-1 "Master These"
    quadrant-2 "Know Well"
    quadrant-3 "Basic Awareness"
    quadrant-4 "Review If Time"
    "Active Listening": [0.25, 0.85]
    "Objective vs. Subjective": [0.35, 0.90]
    "Therapeutic Responses": [0.20, 0.88]
    "HIPAA Rules": [0.15, 0.80]
    "Conflict Resolution": [0.75, 0.60]
    "Cultural Sensitivity": [0.60, 0.40]
    "Aphasia Types": [0.80, 0.25]
    "Proxemics Zones": [0.40, 0.30]

Strategic Insight
Spend the majority of your time on the “Must Know” column. The distinction between Objective and Subjective data is arguably the single most common trap in the entire written exam.

🎯 Exam Tip: If you are short on time, skip the specifics of “proxemics” (distance zones) and focus entirely on HIPAA and Documentation rules.

Essential Knowledge: Communication Deep Dive

Therapeutic Communication Techniques

Therapeutic communication is a specific style of interaction designed to lower patient anxiety and build trust. Unlike social conversation, the goal here isn’t to “chat”—it’s to heal and support.

Key Concepts

• Active Listening: This means giving your full attention. Stop what you are doing, maintain eye contact, and nod or say “I see” to show you are processing their words. It involves listening to understand, not just to reply.
• Validation: This is crucial, especially with dementia patients. Validation means acknowledging the patient’s feelings as real, even if the facts are wrong. If a patient says, “I need to go pick up my kids from school,” and they are 80 years old, do not argue (“Your kids are grown”). Instead, validate (“You must be a wonderful parent. Tell me about your children”).
• Open-Ended Questions: These encourage the patient to speak more. Instead of asking “Are you in pain?” (Closed/Yes-No), ask “How are you feeling today?” or “Can you describe the pain?”

Comparison: Sympathy vs. Empathy

Exam Focus
The exam loves “Best Response” scenarios. You will be given a situation where a patient is scared, angry, or sad, and you must choose the most therapeutic response. Always eliminate options that argue (“That’s not true”), give false reassurance (“Everything will be fine”), or defend yourself (“I’m just doing my job”).

💡 Memory Tip: Sympathy keeps you at a distance like a Symbol to look at. Empathy puts you Embedded in their feelings.

Non-Verbal Communication

Research suggests that the vast majority of our message is conveyed non-verbally. Your body language can shout “I don’t have time for you” even if your words say “How can I help?”

Key Concepts

• Eye Contact: Essential for building trust, but don’t stare. Maintain a comfortable, friendly gaze.
• Posture: Lean slightly forward to show interest. Face the person squarely.
• Touch: This is powerful but must be used cautiously. Always ask permission or assess the situation first (e.g., a hand on the shoulder during bad news).
• Paraverbal Cues: This refers to your tone, pitch, and volume. It is not what you say, but how you say it. A calm, low, and steady tone is therapeutic. High-pitched or rushed voices cause anxiety.

Exam Focus
You must be able to interpret non-verbal cues of pain. Patients often hide pain verbally. Look for:

• Grimacing: Facial contortions.
• Guarding: Holding or protecting a specific body part.
• Restlessness: Inability to sit still, fidgeting.
• Moaning/Groaning: Vocalizations that aren’t words.

💡 Memory Tip: Use SOLER to remember how to sit:

• Squarely face the person
• Open posture (uncross arms/legs)
• Lean forward slightly
• Eye contact
• Relax

Reporting and Recording

Documentation is a legal record. “If it wasn’t charted, it wasn’t done” is the golden rule of healthcare.

Key Concepts

• Objective Data: Facts that are measurable and observable by anyone. Examples: “Blood pressure 120/80,” “Patient vomited 200cc green fluid,” “Skin is red and intact.”
• Subjective Data: What the patient says they feel. Examples: “I have a headache,” “My stomach hurts,” “I feel dizzy.”
• Reporting: This is the verbal update you give to the nurse. You must report changes in condition immediately.
• Recording: This is the written entry in the medical record. You record routine care and observations.

Comparison: Objective vs. Subjective Data

Exam Focus
Know the rules of charting: Use black ink, never use white-out (draw one line through error and write “error”), sign your entry, and chart immediately after care (not at the end of the shift).

💡 Memory Tip: Objective is Observable (Facts). Subjective is Said by the patient (Opinions).

Overcoming Barriers & Confidentiality

Communication barriers are anything that prevents a clear message. This includes sensory impairments, language differences, pain, and even environmental noise.

Key Concepts

• Hearing Impairments: Face the patient directly (good lighting for lip reading). Speak clearly at a normal volume—do not shout. Check hearing aids.
• Visual Impairments: Identify yourself immediately when entering the room (“Hi Mrs. Jones, it’s [Your Name]”). Explain sounds. Use the clock-face method to describe food on a plate.
• Confidentiality (HIPAA): Never discuss patients in public areas (hallways, elevators, cafeterias). Do not share patient info on social media. Only share information with staff who need to know to provide care.

Exam Focus
HIPAA violations are automatic wrong answers on the exam. If an option involves discussing a patient by name in an elevator or cafeteria, immediately eliminate it.

Common Pitfalls & How to Avoid Them

Even experienced students fall into these traps. Recognizing them is half the battle.

⚠️ Pitfall #1: The “Fix-It” Trap
❌ THE TRAP: When a patient expresses sadness (“I miss my wife”), you immediately try to solve the problem (“You’ll see her soon”) or change the subject.

✅ THE REALITY: Therapeutic communication focuses on acknowledging feelings, not fixing them. Patients often just need to be heard.

💡 QUICK FIX: Use the “Validate” technique. “I can see that you miss her very much. Would you like to tell me about her?”

⚠️ Pitfall #2: Arguing with Reality
❌ THE TRAP: Trying to convince a confused patient (“I am the President!”) that they are wrong (“No, Mr. Smith, you are a resident here”).

✅ THE REALITY: Logic does not work with impaired cognition. Arguing causes agitation and destroys trust.

💡 QUICK FIX: Don’t argue. Enter their reality. “Mr. Smith, tell me about your time in the White House.”

⚠️ Pitfall #3: “Kitchen Sink” Reporting
❌ THE TRAP: Giving the nurse a long, rambling story full of irrelevant details (“He ate his peas but not the carrots, and his grandson called…”) mixed with critical info.

✅ THE REALITY: Reports need to be concise. Irrelevant info buries the important stuff and wastes time.

💡 QUICK FIX: Stick to the FACT acronym. Focus on changes from the baseline.

⚠️ Pitfall #4: Overlooking Non-Verbal Cues
❌ THE TRAP: Accepting a patient’s verbal “I’m fine” even though they are grimacing and guarding their abdomen.

✅ THE REALITY: Non-verbal cues are often more truthful than words. Body language doesn’t lie.

💡 QUICK FIX: If body language contradicts words, trust the body language and investigate further.

⚠️ Pitfall #5: Hallway Gossip
❌ THE TRAP: Discussing a patient’s condition in the hallway because you didn’t use their full name, thinking it’s okay.

✅ THE REALITY: Any discussion of identifiable patient information (PHI) in a semi-public area is a HIPAA violation.

💡 QUICK FIX: If you wouldn’t want it posted on a billboard, don’t say it. Never discuss patients in public areas.

🎯 Remember: The exam is testing your ability to be a professional. Pitfalls are almost always resolved by being quieter, listening more, and sticking strictly to the facts.

How This Topic Is Tested: Question Patterns

The CNA exam uses predictable patterns to test your knowledge. If you can spot the pattern, you can spot the right answer.

📋 Pattern #1: The “Best Response” Scenario
WHAT IT LOOKS LIKE: A description of a patient expressing an emotion (anger, fear, sadness) or a misconception. You get 4 response options.
EXAMPLE STEM: “A resident cries out, ‘I want to go home! I hate this place!’ Which of the following is the BEST response by the nursing assistant?”
SIGNAL WORDS: “Best response” • “Most therapeutic” • “Initial action” • “Next action”
YOUR STRATEGY:

1. Eliminate options that argue, defend, or dismiss.
2. Eliminate options that give false reassurance (“It will be fine”).
3. Look for the option that validates feelings (“I can see you are upset,” “Tell me about your home”).
   ⚠️ TRAP TO AVOID: Choosing the option that makes you feel comfortable (logic) rather than the one that meets the patient’s emotional need.

📋 Pattern #2: The Documentation Detective
WHAT IT LOOKS LIKE: A charting scenario. You must identify if an entry is correct, incorrect, or what needs to be fixed.
EXAMPLE STEM: “While charting on a resident, the CNA writes: ‘Patient was very drunk and acting crazy at 1400.’ Which of the following statements is true regarding this entry?”
SIGNAL WORDS: “Charting” • “Recording” • “Documentation” • “Which entry”
YOUR STRATEGY:

1. Check for Subjective vs. Objective (“Drunk/crazy” is subjective).
2. Check for unprofessional language.
3. The answer usually involves identifying that the entry is biased or needs factual correction.
   ⚠️ TRAP TO AVOID: Focusing on the time (1400) or spelling rather than the subjective nature of the description.

📋 Pattern #3: The “Impairment Adaptation”
WHAT IT LOOKS LIKE: A scenario with a patient who has a specific impairment (hearing aid, stroke, blindness).
EXAMPLE STEM: “A resident has a hearing aid in his left ear. The CNA needs to check his ID band. Where should the CNA stand?”
SIGNAL WORDS: “Hearing impaired” • “Visual impairment” • “Aphasia” • “Stroke”
YOUR STRATEGY:

1. Identify the deficit.
2. Visual: Stand in front, identify self.
3. Hearing: Stand on the aid side or face directly for lip reading.
4. Stroke (Aphasia): Use simple yes/no questions and gestures.
   ⚠️ TRAP TO AVOID: Shouting at a deaf patient (distorts lip reading) or standing on the “weak” side of a stroke patient for visual tasks (though hearing is usually unaffected by stroke).

📋 Pattern #4: The Privacy Breach
WHAT IT LOOKS LIKE: A scenario involving the CNA discussing patient information.
EXAMPLE STEM: “The CNA is in the elevator with a friend. The friend asks, ‘How is Mr. Smith doing after his fall?’ Which response is correct?”
SIGNAL WORDS: “Elevator” • “Cafeteria” • “Hallway” • “Family member asks”
YOUR STRATEGY:

1. Recognize public spaces are NO-GO zones.
2. Select the option that declines to discuss or refers them to the nurse.
   ⚠️ TRAP TO AVOID: Thinking it’s okay to tell family members anything just because they are family (unless they are designated contacts, but even then, not in the elevator).

🎯 Pattern Recognition Tip: If a question involves a family member or friend asking for info in a public place, the answer is ALWAYS “I cannot discuss that here” or “Please speak to the nurse.”

Key Terms You Must Know

Knowing the vocabulary is half the battle. The exam writers use specific terms to test your knowledge.

Red Flag Answers: What’s Almost Always Wrong

When in doubt, eliminate answers that contain these red flags. They are rarely correct on the CNA exam.

Myth-Busters: Common Misconceptions

Don’t let these common myths trick you on exam day.

❌ Myth #1: “If a patient is confused, I must correct them so they know the truth.”
✅ THE TRUTH: Correcting a confused patient (especially with dementia) often causes agitation and distress. It is better to validate their feelings or join their reality to build trust.
📝 EXAM IMPACT: Choosing the “logical correction” answer will result in a wrong answer. You must choose the validation option.

❌ Myth #2: “Documentation is just paperwork; patient care is more important.”
✅ THE TRUTH: Documentation is a legal record of care and the primary tool for the care team to track progress. If it isn’t charted, legally, it wasn’t done.
📝 EXAM IMPACT: Students may choose “Finish feeding the patient first” over “Chart immediately” when the question asks for the correct order regarding documentation rules.

❌ Myth #3: “Families are always the enemy or a nuisance.”
✅ THE TRUTH: Families are usually anxious and scared. They are a resource for understanding the resident. Professional communication can turn a difficult family member into an ally.
📝 EXAM IMPACT: Students might choose to ignore family questions. The exam usually rewards the option that listens to family concerns and reports them to the nurse.

❌ Myth #4: “If I use big medical words, the patient will respect me more.”
✅ THE TRUTH: Medical jargon confuses and scares patients. Clear, simple language builds trust and ensures they understand their care.
📝 EXAM IMPACT: In a “Best response” question, using jargon is incorrect. The answer will be the one in plain English.

💡 Bottom Line: The exam rewards empathy, simplicity, and strict adherence to legal rules over “real-world” shortcuts or emotional reactions.

Apply Your Knowledge: Practice Scenarios

Let’s put your knowledge to the test with some realistic scenarios.

Scenario #1: The Angry Daughter
Situation: You are feeding Mrs. Jones. Her daughter storms in and yells, “Why is she eating this garbage? You people are starving her!”

Think About:

• Is this a fact or an opinion?
• What is the daughter feeling?
• Should you yell back or defend the food?

Key Principle: De-escalation and Validation. The daughter is scared and projecting.

See Application: You should remain calm, lower your voice, and validate her concern. “I can see you are very worried about your mother’s nutrition. I will make a note of your concerns and report them immediately to the nurse.”

Scenario #2: The Silent Sufferer
Situation: Mr. Smith had a stroke and has aphasia (trouble speaking). He is grimacing and pulling at his knee. You ask, “Are you in pain?” He shakes his head “no,” but keeps grimacing.

Think About:

• Are his words matching his body language?
• Which do you trust?

Key Principle: Non-verbal cues override verbal communication, especially with aphasia.

See Application: You should trust the body language (grimacing). Report to the nurse: “Mr. Smith is grimacing and guarding his knee. He is unable to verbalize pain clearly.”

Scenario #3: The Elevator Incident
Situation: You are in the elevator at the hospital. A visitor asks, “I saw my neighbor Mr. Green being brought in. Is he okay? Did he have a heart attack?”

Think About:

• Is the elevator a private space?
• Does the visitor have a “need to know”?

Key Principle: HIPAA and Confidentiality.

See Application: “I am sorry, but I cannot discuss any patient’s condition. If you are family, you can speak to the nurse at the desk.”

Frequently Asked Questions

Q: What is the difference between reporting and recording?

A: Reporting is the verbal update you give to the nurse (usually regarding changes or important events). Recording is the written entry in the chart regarding routine care and observations. Both must be factual and accurate. If you report a change (like a new rash), you must also record it in the chart.

Q: How do I talk to a resident who is hard of hearing?

A: Face the resident directly so they can read your lips. Speak clearly at a normal volume—do not shout, as it distorts your words. Reduce background noise (turn off the TV) and ensure their hearing aid is working and in place.

Q: What do I do if a patient tries to give me a gift?

A: Politely refuse. Explain that accepting gifts is against facility policy. Thank them warmly for the thought, but do not accept money or expensive items. A small cookie might be shared with the unit, but refusing is always the safest exam answer.

Q: Can I tell a patient’s wife his diagnosis?

A: Generally, no. This is medical information that the doctor or nurse should disclose. While you can confirm general status (“He is resting comfortably”), specific diagnoses and prognoses are outside your scope of practice. Always refer these questions to the nurse.

Q: A resident is yelling and swearing at me. What do I do?

A: Stay calm. Do not take it personally. Do not yell back. Ensure your safety and the safety of others. Use a low, calm voice. If the behavior continues or safety is threatened, step out of the room and call for help/report to the nurse immediately.

Q: How do I document a patient’s pain if they can’t speak?

A: Document what you observe. Look for non-verbal signs: grimacing, moaning, guarding (holding the body part), restlessness, or rubbing a specific area. Record exactly what you see (e.g., “Resident moaning and rubbing right knee”) rather than guessing a number scale.

Recommended Study Approach for Communication

Communication is a broad topic, but you can master it efficiently by focusing on high-yield areas. Here is a targeted 3-4 hour study plan.

Phase 1: Build Foundation (1 Hour)

Focus Areas:

• Definitions of Objective vs. Subjective data.
• HIPAA rules (Confidentiality).
• The Chain of Command.

Activities:

• Fact vs. Opinion Sort: Write 10 statements (e.g., “He looks sad,” “BP is 120/80”) and sort them into Objective vs. Subjective piles.
• Flashcards: Create cards for key terms (Therapeutic Communication, Validation, Empathy, HIPAA).

Phase 2: Deepen Understanding (1.5 Hours)

Focus Areas:

• Therapeutic vs. Non-Therapeutic responses.
• Non-verbal cues of pain and emotion.
• Adapting to impairments (Hearing/Visual/Stroke).

Activities:

• “Fix-It” Trap Practice: Look up common “Best Response” questions online. Identify the “fix-it” answer and the “validation” answer. Train yourself to pick validation.
• Role-Play: Practice the SOLER technique. Sit in a chair, square your shoulders, lean forward, and practice “Active Listening” with a friend or family member.

Phase 3: Apply & Test (1 Hour)

Focus Areas:

• Scenario-based questions.
• Documentation rules (Charting).

Activities:

• Practice Questions: Complete 20-30 practice questions specifically on “Communication and Interpersonal Skills.”
• Review the Red Flags: Go back to the Red Flag section. Ensure you can automatically eliminate answer choices that use “Always/Never” or argue with patients.

Phase 4: Review & Reinforce (30 Minutes)

Focus Areas:

• Mnemonics (SOLER, FACT).
• High-Yield concepts (Reporting, Validation, Pain Cues).

Activities:

• Quick Recall: Quiz yourself on the mnemonics. What does FACT stand for? What does SOLER stand for?
• Final Review: Skim the “Common Pitfalls” section one last time to keep traps fresh in your mind.

✅ You’re Ready When You Can:

• [ ] Instantly distinguish between Objective and Subjective data.
• [ ] Identify the “Therapeutic Response” in a multiple-choice scenario 90% of the time.
• [ ] List 3 non-verbal signs of pain.
• [ ] Recall the rules of HIPAA (no public discussions).
• [ ] Know what to do if a family member asks for a diagnosis (Refer to nurse).

🎯 Study Tip: Spend 50% of your time on “Therapeutic Communication” scenarios. This is the area where students lose the most points because it requires overcoming natural social instincts (like wanting to fix problems).

Skills Test Connection

Communication isn’t just for the written exam; it is a critical part of the Skills (Clinical) Exam. You are graded on how you interact with the resident during every skill.

Wrapping Up: Your Communication Action Plan

You have the tools to master this section. Remember that on the CNA exam, “communication” is not about being the most talkative person in the room. It’s about being the most accurate, empathetic, and professional.

Focus on the facts in documentation. Focus on the feelings in therapeutic interactions. And never, ever share patient information in the hallway.

Review the High-Yield Cheat Sheet, memorize your Mnemonics (SOLER and FACT), and watch out for the “Fix-It” Trap. You are ready to communicate your way to a passing grade!

🌟 Final Thought: “The most important thing in communication is hearing what isn’t said.” – Peter Drucker. On the CNA exam, trust the non-verbal cues as much as the spoken word. Good luck

More Practice Tests

CNA Practice Test
Basic Nursing Skills
Basic Restorative Skills
Personal Care Skills
Activities of Daily Living

Infection Control
Safety & Emergency Procedures
Communication Skills (you are here)
Member of a Healthcare Team
Emotional & Mental Health Needs

Priorities and Priority Setting
Data Collection and Reporting
Care of Cognitively Impaired Residents
End of Life Care
Patient Rights