Archive for: Interviewing skills
Using effective communication practices
Communication between staff and residents occurs in a variety of ways. Beyond speech and verbal cues, people interact with each other through facial gestures, body language, attitude, and appearance. In communicating with residents, it is important to be mindful of each of these methods of expression, while combating possible hindrances such as hearing and eyesight problems, illness, stress, medications, emotions, fatigue, confusion, language or cultural differences, and even personality differences. It is also important to avoid:
- Offering your opinions. Help your residents make their own decisions. Don’t tell them what you think they should or shouldn’t do.
- Becoming Defensive. When a resident criticizes you or someone else, reflect his or her concern back to him or her so you can learn more about the problem.
- Making judgments. Instead of showing disapproval, ask the resident about his or her reasons for acting or feeling a certain way. Be open to differences of opinion.
- Asking “why.” “Why” questions make people more defensive.
- Giving empty assurances. “Everything’s going to be fine” isn’t necessarily true. Focus on helping the resident talk about his or her concerns.
This is an excerpt from HCPro’s book, The CNA Training Solution, Second Edition.
Special considerations for resident interviews
The geriatric population requires a different approach when it comes to interviewing. There are physical and cognitive considerations and social and cultural differences that must be taken into account when embarking on the geriatric resident interview.
A resident’s ability to hear, speak, and see are just a few of the physical functions that staff members need to consider when interviewing a resident. Also, keep in mind that language barriers and residents’ surroundings play a part in the success of an interview. Prior to an interview, assess the following:
- Hearing ability
- Aphasia
- Vision
- Comprehension
This information was adapted from HCPro’s handbook, Interviewing Essentials for MDS 3.0 and QIS.
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Interviewing Essentials for MDS 3.0 and QIS
This 48-page training guide cuts through the theory and delivers step-by-step ways to build and improve interviewing skills. Whether your staff members have prior interviewing experience or interviewing for the first time, they’ll enjoy author Diane L. Brown’s interactive approach to interviewing.
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LTC Administrator's Field Guide
This must-have for new and veteran long-term care administrators provides a strategic breakdown of the organizational structure of a nursing home and explains the administrator's role in building and plant operations, human resources, infection control, financial management, and more.
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