Communicating with Families – 208 Homecare Services

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208-947-4020
1759 S. Millennium Way | Meridian, ID 83642

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Communicating with Families

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Communicating with Families

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Date
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1. Conflicts with residents' families may arise because of:*
- a. Guilt
- b. Miscommunication
- c. Stress
- d. All of the above
2. To communicate an "open" attitude:*
- a. Stand with your arms folded in front of you
- b. Stand with arms at your sides
- c. Stand with hands in your pockets
- d. Always talk while seated
3. To show respect for residents and family members you should do all EXCEPT:*
- a. Maintain eye contact while speaking with them
- b. Smile and say hello
- c. Ask questions to understand their expectations
- d. Speak rudely to them
5. Which might you resolve on your own?*
- a. A family member is upset because her mother's hairbrush is missing
- b. A family member is upset because her mother was given the wrong medication
- c. A family member is upset because the nursing home is "overcharging" for medications
- d. Any of the above
6. The first step towrad conflict resolution is*
- a. Arguing about who caused the problem
- b. Avoiding the person who is upset
- c. Apologizing for the inconvenience of the problem
- d. Speaking the loudest
7. When communicating with an angry or aggressive family member you should:*
- a. Grab the person by the arm
- b. Point your finger at him or her
- c. Call the person by his or her first name
- d. Ask the person how you can help
8. Never ask family members for their suggestions to solve problems.*
- a. True
- b. False
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208 Home Care | 208-947-4020 | 1759 S. Millennium Way, Meridian, ID 83642

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