caring qualities of a cna for the learner

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THE CARINGA Professional Growth Module:

QUALITIES OF A CNA©1998-2012

May be copied for use within each physicallocation that purchases this inservice.

We hope you enjoy this

inservice, prepared by

registered nurses

especially

for nursing assistants

like you!

After finishing this inservice, you will

be able to:

Compare empathy and sympathy and explain why

empathy is an important quality for nursing

assistants.

Describe at least five ways that nursing assistants can demonstrate compassion,

dedication and open-mindedness.

Discuss three tips for improving listening skills.

Explain how patience, a positive attitude, self-

confidence and a sense of humor affect client care.

Utilize your strongest caring qualities on the job to

enhance your client care.

If you are studying the inservice on your own, please do the following:

Read through all the material. You may find it useful to have a highlighting marker nearby as you read. Highlight any information that is new to you or that you feel is especially important.

If you have questions about anything you read, please ask _________________________.

Take the quiz. Think about each statement and pick the best answer.

Check with your supervisor for the right answers. You need 8 correct to pass!

Print your name, write in the date, and then sign your name.

Keep the inservice information for yourself and turn in the quiz page to _____________________________ no later than _______________. Show your Inservice Club Membership Card to ___________________ so that it can be initialed.

Email In the Know at [email protected] with your comments and/or suggestions for improving this inservice.

THANK YOU!

Instructions for the Learner

A Professional Growth Module:

THE CARING QUALITIES OF A CNA

Developing Top-Notch CNAs, One Inservice at a Time

A Professional Growth Module:

The Caring Qualities of a CNA

MAKING THE MOST OF NURSING!

Inside This Inservice:

© 2012 In the Know, Inc. www.knowingmore.com

May be copied for use within each physical location that

purchases this inservice from In the Know. All other copying

or distribution is strictly prohibited.


Empathy 2

Compassion 3

A Good Listener 4

Patience 5

A Positive Attitude 6

Dedication 7

Self-Confidence 8

Sense of Humor 9

Open-mindedness 10

Putting It All Together 11

Working more than 16 hours a day, 7 days a week? For no pay? From that description, it would seem that, above all, nursing required stamina and an almost desperate dedication.

In the early 1900’s, things weren’t much different. The nursing staff was supposed to "do everything as quietly as possible, step lightly and avoid creaking shoes." Oh, and it didn’t hurt if they were pretty, but they shouldn’t use snuff or ask any unnecessary questions. Basically, nurses were supposed to be seen but not heard!

The focus on a perfect appearance lasted for decades, with pristine, starched uniforms and spotless white shoes. In the 1970s, nursing was still a field for women—and none of them were allowed to date or marry while in training. They were expected to direct their full attention to their work.

Today, the crisp uniforms are rare, replaced with more comfortable scrubs. And, while nursing does

require observation skills, stamina and dedication, there are other

qualities vital to success on the job. Keep reading for some great tips on how to use your best qualities to give your nursing career a boost.

Without question, the field of nursing has changed over time. And, thankfully, the qualities required to succeed in nursing have changed, too. Let’s go down memory lane...

The famous British nurse, Florence Nightingale, believed that if a patient was feverish, faint or feeble, it was the nursing staff—and not the patient’s illness—that was usually at fault. For Ms. Nightingale, nursing required a keen and unrelenting sense of observation.

In 1872, Linda Richards was the first student at America’s only nursing school. Here is how she described her life:

“I rose at 5:30 a.m. and left the wards at 9 p.m. to go to my bed, which was in a little room between the wards. I took care of six patients, both day and night. Many a time, I got up nine times in the night; often I did not get to sleep before the next patient called. I had no evenings out and no hours for recreation. Every second week, I was off duty for one afternoon from two to five o’clock. I received no pay until I’d been there for three months.”

© 2012 In the Know, Inc. Page 2 A Professional Growth Module: The Caring Qualities of a CNA

When you see or hear of someone who is suffering, do you sense their pain?

Do your eyes tear up when you watch a sad movie or read a heartbreaking story in the newspaper?

Is it easy for you to put yourself in other people’s shoes—whether that person is a client or a coworker?

Is your presence so comforting to people that even strangers tell you their life stories?

Are you able to use your intuition to figure out what other people are feeling?

If you answered yes to most or all of the above questions, you are someone with a great deal of empathy. You are good at building an emotional connection with the people around you. You make them feel understood, secure and supported.

Empathy is a great tool to use when communicating with your clients. However, keep in mind that it is different from sympathy or pity.

Many empathetic people are drawn to a career that allows them to help others—such as nursing. For example, Carla is a CNA with plenty of empathy. Here’s what her supervisor has to say about her:

Carla cares about her residents as if they were family. She goes beyond the Golden Rule, treating each resident the way she would want her own mother to be treated. Carla makes sure their makeup is on and their hair is fixed. If a resident is worried or scared, she takes her time and doesn’t rush. Carla goes above and beyond every day with her gentle touch and kind ways.

What If Empathy Is Not Your Strength? When your work day means rushing around, dealing with too many clients in too little time, it’s easy to let your sense of empathy get rusty. If you’d like to become more empathetic, try these four tips:

Practice putting yourself in your client’s shoes. If you’ve never experienced what your client is going through, try thinking of a situation in your life that caused you to feel similar emotions.

Watch your body language and eye contact. Give your clients your full attention by looking at them and by directing your body towards them. This lets them know that they are important enough for you to stop what you are doing and focus on them completely.

Concentrate on really listening when your clients speak. When you truly listen to others, you learn about them—and learning leads to understanding. (See page 4 for more about listening skills.)

Do not offer advice unless you are asked for it. Putting yourself in someone else’s shoes does not mean saying, “If I were you, I’d…” Instead, empathy involves listening to, understanding and providing support to the people around you.

EMPATHY: I UNDERSTAND YOU...

EMPATHY SYMPATHY

Supportive listening Shared suffering

You understand the client’s situation as if it were your

own but you don’t get bogged down by the pain. In fact, you may not even

agree with their feelings...but you understand them.

You react to the client’s pain as if it were your own. You feel sorry for the client—

but you may also feel judgmental and/or secretly

glad that the situation is not happening to you!

Your role is active. For example: “I’m here with you.

We’ll work through this together.”

Your role is passive. For example: “I’m here for you.

Let me know if you need me.”

You let the client know you are a team.

While you may feel sorry for the client, he or she must deal with the pain alone.

“Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.”

~ Leo Buscaglia

Did you know that scientific studies suggest there are physical benefits to practicing compassion? When people are compassionate, they produce 100 percent more DHEA (a hormone that counteracts the aging process) and 23 percent less cortisol (the “stress hormone”). It’s nice to know that caring for others may help you hold back Father Time!

But what exactly does it mean to be compassionate? The dictionary defines compassion as “a deep awareness of the suffering of another, coupled with the wish to relieve that suffering.” So, to be compassionate, you have to use your empathy skills—and build on them. In addition to putting yourself in someone else’s shoes, you need to act on your desire to lessen that person’s suffering or unhappiness. This means that you take the extra step of saying and doing things that show how deeply you understand and care about the other person.

For example, Patty is a CNA in a nursing facility. One day, her supervisor witnessed this interaction:

Patty kneeled near a hospice client’s recliner, listening intently while this elderly gentleman spoke of his wish that life would just end, be done. She had heard him report his problems and life stories repeatedly, day in and day out. Yet, the expression on her face was as if she had never heard it before, as if he were telling her the most captivating story she’d ever heard. The client is hard of hearing and legally blind, yet Patty stayed near, looking him in the face. Patty is a nursing assistant who makes others feel that life is worth living—at least for one more day.

COMPASSION: I CARE...

A Professional Growth Module: The Caring Qualities of a CNA © 2012 In the Know, Inc. Page 3

You Show Compassion When You...

Put your clients’ needs before your own.

Treat people fairly and with respect and dignity.

Show kindness without expecting rewards.

Get to know your clients. (Encourage them to talk about their interests, dreams and hopes for the future.)

Comfort your client’s family members who may be stressed and/or grieving.

Are sensitive and allow people to vent their frustrations. (Look for ways to help ease their pain and overcome hurts.)

Listen when people confide in you.

Are friendly to a new co-worker who seems overwhelmed.

Help a co-worker without being asked.

Try to understand someone you don’t like or with whom you disagree.

Accept people for who they are—faults and all!

Oh boy...that last part is tricky, right? Feeling compassion for a grumpy client who is always complaining is a lot harder than being compassionate with a client who is sweet and greets you with a smile. However, to be truly compassionate means being open to everyone—even people who mistreat or act unkindly toward you.

Let’s say that Mrs. Williams yells at you when you come to do her bath. Instead of judging her for her bad behavior, try to remember that her actions are not about you, but about what she is going through. Imagine what her day has been like. What mood and state of mind is she experiencing? What suffering has she been going through that causes her to behave in a disagreeable way?

“Treat everyone with politeness, even those who are rude to you—not because they are nice, but because you are. “

~Author Unknown

It’s nearing the end of a busy day at work. Melissa is tired, her feet hurt and she’s distracted by thoughts of her children. As she finishes up with her last client, Mr. Parker, he tells her how worried he is that he’ll never get well. Melissa is in the middle of jotting down his vital signs and she says, “Mr. Parker, don’t worry. You’ll be fine. Just relax and get some rest.”

Melissa may have heard what her client said...but did she really listen? Did she practice empathy and compassion? Not really!

Good listeners focus completely on the person who is speaking. They really hear the words, blocking out all distractions and adopting body language that says to the other person, “I am listening.”

Tips for Being a Better Listener

Focus on the other person. Avoid turning the conversation back on you. Here’s an example:

Mrs. Jones says to Mary, her aide, “I have a hard time sleeping at night.” Mary tries to show she understands by saying, “Well, so do I. But, I find that I sleep better if I listen to music.”

What’s wrong with what Mary said? Well, count the number of times that Mary used the word, “I”. Four times. This turned the conversation back on Mary instead of keeping it on Mrs. Jones.

Listen more than you talk. It’s pretty hard to listen with our mouths open! Remember that old saying...we should listen twice as much as we talk because we have two ears and only one mouth.

Use the other person’s name. Don’t you feel like someone is really interested in listening to you if they call you by name? It adds warmth to the conversation and lets the other person know that you care about what they have to say.

LISTENING: I HEAR YOU...


Ask questions that need more than a “yes” or “no” answer. Remember, you are trying to listen more than you talk. If you ask questions that can be answered with just one word, who is going to be doing most of the talking? You are.

Make eye contact. Have you ever tried to have a serious conversation with someone and that person wouldn’t look you in the eye? Did you feel like he or she was listening to you? Probably not. So, look your clients in the eye when you speak to them and especially when they speak to you! (But, remember, there are some cultures that are uncomfortable with eye contact, so be sensitive to your clients. If they look away every time you make eye contact, then don’t push it.)

Listen with your body, too. It’s important to let your clients know that they have your attention by facing them and not acting rushed when they are speaking to you. Try to nod your head occasionally, giving your client feedback so that they know you are really listening.

Don’t interrupt. It’s tempting to interrupt the other person, especially when you feel you know how the conversation should end. But, hold back your advice and hear the speaker out.

Let silence happen. Being a good listener means that sometimes you have to let there be silence. You don’t have to fill the air up with words. If there is a pause in the conversation, accept it. Let your client know you are supportive just by being there. Words aren’t always necessary.

TAKE THE TIME TO MAKE SURE YOU ARE HEARD & UNDERSTOOD BY OTHERS, TOO!

A nurse asked a CNA to give a urine sample container to a new client. Jill, the CNA, brought the container to the client and told him he could

fill it up in the bathroom. A few minutes later, the client brought

the empty cup back to Jill.

"I didn't need this after all," he said. "There was a toilet in there."


PATIENCE: I CAN WAIT...

Do you consider yourself a patient person? As a little “test”, try answering these questions:

T F I hate to stand in line for a movie.

T F I tend to say things that I later regret.

T F I get annoyed if a friend I am meeting is 10 minutes late.

T F I feel stressed out nearly every day.

T F I hate to sit still and do nothing.

T F I often feel like what I’m doing is a waste of my time.

T F My attention wanders if I am reading a long book or watching a long movie.

If you answered TRUE for most or all of these questions, you are probably somewhat impatient. And, you’re not alone! In today’s world of fast food, fast computers and instant messaging, many people are becoming less patient with a slow paced life.

If this describes you, consider following some of the tips on this page and see if you gain a bit of patience!

In the hectic atmosphere in which most CNAs work, it can be difficult to remain patient—both with clients and coworkers. Here are some tips that might help:

Tally marks. Keep a tiny spiral notebook or just a sheet of paper in your pocket. Every time you lose your patience, make a tally mark on the paper. This will help you become aware of how patient—or impatient—you really are.

Figure out your triggers. Pay close attention to the things that cause you to lose your patience. Are you more impatient with clients who move slowly or those who talk a lot? Do you get irritated with your coworkers when they ignore you or when they interrupt your work? Certain triggers will pop up more frequently than others. These are the things you should focus on first.

Breathe deeply. When you first start to lose your patience, take three deep breaths, exhaling each one slowly. By pausing in this way, your frustration may disappear—and you may feel more relaxed.

Count to 10. This “oldie but goodie” really works. When you feel yourself getting frustrated or angry, stop. Count slowly to 10 (out loud or in your head.) If 10 doesn’t work, try counting to 20!

Take a time out. If necessary, just walk away for a few minutes. Take a break from the situation, let yourself calm down and think about how you can deal with what is irritating you.

Put a pebble or large coin in your pocket. When you find yourself getting impatient, move the object to the other pocket. Continue moving it from one pocket to the other to focus your attention away from your impatient feelings.

Remember what’s important. It’s easy to get upset over little things...things that seem important in the heat of the moment. Ask yourself if what’s irritating you really matters. Chances are, in the long run, it doesn’t.

Just laugh. Once you’ve identified what triggers your impatience, try to find it funny instead. For example, you are getting irritated because this is the fifth time you’ve transferred Mr. Wells to the toilet. Instead of losing your patience, make a joke about how you and Mr. Wells have spent the day “dancing”.

Reduce or cut out caffeine. Caffeine is a stimulant that can make you nervous, edgy and jittery.


Did you know that when you are face-to-face with people, your attitude is the first thing they pick up on? Before you even say a word, the people around you get clues from you about how you are feeling.

Consider this: Two co-workers walk in the door at the same time. Jim gives you a big smile and says, “Good morning! It’s great to see you today!” Carol has a frown on her face and walks by you without saying a word. Would you rather spend the day working with Jim or with Carol? And, if you were a patient, which person would you rather have caring for you?

So, what exactly is an “attitude” and what can people do to keep it positive? An attitude is a mental inclination that develops based on the beliefs, values and assumptions that we hold. One simple analogy is that if you were raised to “count your blessings” or to look at the “bright side” of life, you may be inclined to view life with an optimistic, hopeful state of mind. Or, if your past life experiences taught you to expect bad things to happen or to look at the glass as “half empty” instead of half full, you may have a more pessimistic mental attitude.

The good news is that our attitudes are habits—and habits can be changed. Each of us has a choice about whether we want to view the world with a cheerful outlook or a sour attitude.

For example, Claudia works with cancer patients, but she chooses to approach her job with a positive attitude. She always comes to work with a smile on her face. Most of the time, when someone says “Claudia, can you help me with Mr. Jones,” her response is, “I’ve already done it.” She never has a negative thing to say about her job or co-workers. Her supervisor calls her a “dream come true” for the oncology patients. They always ask for Claudia by name and you can often hear them laughing along with her. By spreading joy among her patients, Claudia keeps their spirits up every day!

POSITIVITY: I BRING YOU JOY...

When people enjoy life—and share that joy with others—they usually find that happiness comes back to them. For those of us in the nursing field, opportunities for improving the lives of those around us present themselves every day. By making an effort to spread happiness, our work becomes more of a pleasure...and not just a job.

Here are just a few of the countless ways that you can add joy to the lives of your clients:

Thank a client for allowing you to care for him or her. You might even do it in a handwritten note!

Give at least one sincere compliment to a different client every day.

Smile a lot. Remember that smiles (and joy) are contagious!

Say please and thank you! Those simple basics go a long way to creating a happier workplace.

Find a way to make a client laugh—especially if that client is going through a hard time.

Find a funny (clean) joke online, memorize it and tell it to any clients who might enjoy it.

Bring a camera to work and take a photo of you with your

favorite client (with the client’s permission). Make a copy for the client and write a note of appreciation on the back.

A TRUE STORY...

Ted’s grandfather has a knack for looking on the bright side of life. Even after receiving

the terrible news that he has Alzheimer's disease, he was upbeat.

"There's one good thing that'll come from this," he told Ted.

"What's that?" asked Ted.

"Now I can hide my own Easter eggs."

©2012 In the Know, Inc. Page 7 A Professional Growth Module: The Caring Qualities of a CNA

A home health supervisor bragged about Sherri, one of her most dedicated aides. Sherri worked with an elderly man who was severely disabled after a stroke. One day, Sherri reported that he seemed to be weakening, complaining of pain and a loss of appetite. As a result of her observations, hospice was called in to provide additional services and family support. Sherri continued caring for the client until the end, supporting him and his family without watching the clock. Now, the wife has become Sherri’s client and she reports feeling so safe and comfortable under her care. Sherri demonstrates true long term dedication to her clients.

In general, being dedicated on the job means that you give your full support to your workplace, including the administration, your co-workers and your clients. Most supervisors say that dedicated employees are ones who have a low absentee rate, finish their assignments as ordered and are a positive influence in the workplace.

As a nursing assistant, you probably show your dedication in many ways throughout each work day. For example, people can see you are dedicated when you:

Arrive to work on time and manage your time well throughout the day.

Complete all your assigned duties, as possible. This is especially important if your workplace has two or three shifts...and someone will be taking over for you when you leave.

Are a team player, keeping the good of your clients as the main priority.

Follow workplace policies and procedures.

Complete all required inservices...and take advantage of every opportunity to learn something new.

Look for challenges that help you grow in your profession, even if it means doing more than is asked of you.

Volunteer to orient and/or mentor new nursing assistants.

Learn from your mistakes—and any mistakes made by your co-workers.

Seek solutions to problems instead of simply pointing out the problem.

Ask questions when you come across something you don’t know.

Make suggestions to improve your workplace and the way that client care is provided.

Always follow through—do what you say you are going to do!

CAN AN EMPLOYEE BE TOO DEDICATED?

Well, consider this true story:

Karen, a new CNA, had just started working at the local hospital. She knew that every patient ready for discharge had to be accompanied to the exit in a wheelchair. One day, Karen was sent to room 203 for a discharge. In the room, she found an elderly gentleman already dressed, sitting on the bed with a suitcase at his feet. He insisted he didn't need her help to leave the hospital. However, after Karen explained the rules to him, he reluctantly agreed to let her wheel him out.

On the way down in the elevator, Karen asked if his wife was meeting him. "I don't know," he said. "She's still upstairs in the bathroom changing out of her hospital gown."

DEDICATION: I KNOW WHAT I AM DOING...


For many years, Lorna was a wife and mother who had never had a job outside the home. As her children got older, she decided to try a new career. Driven by her love of the elderly, Lorna took classes to become a CNA. Eleven years later, she has advanced to the lead aide position on second shift at her skilled nursing facility. In addition, she trains all the newly hired nursing assistants. Lorna had the courage and confidence to try something new and, today, her supervisor calls her “a shining star” in their organization.

Even though Lorna had never held a job before becoming a nursing assistant, she had confidence in herself. So, what exactly is self-confidence and where does it come from? Simply put, confidence is a belief in yourself and your abilities. It comes from inside yourself and is usually based on past experiences, including previous successes and failures.

Confident people feel comfortable in their own skin, are happy to try new things and don't worry about what other people think of them. Does that describe you? Or, do you tend to doubt your ability, feel foolish or uncomfortable in front of others and let your mood be affected by what others say to you? If so, you may want to work on improving your confidence level.

How? It may help to develop a more balanced view of yourself. People who lack confidence tend to focus on the negative in themselves and their lives. So, instead, focus on your successes, not any mistakes you might make. Tell yourself you are a confident and capable person.

Another confidence builder is to have experiences where you face your fear. For example, Lorna was afraid that she might fail the CNA certification exam. But, she faced her fear, took the test and passed it with flying colors! That experience added to her self-confidence—as did each success she’s had since.

More Tips for Building Confidence

Respect yourself and others. Don’t put yourself down...and don’t talk negatively about your co-workers either.

Remember that mistakes are great opportunities for learning. Don’t beat yourself up when you make an error. Instead, figure out what went wrong so that you never repeat it!

Keep your knowledge and skills up to date. The more you know, they more confidently you can perform your job. And remember...when people ask questions, it doesn’t mean they are “dumb”; it simply means they are seeking knowledge.

Find some success in every work day. Then, pat yourself on the back for that achievement. Don’t wait for someone else to do it!

Carry yourself with confidence, but remember that there is a difference between confidence and arrogance. Confident people believe in themselves and have faith in their abilities. Arrogant people believe they are superior to others. While they may seem extremely self-confident, their arrogance usually comes from a lack of self-esteem.

SELF-CONFIDENCE: I AM GREAT AT MY JOB...

“Anyone who has never made a mistake has never tried anything new.” ~ Albert Einstein

“Confidence is contagious. So is lack of confidence.” ~ Vince Lombardi

“Believe in yourself! Have faith in your abilities! Without a humble but reasonable confidence in your

own powers you cannot be successful or happy.” ~ Norman Vincent Peale

“One important key to success is self-confidence. An important key to self-confidence is preparation.”

~ Arthur Ashe


As a nursing assistant, you work hard every day, dealing with many “unfunny” aspects of life. However, a sense of humor can be beneficial to both you and your clients. If yours could use a little work, try these tips:

Smile! Remember, smiling is one step away from laughter. And, like laughter, it is contagious. When you see someone smiling . . . notice how it becomes impossible not to smile back!

Listen for the sounds of laughter around you as you work. Seek out those who are laughing and join in! Most people will be happy to share the laughter because it gives them an opportunity to laugh again!

When you come across someone you find funny . . . observe the way the world reacts to this person. These are generally people who laugh easily–both at themselves and at life–and who easily find humor in the simplest things. Notice how these people are generally healthier and have more friends.

Help your clients develop their sense of humor. Tell a story about something funny that happened to you (without mentioning other client situations). Then, ask your client, “What’s the funniest thing that happened to you today? This week? In your life?”

Bring family members into the loop. Ask them to share funny childhood stories or memories.

Remind family members and loved ones that it’s okay to laugh. It doesn’t mean you take their situation lightly. It just means you want to make the most of every day!

AND NOW FOR A GOOD LAUGH...

Three sisters, ages 92, 94, and 96 live in a house together. One night, the oldest sister draws a bath. She puts one foot in and pauses. She yells down the stairs, "Was I getting in or out of the bath?"

The middle sister yells back, "I don't know. I'll come up and see." She starts up the stairs and pauses. Then, she yells, "Was I going up the stairs or down?"

The 92-year-old woman is sitting at the kitchen table having tea, listening to her older sisters. She shakes her head and says, "I sure hope I never get that forgetful." She knocks on wood for good measure. Then, she yells, "I'll come up and help both of you as soon as I see who's at the door."

SENSE OF HUMOR: I CAN LAUGH WITH YOU...

Just 15 minutes of laughter a day provides the same benefit as two hours of sleep.

Laughter relaxes the whole body. A good “belly laugh” relieves physical tension, leaving muscles relaxed for up to 45 minutes.

Laughter boosts the immune system by increasing the number of immune cells and infection-fighting antibodies.

Laughter triggers the release of endorphins, the body’s natural “feel-good” chemicals which can even relieve pain temporarily.

Laughter protects the heart by improving the function of blood vessels and increasing blood flow.

Researchers at Vanderbilt University found that laughing for 15 minutes a day can lead to a loss of up to 5 pounds of fat over a year’s time.

And, studies at the University of Chicago showed that a good sense of humor can add up to eight years to a person’s life!


Every day, your job brings you in touch with many different people. You may work with the elderly or with kids. Your clients may have a variety of illnesses or they may all suffer from the same condition. And, chances are, your co-workers and clients are a culturally diverse group. For example, you may work with people who grew up speaking Spanish...or who believe that sickness robs a person’s soul...or who wear a special necklace to guard against the Evil Eye.

Some of these cultural differences may seem strange, funny or even stupid. However...your beliefs may seem just as strange to other people. To get along in a culturally diverse environment, it’s important to:

Learn all you can about the differences between people.

Try to accept other people’s habits and beliefs—even if you don’t agree with them.

Look at each day as an opportunity to learn something new about another culture.

In order to work with people from different cultures, you need to understand your own values and beliefs. What do you consider “normal”? How accepting are you of people with different beliefs?

It also helps to be honest with yourself about any prejudices you may have developed over the years. Keep in mind that most prejudices are based on fear...fear of the unknown. The more we learn about different cultures, the more we’ll be able to understand others.

More Tips for Being Open-Minded

Be sure to ask how your clients want to be addressed. Sometimes, first and last names may be in a different order than you’re used to. For example, if your client is an Egyptian man named Aziz Mohamad, you should call him Mr. Aziz...not Mr. Mohamad.

Try not to “guess” where your clients are from. If you’re wrong, you might offend them. For example, if you ask a Korean woman if she’s from Japan, she’ll probably be insulted.

If your clients are wearing anything unusual, keep in mind that they may be doing so for religious or cultural reasons. You may see a thread woven into their hair, a medicine bundle on a string around their neck or a ribbon wrapped around their wrist. Don’t remove any item from your client without their permission!

Give your clients private time as needed so that they may pray. Supporting their spiritual needs will go a long way toward helping them get well.

Before you report that your client has no appetite, make sure he or she is able to eat the foods being offered. (Remember that in some cultures people are forbidden to eat certain foods.) Do your best to support the dietary needs and preferences of all your clients.

Be patient with family members. Depending on their culture, it may be very important for them to take part in their loved one’s care. Allow them to help as much as possible—while still getting your job done.

Sometimes, it may seem that family members become more demanding than your clients! But,

keep in mind that many people become demanding when they feel scared, helpless or

out of control. Try giving the family small, helpful tasks they can do such as rubbing

lotion on the client’s hands and feet.

Be just as accepting of any differences among your co-workers. Remember: there are more than 100 ethnic groups and more than 200 Native American groups living in the United States today. Your co-workers probably represent at least a few of these ethnicities!

OPEN-MINDEDNESS: I ACCEPT YOU...


“When you’re in nursing you know that every day you will touch a life or a life will touch yours.”

~ Author Unknown

So, how about it? As you go through your daily work, do you:

Connect with clients and co-workers on an emotional level?

Take action to relieve the suffering of others?

Listen intently to people when they speak to you? Keep your cool even when clients or co-workers

test your patience? Share your smile and positive attitude with both

clients and co-workers? Demonstrate how dedicated you are to your job?

Stay confident in your ability to perform your job? Keep your sense of humor, especially when things

get tough at work? Accept and support the many different people and

personalities with whom you work?

It sounds like a tall order, but it’s all in a day’s work for a professional CNA. Of course, no one is perfect...and you may feel that you shine in certain areas and could use work in others.

So, as you go through your busy work days, what’s the best way to grow and improve as a CNA? Your best bet is to know your strengths...and build on them. For example:

Shelley has been a CNA for several years. Lately, she has been down on herself because she spends so much time with each client that she gets behind in her work. So, she takes some time to consider her strengths and weaknesses. She decides that she does a great job of really connecting with her clients. This means her

PUTTING IT ALL TOGETHER: I AM A CNA! listening skills are top notch, she has a lot of empathy and she demonstrates her compassion daily. Shelley is a good problem solver, too. But, sometimes, she gets so caught up in the problems of one client that she loses track of time. Then, she races to finish her work...and often leaves tasks for the next shift. As a result, some of her clients get shortchanged and her co-workers and supervisor get upset with her.

Shelley decides to build on her strengths. She reminds herself that each of her clients deserves her attention and that it’s unfair to her co-workers to leave her assignment unfinished. So, to develop in her career, Shelley: Uses her empathy and listening skills to

tune into her supervisor and co-workers...so she understands exactly what is expected of her each day.

Taps into her positive attitude about work by telling herself that she can and will complete all her tasks each day.

Asks for some one-on-one time with co-workers who are great at managing their time. She “picks their brains” about how she can complete her assignment without sacrificing her close connections with clients.

Completes an inservice on time management skills and puts what she learns to use.

Analyzes what went wrong on days when she didn’t finish all her work...and learns from those mistakes.

You can see that Shelley used her strengths (empathy, listening, dedication, problem solving) as a way of overcoming her weaknesses (poor time management and lack of consideration for her co-workers). In doing so, Shelley makes herself a better nursing assistant and a more valuable employee.

How about you? Consider using this inservice as a tool for identifying your strengths. Then build on them to enhance your nursing career!

Are you “In the Know” about caring qualities? Circle the best choice. Then check your answers with your supervisor!

1. True or False When you feel sorry for a client, you are demonstrating empathy. 2. True or False When you take steps to ease a client’s suffering, you are demonstrating compassion. 3. True or False You can be a better listener by making eye contact when a client speaks to you. 4. True or False People who are impatient should not be allowed to work as nursing assistants. 5. Maintaining a positive attitude at work is:

A. Overrated. B. A habit that can be practiced. C. Useless if your co-workers have negative attitudes. D. A sign that people don’t take their job seriously.

6. True or False When health care employees are dedicated to their work, they show support to both their clients and their supervisors. 7. Nursing assistants who demonstrate self-confidence on the job: A. Are usually snobby . B. Go on to become RNs. C. Have a lot of experience. D. Believe in their own abilities. 8. True or False Laughter can boost the immune system and decrease pain. 9. True or False To be truly open-minded, you must agree with the habits and beliefs of your clients. 10. True or False Identifying and building on your strengths is a good way to improve as a CNA.

Inservice Credit:

Self Study 1 hour

Group Study 1 hour

File completed test in employee’s personnel file.

EMPLOYEE NAME (Please print):

________________________

DATE: __________________

I understand the information presented in this inservice.

I have completed this inservice and answered at least eight of the test questions correctly.

EMPLOYEE SIGNATURE:

________________________

SUPERVISOR SIGNATURE:

________________________

A Professional Growth Module: The Caring Qualities of a CNA


caring qualities of a cna for the learner

Documents