1. Nursing Assistant Monthly Copyright © 2015 Cengage Learning. All rights reserved. Building trust Engaging residents’ families

2. Copyright © 2015 Cengage Learning. All rights reserved. Understanding common emotions Family members often feel:  Guilty  Worried  Relieved  A sense of loss Understanding their emotions is key to communicating with family members. December 2015Engaging residents’ families

3. Copyright © 2015 Cengage Learning. All rights reserved. When a new resident moves in… …make an effort to connect with family members.  Introduce yourself and explain when you typically work.  Ask questions about the resident’s interests and likes.  Inquire whether family members have questions about their loved one’s care. December 2015Engaging residents’ families

4. Copyright © 2015 Cengage Learning. All rights reserved. Practice positive communication Pay attention to:  language  tone of voice  facial expressions  eye contact, or avoiding eye contact  gestures  body position December 2015Engaging residents’ families

5. Copyright © 2015 Cengage Learning. All rights reserved. Practice positive communication, cont.  Focus on how you feel by using “I” messages.  Avoid using “always” or “never.”  Acknowledge how the other person is feeling.  Offer to help find a solution.  Ask for help if you are not able to resolve a conflict. December 2015Engaging residents’ families

6. Copyright © 2015 Cengage Learning. All rights reserved. Some common sources of disagreement  Staff turnover, or family members not knowing the nursing assistants  Lost laundry or personal items  Family members lack of knowledge about nursing homes December 2015Engaging residents’ families