Title: Demonstrate telephone communication.
Course: Nurse Aide I (14051-I) > Section: Communicating in the Healthcare Environment

Demonstration includes

- speaking clearly and slowly
- identifying the facility and unit
- identifying oneself and one's title
- listening carefully
- writing any messages
- ending call by saying, “thank you” and “good-bye.”

Refer to Unit II in Nurse Aide Curriculum, Virginia Board of Nursing, Virginia Department of Health Professions, 2023.

Process/Skill Questions:

- Why is it important for a CNA to identify the facility and unit when making or answering a call?
- What are the components of identification (e.g., name, credential, unit, facility)?
- Why is it important to repeat the message back to the caller?
- What information is necessary when taking a message, and in what form should it be taken (i.e., written)?
- What information can be received? What information can be given out?