Reading Skills for Healthcare Workers

Wendy is a nursing assistant in the memory care unit of Watson Care Center. She uses communication techniques provided by the Alzheimer’s Association when working with her residents.

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Wendy always approaches her residents from the front and positions herself at the same eye level so that they can see her. A typical encounter would go like this: “Good morning, Mrs. Steller. I’m Wendy.” If her resident would prefer to be called by her first name or a nickname, Wendy will use the preferred name.

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When speaking with the residents, Wendy speaks slowly and calmly using short simple words and phrases. When she needs a response, she waits at least to a count of five before repeating her question. Many of the residents need time to process the question and formulate an answer. While the waiting might seem to take a long time, Wendy should not interrupt; otherwise, her resident could lose track of what she was saying. Conversely, she allows the resident to interrupt her so that the resident doesn’t forget what she wanted to say.

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Another important communication technique Wendy uses is focusing on and using gestures and nonverbal communication techniques. A resident’s eye movements, hand gestures, and body position can tell Wendy much. Also, the resident can observe and react to Wendy’s nonverbal communication, which can tell Wendy a lot also. Many dementia residents respond well to a gentle touch, eye contact, smiles, and a pleasant voice. If a resident is having trouble understanding the words, nonverbal communication can make all the difference.

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The communication techniques that Wendy uses make all the difference in working successfully with her residents who have dementia or Alzheimer’s.