Demonstrate telephone communication.

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 Links to an external site., Virginia Board of Nursing, Virginia Department of Health Professions, 2018.

Process/Skill Questions:

• Why is it important for a CNA to identify the facility and unit when making 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?