1. 1. Define important words in the chapter
conflict resolution the process of resolving conflicts in a positive way so that everyone is satisfied. constructive feedback feedback that involves giving opinions about the work of others in a non-aggressive way. job description an outline of what will be expected in a job. résumé a summary of a person’s education and experience.

2. 1. Define important words in the chapter
stress a mentally or emotionally disruptive or upsetting condition that occurs due to changes in the environment. stressor internal or external factors or stimuli that cause stress.

3. 2. Describe how to write a résumé and cover letter
Define the following term: résumé a summary of a person’s education and experience.

4. 2. Describe how to write a résumé and cover letter
REMEMBER: Before you begin a new position as a nursing assistant, you have to look for a job. The first step in any job search is preparing a well-written résumé.

5. 2. Describe how to write a résumé and cover letter
A complete résumé contains the following:
Objective
Education
Experience
Volunteer work
Skills
References

6. 2. Describe how to write a résumé and cover letter
Know these rules for writing a résumé:
Limit it to one page in length
There should be no borders or colors
Use 12-point font
Check spelling
Do not staple anything to it

7. 2. Describe how to write a résumé and cover letter
Remember these guidelines for writing cover letters:
Keep it brief
It should serve as an introduction to the interviewer
Include information about why you are seeking the job

8. 3. Identify information that may be required for filling out a job application
REMEMBER: Completing a job application can be stressful. Being prepared will help you present yourself well. To save time and avoid mistakes, take a piece of paper and write down information that you may need for the application. You can take this paper with you, along with a new copy of your résumé, when you go to complete the application.

9. 3. Identify information that may be required for filling out a job application
Here is some of the general information needed for a job application:
Your address and phone number
Your address
Your social security number
Salary information from past jobs
Names, addresses, and telephone numbers of the school or program where you were trained
Certification numbers and expiration dates from certification cards, CPR cards, and first aid cards

10. 3. Identify information that may be required for filling out a job application
General information needed for a job application (cont'd):
Previous supervisors’ and employers’ names, addresses, addresses, and phone numbers
Dates of previous and current employment and reasons for leaving each job
Complete names, addresses, addresses, and phone numbers of personal and professional references
Availability (days and hours)

11. Handout 28-1: Job Application

12. 3. Identify information that may be required for filling out a job application
Remember these guidelines for completing job applications:
Fill it out carefully and neatly.
Never lie on the application.
Do not leave anything blank.

13. 3. Identify information that may be required for filling out a job application
Think about this question:
Why do states do a criminal background check when hiring someone to be a nursing assistant?

14. 3. Identify information that may be required for filling out a job application
REMEMBER: Neatness in appearance and paperwork is a factor in getting a job offer.

15. 4. Discuss proper grooming guidelines for a job interview
Remember these proper grooming guidelines:
Bathe and use deodorant.
Do not wear perfume or cologne.
Wear simple makeup and jewelry or none at all.
Wash your hands and clean your nails. Nails should be medium length or shorter. Do not wear artificial nails.
Shave or trim facial hair right before the interview.

16. 4. Discuss proper grooming guidelines for a job interview
Proper grooming guidelines (cont'd):
Wear hair in a simple style.
Brush your teeth. Check your teeth right before the interview begins.
Do not smoke.
Wear clean, nice clothes. Dresses and skirts should not be shorter than knee-length. Do not wear jeans or shorts. Do not wear t-shirts or anything with a logo or writing on it. Do not wear low-cut tops that show cleavage.
Make sure shoes are polished. Do not wear sneakers or open-toed sandals.

17. 5. List techniques for interviewing successfully
Know these the tips for interviewing:
Practice beforehand.
Find out beforehand if there will be test.
Get directions to the interview site.
Do not bring children or friends with you.
Arrive early.
Turn off your cell phone.
Be courteous to staff members.
Introduce yourself and smile and shake hands.

18. 5. List techniques for interviewing successfully
Tips for interviewing (cont'd):
Be positive and look happy.
Do not eat or chew gum.
Make eye contact.
Answer questions clearly and completely.
Do not use slang or curse words.
Do not exaggerate your accomplishments.
Relax and be confident.

19. 6. Describe a standard job description and list steps for following the scope of practice
Define the following term: job description an outline of what will be expected in a job.

20. 6. Describe a standard job description and list steps for following the scope of practice
REMEMBER: A job description can be a long, complex form, and you should read it before you sign it. Ask questions if you do not understand anything in the job description.

21. 6. Describe a standard job description and list steps for following the scope of practice
REMEMBER: Nursing assistants have to follow their scope of practice. A scope of practice lists the tasks that nursing assistants are permitted to perform, as allowed by state or federal law.

22. 6. Describe a standard job description and list steps for following the scope of practice
Remember these tips to help decide whether or not you should perform a procedure:
Do not perform a procedure if it is outside your scope of practice, not listed in the job description, or not listed in the care plan.
Do not perform a procedure if you have not been trained.
Do not perform the procedure if you have forgotten how to do all or part of it.
If you believe a procedure is not appropriate for a resident, ask the nurse.

23. 7. Identify guidelines for maintaining certification and explain the state’s registry
Here are some general guidelines regarding state requirements for maintaining NA certification:
There is a certain time frame to take the state test
Test must be taken within that time or NA will have to take new training course
NA must work for pay during 24 months
NA usually has three chances to pass test
NA must keep certification current

24. 7. Identify guidelines for maintaining certification and explain the state’s registry
Know the information found on state registries:
NA’s name
NA’s address, DOB, and social security number
Date NA was placed in registry and test results
Expiration dates of certificates
Information about investigations and hearings

25. 8. Describe continuing education for nursing assistants
REMEMBER: Nursing assistants must have twelve hours of continuing education every year, as required by OBRA.

26. 8. Describe continuing education for nursing assistants
As a nursing assistant, you are responsible for the following regarding continuing education:
Attend class.
Pay attention and complete requirements.
Keep certificates and records of attendance.

27. 9. Describe employee evaluations and discuss feedback
Define the following term: constructive feedback feedback that involves giving opinions about the work of others in a non-aggressive way.

28. 9. Describe employee evaluations and discuss feedback
REMEMBER: Employee evaluations include constructive feedback. It may involve both positive and negative feedback, but it is done in a non-aggressive way. Constructive feedback should be given in a private setting. It should be work-related; it should not include personal attacks. It is not the same as hostile criticism. Hostile criticism is angry and negative. Constructive feedback is meant to help you improve in your job.

29. 9. Describe employee evaluations and discuss feedback
Here are some ways to make constructive criticism beneficial:
Be open to suggestions.
Listen without becoming angry.
Consider how to address or fix the problems.
Ask for suggestions.

30. 9. Describe employee evaluations and discuss feedback
REMEMBER: Evaluations are often the basis for advancement and salary increases.

31. 9. Describe employee evaluations and discuss feedback
Think about this question: Why is it important to be open to criticism and to use suggestions for improvement?

32. 10. Discuss conflict resolution
Define the following term: conflict resolution the process of resolving conflicts in a positive way so that everyone is satisfied.

33. 10. Discuss conflict resolution
Remember these points about conflict resolution:
Before reacting, think about reasons someone is behaving in an undesirable way.
Be reasonable with your requests.
Think about how to best solve the problem.
Know when to be firm, when to walk away, and when to compromise.

34. 11. Define stress and explain ways to manage stress
Define the following terms: stress a mentally or emotionally disruptive or upsetting condition that occurs due to changes in the environment. stressor internal or external factors or stimuli that cause stress.

35. 11. Define stress and explain ways to manage stress
REMEMBER: Many things, both personal and professional, cause stress. Stress happens because of a stressor. Anything can be a stressor. Finding out you have a new supervisor can create stress. Being asked to speak in front of fellow employees at a staff meeting can cause stress. A visit from a relative can be stressful.

36. 11. Define stress and explain ways to manage stress
Think about these questions: What are some examples of negative situations that can cause stress? How can positive situations, such as starting a new job or having a baby, be stressors?

37. 11. Define stress and explain ways to manage stress
Know the signs of burnout from unrelieved stress:
Arguing frequently
Losing patience
Being angry
Wanting too much control
Obsessing over small, unimportant things
Being rude, irritated and frustrated
Having trouble focusing on residents and procedures

38. 11. Define stress and explain ways to manage stress
Remember these guidelines for managing stress:
Increase exercise levels.
Get enough sleep.
Eat a healthy diet.
Do not smoke or take illegal drugs.
Do one task at a time.

39. 11. Define stress and explain ways to manage stress
Guidelines for managing stress (cont'd):
Develop new hobbies.
Seek help from others.
Seek counseling.
Set realistic goals.
Use a personal reward system.

40. 11. Define stress and explain ways to manage stress
REMEMBER:
Setting goals can help manage stress. The key is to make the goals reachable. Do not set only long-term goals. Identify short-term, reachable goals that you can meet in a reasonable time period. The course you are taking right now is an example of a short-term goal, and you are close to meeting this important goal. If you create long-term goals, do not set a time frame of over three to five years. Set only long-term goals that you believe you can meet.

41. 11. Define stress and explain ways to manage stress
Think about this question:
What are some short- and long-term goals you have set for yourself?

42. 12. Describe how to be a valued member of the healthcare community
Think about this question:
What do you think your favorite part of your new job will be?

43. 12. Describe how to be a valued member of the healthcare community
You have now reached the end of your nursing assistant course. Very soon you will be a practicing nursing assistant. Remember what you have accomplished and know the importance of the work you have chosen to do. You are going to be a valuable member of a care team, a team that literally saves lives every day. It is a noble profession, and one that provides a tremendous service.

44. 12. Describe how to be a valued member of the healthcare community
REMEMBER: As you move forward in your new profession, never stop learning. Learn new things every day.

45. Exam 1
Multiple Choice. Choose the correct answer. 1. How many pages long should a résumé be? (A) One page (B) Two pages (C) Three pages (D) As many pages as needed to convey all important information 2. A cover letter should include (A) Detailed information about your educational background and volunteer work (B) Information on why you are seeking the job and why you are qualified for it (C) The salary that you would expect to receive if you accepted the job (D) Recommendations from former employers

46. Exam 1 (cont'd)
3. Which of the following statements is true of job applications? (A) The applicant should leave anything blank that requires a long answer. (B) The applicant should write N/A for questions that do not apply to him. (C) If the applicant does not understand something on the application, he should leave it blank. (D) The applicant should not tell the truth if certain answers will make him look bad. 4. Why must an employer perform a criminal background check on new aides hired? (A) Aides are known to steal from facilities. (B) It is best never to trust anyone. (C) Employers like to have power over their employees. (D) The law requires it for the protection of residents.

47. Exam 1 (cont'd)
5. One way for a nursing assistant to make a positive first impression at a job interview is to (A) Bathe, use deodorant, and brush her teeth before the interview (B) Put on a pleasant perfume or cologne before the interview (C) Wear a lot of makeup and jewelry to make sure she looks her best (D) Smoke a cigarette right before the interview if it will help her to be calm 6. What should a candidate for a nursing assistant job be sure to do when going for an interview? (A) Find someone to care for her children so she does not have to take them along. (B) Put on all of her most striking jewelry. (C) Go to the salon for a new set of artificial nails. (D) Arrive a few seconds before the interview time.

48. Exam 1 (cont'd)
7. A(n) ______ lists the tasks that nursing assistants are permitted to perform, as allowed by state or federal law. (A) Job description (B) Cover letter (C) Scope of practice (D) Competency evaluation 8. What is the minimum number of hours of nursing assistant training that is required by OBRA? (A) 30 hours (B) 50 hours (C) 75 hours (D) 100 hours

49. Exam 1 (cont'd)
9. A nursing assistant must usually take the state test within ______ months after training. (A) 6 (B) 12 (C) 24 (D) The federal government requires ______ hours of continuing education for nursing assistants each year. (A) 10 (C) 15 (D) 18

50. Exam 1 (cont'd)
11. Employee evaluations include ______, which involves giving opinions about the work of others and includes helpful suggestions for change.
(A) Hostile criticism
(B) Constructive feedback
(C) A performance appraisal
A probationary period
12. Which of these statements is an example of constructive feedback?
(A) “You really need to remember to speak kindly to the residents, even when you’re having a hard day.”
(B) “You’re rude and disrespectful.”
(C) “I’ve never seen somebody take such a long time to learn this job.”
(D) “Don’t you remember anything from your training course?”

51. Exam 1 (cont'd)
13. The first thing a nursing assistant should do when reacting to a conflict with another nursing assistant is to: (A) Go to management to report the problem (B) Ask a favorite resident what she should do (C) Think about the possible reasons why a person is behaving in an undesirable way (D) Decide not to speak to that nursing assistant again until she apologizes 14. How much notice should a nursing assistant give when changing jobs? (A) Two days (B) Two months (C) One week (D) Two weeks

52. Exam 1 (cont'd)
15. One way to manage stress is to (A) Decrease the level of exercise (B) Multi-task when possible to get things done more quickly (C) Develop new hobbies (D) Talk to residents and their families about stress 16. Which of the following is a strategy for a nursing assistant to use for managing stress? (A) The NA should drink whenever it makes her feel more relaxed. (B) The NA should get enough sleep. (C) The NA should skip meals so she can get more done. (D) The NA should take regular smoking breaks.

53. Exam 2
Multiple Choice. Choose the correct answer. 1. The process of resolving conflicts in a positive manner so that everyone is satisfied is called (A) Outcome resolution (B) Conflict resolution (C) Constructive resolution (D) Continuing resolution 2. An internal or external factor that can cause stress is called (A) Shock (B) Stimulant (C) Stressor (D) Stereotype

54. Exam 2 (cont’d)
3. A résumé should include the following information: (A) Experience and education (B) Height and weight (C) Religion and marital status (D) Age and number of children 4. Under what circumstance should an applicant leave something blank in a job application? (A) Lack of prior salary (B) Does not know an address (C) Never (D) Does not know a phone number

55. Exam 2 (cont’d)
5. Something important that helps make a job interview successful is if the job applicant (A) Exaggerates accomplishments (B) Arrives when the interview is starting (C) Makes eye contact during the interview (D) Brings a family member for support 6. What is one helpful way for a nursing assistant to reduce and manage stress? (A) Talk to a resident about her stress (B) Seek help from a supervisor (C) Multi-task as much as possible (D) Increase caffeine in her diet

56. Exam 2 (cont’d)
7. One important way to try to resolve a conflict is to (A) Never meet halfway (B) Always challenge policy (C) Consider a compromise (D) Antagonize coworkers 8. One way for a nursing assistant to determine whether to perform a procedure or not is to (A) Perform all procedures even if he has no training in the procedures (B) Perform a procedure if he has forgotten how to do it because he will know the steps once he starts (C) Perform a procedure if it is not in his job description, but he knows how to do it (D) Perform a procedure if it is within his scope of practice

57. Exam 2 (cont’d)
9. A nursing assistant must work for pay within the _______ month certification period. (A) 16 (B) 24 (C) 12 (D) A nursing assistant must file the following promptly with the state licensing board: (A) New address (B) Marital status (C) New child (D) CPR certification

58. Exam 2 (cont’d)
11. Employers are required to test staff members for the following: (A) Sexually-transmitted diseases (B) Tuberculosis (C) Cancer (D) HIV/AIDS 12. Signs of burnout include (A) Being slow to anger (B) Obsessing over small things (C) Having lots of patience (D) Lack of frustration

59. Exam 2 (cont’d)
13. At what point in an NA’s employment would a probationary performance review be completed? (A) At 6 months (B) At 9 months (C) At 18 months (D) At 3 months 14. Employers are required to provide _____________ vaccines free of charge to employees. (A) Measles (B) Ebola (C) Hepatitis B (D) Malaria