How should a CNA respond to a resident who is nonverbal but distressed?

• A. Yell to get attention and move quickly.
• B. Ignore the distress and proceed with care.
• C. Scold the resident for being upset.
• D. Observe nonverbal cues, use calm tone and gentle touch (as appropriate), provide comfort items, and report concerns to the nurse.

Answer: (D)

When a resident who cannot speak is distressed, the best approach is to respond with calm, attentive care that validates their experience and reduces anxiety. Start by observing nonverbal signals—tone of voice, facial expressions, body posture, restlessness—and use a soothing, slow manner. Speak softly and simply, move gently, and use a reassuring touch if it’s appropriate for that resident and situation. Offering comfort items, a familiar blanket or object, and ensuring a comfortable position or environment can help—and check basic needs like pain, bathroom needs, hunger, or temperature. It’s important to report concerns to the nurse so any underlying medical or care issues can be addressed promptly.

Yelling, ignoring, or scolding increases fear and agitation and does not address the resident’s immediate discomfort or needs. Those reactions can erode trust and make future interactions more challenging. The preferred approach centers on calm, compassionate, person-centered care and timely escalation when medical factors may be involved.