Be There: People Come First

Be There: People Come First 

The purpose of this course is to familiarize the learner with basic components of communication in the professional care environment. Information related to the basic principles of communication and how it impacts professional relationships are presented. The course engages the learner in the core principles of communication, preventing miscommunication, and ensuring that cultural factors are taken into consideration.


Hours: 1.00


Certificates provided by accrediting body (4 Match)

Washington State Department of Social and Health Services (ALL Direct Care Workers)


Relias Learning, LLC is approved as a Curriculum Developer by the Washington State Department of Social and Health Services. This activity is approved for 1.00 contact hours for all WA State Direct Care Workers. Training Provider Code: WA0624. CE Approval Code: CO1933267

Florida Board of Nursing - Certified Nursing Assistants


This is not an accredited course for professional license renewal. Florida CNAs may use this inservice toward meeting their annual inservice requirement.This activity is approved for 1.00 contact hours.

Oregon Department of Human Services


This course is approved as continuing education by the Oregon Department of Human Services in accordance with state regulation 411-057-0140 for Assisted Living Administrators, Residential Care facility Administrators and Memory Care Communities within the State of Oregon. This activity is approved by Oregon Department of Human Services for 1.00 contact hours.

Oregon Department of Human Services (AFH)


Course Details

Course Code: REL-PAC-0-BTPCF
Hours: 1
Type: Online Course
Content Expiration Date: 6/30/2025


1. Introduction

a. Definition of communication 

b. Two sides of communication 

i. Sender 

ii. Receiver

c. Communication builds trust

i. Reliability

ii. Informing others

iii. Tracking and prioritizing

d. Methods of communication that result in misinterpretation

i. High-pitched voice

ii. Voice volume

iii. Speed of speech

iv. One-sided conversation

v. Grammar

e. Learning engagement: True/False questions

2. Nonverbal communication

i. Sender

1. Folded arms

2. Fidgeting

3. Wandering eyes

4. Yawning

5. Sighing

6. Eye rolling

ii. Receiver

1. Facial expressions

2. Lack of eye contact

3. Frequent position changes

4. Posture

5. Hand gestures

iii. Learning Engagement: Mix and Match nonverbal communication with meaning

3. Techniques for improving communication

a. Smiling

b. Eye contact

i. Cultural considerations

c. Greeting

i. Name use

ii. Terms of endearment

iii. Unique to person being greeted

d. Speaking clearly

e. Positive body language

f. Case Scenario: Ben is home caregiver for new client

4. Focusing on client 

a. Distractors 

i. Technology

ii. Distance

iii. Noise

iv. Comfort 

v. Safety

vi. Topic deviation

1. Case Scenario: Lisa changes topic without warning

5. Active listening

a. Listen with a purpose

b. Repeat back to show understanding

c. Summarize

d. Nonverbal active listening

i. Nodding 

ii. Smiling

iii. Squeezing one’s hand

iv. Furrowing brow

v. Head position

e. 10 rules of active listening

i. Stop talking

ii. Create a space

iii. Hold judgment

iv. Don’t be label reader

v. Keep an open mind

vi. Focus on speaker

vii. Visualize what’s being said

viii. Remember names

ix. Summarize and ask questions

x. Be aware

6. Ending communication

a. Saying goodbye

b. Learning Engagement: Case Study

7. Miscommunication

a. Listen carefully

b. Paraphrase and get clarification

c. Apologize and accept responsibility

d. Discover expectations

e. Prevention tactics

i. Anticipate

ii. Don’t forget

iii. Don’t wait to be reminded

iv. Give a status report

v. Don’t mislead

vi. Confirm who is handling the problem

vii. Offer more

f. Case Scenario: Effective communication about a lost sweater

8. Additional considerations

a. Respect personal space

b. Respect personal belongings

c. Respect living space

d. Respect privacy

e. Keep it about the client

f. Show cultural sensitivity

9. Summary

Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.