Download unit.306 technical advice in operation and more Exams Medicine in PDF only on Docsity!
- Open and closed questioning are two techniques used to identify customers' needs.
Describe one advantage and one disadvantage for each technique. (4 marks) - ANS_Open-
Adv- Can gather a wide range of information
Dis- Could lose focus on the relevant issue
Closed-
Adv- Focuses on the specifics
Dis- Conversation could be one sided
a) State one method used to confirm that a customer understands technical advice. (1 mark).
b)Explain why the method stated in a) is effective in confirming the customer's understanding. (2 marks)
- ANS_a) Ask for customer to summarise.
b) Asks the customer to give their understanding of what has been discussed in a concise manner, proves if they have enough understanding to talk about the advice themselves.
a) State two effective methods for communicating technical advice within your department. (2 marks)
b) Give one reason why each method stated in a) is effective. (2 marks) - ANS_a) Email, video conferencing
b)
Email- Gives you more time to prepare information
Video conferencing- Allows you to have visual meetings with people who aren't in the same room as you.
.4) A new member of staff who works term time has joined the team. Their leave needs to be calculated.
a) State two up-to-date and reliable sources from which to obtain the required information. (2 marks)
b) Give one reason why these sources are accurate. (1 mark) - ANS_a) Organisation's Intranet, HR guidance.
b) Information put on these sources is official and reliable.
a) State two potential barriers that may affect providing information or technical advice. (2 marks)
b) Explain why these are barriers (2 marks) - ANS_a) Limited knowledge of team/individual person, Data Protection regulations
- Explain one potential positive and one potential negative impact on the customer in this situation. - ANS_Positive- Customer doesn't have to wait too long for the information and is therefore satisfied with the service.
Negative- Customer has to wait a long time for answers and therefore complains about the service.
- The result of the research sets a precedent for subsequent cases.
Describe the process to follow to ensure this type of case is dealt with consistently in the future. ( marks) - ANS_- Analyse the case and identify who needs to be communicated with.
- Communicate with the relevant parties and give all information of the case, such as a written report.
- Help them create the new process as you have experience in dealing with it.
- Share findings with relevant stakeholders, people etc so they are aware of the new process.
