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Questions: open or closed?

This service excellence module focuses on using your professional judgement to know whether to ask open or closed questions, including scenario-based learning. 

This Service Excellence module is about open and closed questions. It will consider the characteristics of each type of question, when they are best used and a scenario for you to improve your understanding.

It is important to ensure you're asking the correct questions for a particular scenario

Objectives

After studying this module, assistants will:

  • Know the difference between open and closed questions
  • Understand when to use each type of question to get the necessary information from a customer.

About this module

This module is suitable for all members of the pharmacy team who wish to increase their knowledge of communication skills. This module has been endorsed with the NPA’s Training Seal as suitable for use by pharmacy teams as part of their ongoing learning.

 

Download

Click here to download a PDF of the module as it appeared in print. You can still use your online learning log to record your learning outcomes and impact on your practice.

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