1.2.1 Understand px expectations & manages situations where these cannot be met

Question 1

How do you understand px expectations and manage situations where they cannot be met?

Answer 1

• convey expert knowledge in informative & understandable way, not using jargon
• explores px’s expectations and check level of understanding
• emply px centred approach to understand px’s perspective
• able to empathise with and manage px’s needs, resolving any problems to mutual satisfaction
• layman explanation used to explain to px