Module 2 · Jobsite Communication, Teamwork & Conflict
Worksheet 2.5 — Customer / Resident Communication Practice
Role-play your own acknowledge-and-route response.
Name: ______________________________
Date: ______________________
What You Know, What You Don't, What's Next
- Identify — The concern raised, clearly and specifically.
- Separate — What you know vs. outside your authority.
- Acknowledge & Route — Acknowledge, then name who handles next.
Scenario: “Why Is This Taking So Long?”
- Concern: Resident frustrated about construction noise
- Acknowledge: “I understand that's disruptive for you.”
- Route: “I'll have the site supervisor follow up today.”