Communication, Documentation, and Client Satisfaction
What this domain tests
Communication, Documentation, and Client Satisfaction tests clear field communication, contemporaneous records, daily reports, timesheets, RFIs and change orders, and professional client interactions.
Core rules and concepts
- Communication requires a sender, a clear message, an appropriate medium, a receiver, and feedback. Confirm understanding by asking the receiver to restate the instruction.
- Document facts, not opinions, and do it the same day. Record weather, manpower, equipment, work performed, visitors, delays, safety talks, and instructions received.
- Complete timesheets accurately with the correct cost codes; inaccurate coding distorts job cost and productivity.
- Use an RFI to clarify design intent or resolve conflicting information. Use a change order when scope, price, or time changes.
- Do not proceed on a verbal change from the client without written authorization unless it is a documented emergency.
- Client satisfaction depends on realistic commitments, proactive updates, a clean and professional site, and a timely punch list and closeout.
Worked example
An owner's representative tells the crew leader to move a wall 2 feet. The leader does not move the crew that day. The leader records the request in the daily report, notifies the project manager, and submits an RFI/change order request before work begins. Reasoning: the request changes scope and possibly layout, cost, and schedule. Documenting it contemporaneously protects the contractor and gives the client a clear decision path.
Traps that cost marks
- Writing opinions (“crew was lazy”) instead of facts (“three laborers idle 10:00–11:30 awaiting material”).
- Reconstructing daily reports at the end of the week.
- Accepting verbal changes and discovering the cost later.
- Promising a completion date without schedule and management approval.
- Hiding bad news instead of reporting it early with a recovery plan.