In this guide
“Do you understand?” often produces a polite yes even when the next step remains unclear. A municipal employee needs a way to check the usefulness of the explanation without making the resident feel examined. The focus should be on what the person plans to do next and whether the information supports that action.
Ask about the next action
A practical question can invite the resident to describe the next step in their own words. Explain that you want to make sure you gave useful directions. The question should not become a test of vocabulary, memory or intelligence.
In a fictional service exercise, an employee explains where to find a program page. The resident then describes a different task than the one the employee intended. That is a signal to revise the explanation or clarify the original request, not proof that the resident was inattentive.
Keep the check proportionate
A simple location question may need only a brief confirmation. A multistage process may benefit from a written summary or a pause after each step. Do not ask the person to repeat a long speech. The employee should reduce complexity rather than shift the entire burden of remembering it to the resident.
Phoenix's language-access and accessibility resources provide context for varied communication needs. Use the approved assistance process when needed. A next-step check is not a replacement for language assistance or an appropriate accessible format.
Revise the explanation without blame
If the answer reveals confusion, try a different structure. Name the immediate task, show the official label and identify the destination. Remove information that belongs to a later stage unless it is necessary now. Keep any consequential conditions that the person needs to know.
A peer observer can note whether the employee becomes defensive or simply improves the explanation. Useful feedback describes a changeable behavior: “gave three destinations before identifying the task” is better than “was confusing.” The same respect used with residents should shape staff practice.
Leave space for an unresolved question
The resident may ask something the source does not answer. Acknowledge the limit and use the authorized route for clarification. Do not force the conversation to end with apparent certainty by inventing a deadline, exception or outcome.
The check is successful when it reveals what the next step means to the person and helps the employee adjust. It is not evidence that every future part of the process will be easy, that an accommodation has been completed or that the resident has agreed to a consequential decision.
Sources and limits
Official public sources checked October 5, 2026. Examples and exercises are original editorial illustrations, not City records or instructions.
- City of Phoenix Language Access Plan
Citywide public planning principles; department-specific implementation must be confirmed. No legal advice.
- Citywide Accessibility Resources
Published accessibility resources across departments. Individual accommodations and legal obligations require authorized review.