Documentation: Nonverbal Communication In The Workplace

Without documentation, an employee's allegations become a "he said, she said" scenario, no matter how fabricated the story may be. Documentation is critical to refute claims of unfair, discriminatory and retaliatory practices, and meticulous records of each and every counseling session with a poor performer can rebut any claims that he was a stellar employee. Documentation justifies that your actions and communications were legitimate and taken out of business necessity. It also helps your staff to improve. An employee, angry at your statements or focused on defending his position, may not listen to the message you are trying to convey. But providing written documentation of your conversation to the employee reinforces your statements by allowing him to revisit the information when he is calmer.
Certain types of verbal communications in the workplace should always be documented. For example, a small-business manager must record in writing all counseling sessions and verbal warnings given to an employee. Assess other types of communication -- such as voicemails, face-to-face meetings and conference calls -- to determine if they are important enough to document. Don't document every verbal communication -- or you would never have time for actual work -- but decisions, action items and

Include who was present for the conversation, a summary of the key issues that were discussed and the responses given by the employee. The document should also set forth any mutually agreed solutions, future review dates and consequences for failure to improve. Notations to yourself are better than nothing, and emails to another manager confirming your conversation with the employee is even better, but the most effective documentation is something you formally share with the employee. Maintain a copy of the documentation in your supervisor file for future