[difficult people] - 13. Effective Documentation: A Key to Clear Communication
Dealing with Difficult People
Looking back over the list, somehow I didn’t send this one through! Too many in this series perhaps.
At some point in your interactions with difficult people, you will want to start documenting your interactions. This can help give you clarity in a case of gaslighting, and may be needed should there be formal interactions with HR (or even legal proceedings).
Documentation Story
Sarah sat at her desk, head in her hands, wishing she had started documenting months ago. Her colleague Tom's passive-aggressive comments and project interference had escalated from minor annoyances to serious obstacles, culminating in him taking credit for her team's major project during the quarterly review. When HR asked for specific examples of Tom's behavior, Sarah could only provide vague recollections and approximate dates. "If only I had kept records from the beginning," she thought, realising how different things might have been with proper documentation.
Sarah's story is all too common in today's workplace. Many professionals only realise the importance of documentation after a situation has become untenable. But there's good news: by implementing strong documentation practices early, you can protect yourself and your career while maintaining a professional approach to workplace challenges.
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A few things to remember about documentation:
1. Start Early
Proactive Documentation: Begin documenting as soon as you notice a pattern of difficult behaviour or conflict. The more data you have to go on, the easier it becomes to identify trends, and the better you’ll be able to provide context.
2. Be Detailed and Objective
Specific Details: Stick to the facts; include dates, times, locations, and the names of anyone who witnessed what happened. Detail what was said and done by both parties without embellishment.
Objective Language: Use neutral, factual language to describe events. Don’t bring judgements or emotional language into your record.
3. Focus on Behaviour, Not Personality
Behaviour rather than Character: Document specific actions / behaviours rather than making general statements about the person's character or intentions. This approach keeps the focus on what is concrete.
4. Include the Impact
Work Impact: Note how the difficult behaviour affects your work, including any impact on productivity, team dynamics, or your own well-being.
5. Record Your Responses
Your Actions: Document any response you have made, including any attempts at resolution or discussion. This can demonstrate your proactive approach and willingness to resolve the issue.
6. Secure Your Documentation
Privacy and Security: Keep your documentation in a secure place. If it’s digital, ensure it’s password-protected. If it’s physical, keep it in a safe location where only you can access it.
7. Know When to Share
Sharing With HR or Management: Understand when it’s appropriate to escalate the situation by sharing your documentation with HR or management. Once you have tried directly, or if you see an increase in the severity of the behaviour, or if you find yourself struggling to complete your work as a result of the situation.
8. Review and Update
Ongoing Process: Documentation is not a one-off task. Continue to update your records with new incidents or interactions, including any further attempts at resolution.
9. Consult HR Early
Early HR Consultation: Even if you're not ready to formally report the situation, consulting with HR about how to document issues effectively can be helpful. They can provide guidance on what information is most relevant and how to maintain records appropriately.
10. Understand Legal and Policy Frameworks
Company Policies and Laws: Make yourself familiar with relevant company policies and legal frameworks regarding workplace behaviour and conflict resolution. This knowledge can guide your documentation and ensure it aligns with policy requirements.
Moving Forward
Remember that documentation isn't about building a case against someone: rather, it's about creating clarity in difficult situations. Good documentation can lead to better understanding, more effective resolution strategies, and a healthier workplace for everyone involved.
By following these guidelines, you'll be better prepared to handle workplace conflicts professionally and protect your interests while maintaining high standards of workplace conduct.
This newsletter is intended as general guidance. Always consult your HR department or legal counsel for specific advice regarding workplace documentation.