THE EFFECTIVE USE OF LANGUAGE

I cannot stress enough that whenever you are documenting the disciplinary process, you should lead into the specifics and then focus on them. The more detailed—clear, objective, and complete—the documentation is, the better. Precise, defensible language is your ally here, as is language that makes an impact on the employee. You want to convey whatever information is needed to resolve the issue, and you want to do so in a way that sparks the employee’s motivation and then continues to fuel it. Remember: the commitment to change must be intense and lasting; it has to survive the difficulties the employee may encounter later, when trying to modify his or her behavior.

Defensible Language

Defensible language means language that conveys specific, objective facts. Indefensible language is vague—subject to interpretation, indefinable without explanation. Such language is best exemplified by the two terms bad attitude and insubordinate. Managers tend to overuse them and thus unwittingly subvert the disciplinary process.

To avoid this trap, detail the observations that led to your conclusion of insubordination or bad attitude. For instance, the following describes a bad attitude: “The employee was argumentative with a customer. I directly heard him shout into the receiver, ‘The shipping problem isn’t my fault! What do you expect me to do?’” Such a statement adds definition and is easily understood. So be specific: detail the instances that led to your conclusion of insubordination or bad attitude, and thoroughly describe the employee’s behavior.

Impact Words

Starting on page 107 is a list of words and phrases often found in good documentation. Use them to formulate sentences for your discipline and documentation efforts. Notice that some instill action, while other point toward change. They will help you clarify and detail work expectations.

To get an idea of how such impact words work in a sentence, look at these samples:

Together we can search for alternatives to isolate factors for improvement to prevent future problematic issues.

Let’s work together to jointly establish a mutually agreeable course of action.

You need to search for alternatives that will contribute to task deliverables. Failure to comply or implement our agreements will result in further formal action.

Your flagrant disregard for our mutually defined goals continues your prolonged pattern of ignoring compliance to expected group norms.

•   Our counseling process and our subsequent goal setting has reinforced your need to improve and modify your unproductive pattern of behavior.

•   We need to work together as a team to improve your level of understanding. You must take ownership in this process to lessen the likelihood of further disciplinary action.