Conversation Log

Written By: John Hoxsey
Certified Master Loan Processor (CMLP)

You may not be a troublemaker, but sometimes trouble has a way of finding even the best employee. Workplace miscommunication and conflict can add stress to every day and make your life miserable. But there's an easy way to protect yourself from accusations, blame and disrespect at the office: by keeping a great conversation log.

In a work environment, most conflicts arise due to miscommunication. Either expectations weren't clear or they changed when you weren't looking. The best way to avoid conflict is to understand what you are being asked to do. The next best way is to have proof that you're doing what you were asked. That proof is a complete and accurate conversation log. Of all the ways to keep yourself out of trouble and get ahead, your conversation log, if thorough and detailed, can provide you a clear path. With a conversation log, the pen truly is mightier than the sword.


First, your entire conversation log should be dated. Date the top of each page and when someone makes an important statement, put a time next to it when you write it down. Dates and times become difficult to argue against when one person says one thing and you say another. Time and date specifics trump general claims in verbal arguments every time.

They say: "The other day I asked you to submit the Smith file"

You say: "On October 12th at 12:45p.m. we did talk, yes. But you asked me to submit the Smith file only after the appraisal was done —which I did on October 14th. I also have in my notes that I called you to let you know the file was submitted on that date. The file is at the lender now."

After you refer to your conversation log a couple of times, your loan officers and co-workers will become aware that you document everything thoroughly. In turn, they'll rise to the occasion and communicate with you more clearly.

Remember - Your reputation is your business.

Happy Processing!!!

About the Writer. As one of NAMP's volunteer writers, John Hoxsey is currently a NAMP member in good standing and is a NAMP Certified Master Loan Processor (CMLP). If you would like to become a volunteer writer for NAMP, please email us at: blog@mortgageprocessor.org.