Short answer

If a verbal handover conflicts with a form, do not erase either account or assume one automatically prevails. Follow the record’s correction and incident procedure, preserve the existing entry, and add the discrepancy, time, speaker and verifiable evidence. Ask the authorised owner before a product or equipment decision, and hold the relevant step as procedure requires. Have an authorised person make a traceable correction.

When spoken handover information conflicts with a record, make the discrepancy visible instead of automatically declaring either account correct. The applicable order depends on the organisation’s approved record and decision procedures.

First: preserve the existing record. Do not erase or overwrite the form; correction methods vary by record type.

Log the discrepancy

Note time, field, person providing the information and any verifiable supporting source.

Separate the decision

If a product, equipment or shipment decision is due, contact its authorised owner; do not bypass required checks.

Authorised review

Have the reviewer compare both accounts and make any traceable correction/incident record required by procedure.

Recurring conflict

If the same field conflicts again, collect examples and report ambiguity in its definition, timing or ownership to the supervisor.

Close the handover

Pass the open issue, assigned owner and expected response to the next shift in writing.

A verbal explanation can help an inquiry; record precedence and correction validity follow local procedure.

When spoken and written handover information conflicts