Escalation lets do it right


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Published in: Technology, Business

Escalation lets do it right

  1. 1. Escalation – Lets get it right © 2013 Hrishikesh Karekar
  2. 2. What is escalation ? Webster defines escalation as “to increase in extent, volume, number, amount, intensity, or scope.”
  3. 3. What is escalation escalation means initiating an additional sequence of actions over and above the normal process flow that is required to release a “blockage” or solve an “issue” to achieve a particular objective; in most cases, involving management levels above you to facilitate the resolution
  4. 4. Whenweneedit? Resource conflict Resource Conflicts Risk to Key Project Indicators
  5. 5. Whenweneedit? Resource conflicts Inter group Conflicts Incorrect expectations about roles and responsibilities
  6. 6. Whatpreventsusfromescalating? Fear of Conflict Lack of confidence because of not having a detailed understanding of the issue
  7. 7. Whatpreventsusfromescalating? Protecting someone Not sure if it’s the right time to escalate Not understanding the criticality of the issue
  8. 8. Expected Outcome ? Approval – Yes / No answer Mediation needed – Conflict Resolution Keep management informed – potential issue
  9. 9. Is it right time to escalate? Do you have all the appropriate know-how to make the decision, or does another subject matter expert or stakeholder(s) need to be consulted (and that input could change your decision)? Can you approach these experts or stakeholders directly (without going through the escalation route) or is escalation the only way to obtain their input? Have you exhausted all other options and any further delay could have a detrimental effect on the project outcome/deliverables?
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  11. 11. More often than not, this may not be the HR boss Right Person
  12. 12. Right Channel you must find the right channel to escalate to make sure the person you are escalating to gives the proper attention the issue deserves
  13. 13. Right Level Escalate to the appropriate level in the hierarchy in which there is someone empowered to make the decision or intervene
  14. 14. Right Problem • State the problem very clearly. • Provide another concise summary of the problem and also indicate where detailed information can be found. • Do not assume that the people you are escalating to have the required background information.
  15. 15. Right Needs • State explicitly what you need. • Don’t leave any ambiguity; clearly and explicitly, indicate what you expect from the person to whom you are escalating to get what you want, • and more importantly, when you need it and the impact/consequences if the expected action is not taken in time.
  16. 16. Right Follow up Follow up, even after sending that e-mail and/or making the telephone call
  17. 17. Right Communication • Use appropriate, respectful content and escalate in a mature and respectful manner. • Harsh e-mails and/or telephone calls and inappropriate behavior complicate more things than they solve. • Always remember that resolution of the “issue” is of utmost importance and this is what must be highlighted in such communication.
  18. 18. “Escalation in a project is like driving a car with manual transmission. You can drive everywhere in second gear, but it is bad for the engine, makes a lot of noise, and it’s just plain inefficient. Changing gear up or down at the appropriate time delivers a smoother ride for everyone.” from
  19. 19. Thank You Based on the (c) Hrishikesh Karekar