January 25: When and how to escalate an issue at work
An escalation serves the purpose of an unblocker.
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Source: Atlassian
Published: August 2020
When and how to escalate an issue at work
When collaborating on a project or piece of work you will inevitably run into conflicting priorities and different styles of communication. This can cause uncertainty and delays, as well as damage relationships.
An escalation serves the purpose of an unblocker
and should only be utilized when all other reasonable steps have been unsuccessful. Here are 4 steps in the escalation process:Â
Acknowledge and align on the problem: All parties involved need to agree on what the problem is
Clarify the options: (a) Identify the different perspectives and list out possible options to move forward and (b) Each party should flag their preferred option
Understand the trade-offs: (a) Understand each party’s priorities and (b) List pros and cons
Escalate appropriately: (a) All parties should align on the escalation path and understand who needs to be involved in the next level conversation and (b) Continue escalating up until the issue can be resolved satisfactorily for all parties
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