Effective communication is crucial for success in today’s fast-paced business world. However, one of the most misunderstood aspects of workplace communication is the concept of escalation. Many people view it negatively, associating it with complaining or failure. Nevertheless, when used correctly, escalation can be a powerful tool for progress and problem-solving.
The Escalation Conundrum
Let me share a personal story that illustrates the varied approaches to escalation I’ve encountered in my career.
In one role, I had a manager who insisted on immediate escalation of any roadblocks. Our interactions centered around the “Escalation button,” leading to discussions about serious work issues only two or three times a month. This approach enabled us to stay agile, concentrate on growth hacking, strategy, and enhance overall business performance. Each team member focused on their specific vertical, resulting in a highly adaptable, cross-functional team that emphasized both strategizing and execution.
Contrast this with another manager who adopted a hands-off approach, saying, “I’ve hired you to do your job, not to come to me with problems.” This led to fewer discussions about roadblocks I faced, but interestingly, I found myself pulled into solving my manager’s problems. Neither approach was inherently right or wrong, and my problem-solving mindset allowed me to adapt and thrive in both environments. Before one makes any judgment, let me clarify both were great managers in their own right, exceptional with their strengths and self-aware with their weaknesses.
I saw, the word ‘escalation’ as a combination of ; a sense of urgency or the issue at hand is critical for a business function and needs prompt attention or a warning before things spiral out. I have seen that just adding ‘Escalation’ in the email subject line works wonders where things were stalemate for weeks, but overdoing it may not be wise.
Recently, while advising a startup on creating an escalation matrix, I was met with strange looks. Upon probing, I realized they associated escalation with promoting a complaint culture. This misconception is more common than you might think, which made me write this post.
Redefining Escalation
So, what is escalation really about? At its core, escalation is about building a communication channel with people who have the influence (not necessarily authority) to make things happen in the interest of the people or organization. It’s not about complaining; it’s about progress.
Key Takeaways and Best Practices
- Clarify the purpose: Ensure everyone understands that escalation is a tool for progress, not a complaint mechanism.
- Establish clear channels: Create a well-defined escalation matrix that everyone knows and understands.
- Encourage appropriate use: Train team members on when and how to escalate issues effectively.
- Balance autonomy and support: Find the middle ground between immediate escalation and complete independence.
- Foster a problem-solving culture: Encourage team members to attempt solutions before escalating.
Conclusion
Rethinking escalation can transform it from a dreaded last resort into a valuable tool for organizational success. By establishing clear, positive escalation practices, we can create more efficient, communicative, and productive work environments.
What are your thoughts on escalation in the workplace? Have you experienced similar misconceptions or different approaches? I’d love to hear your stories and insights. Please share your experiences or any additional best practices you’ve found effective in the comments below. Your feedback can help us all build better communication channels in our organizations.