The decision on when to escalate a situation to a boss or supervisor is an important one, for which rules are rarely clear. In today’s episode, cohosts Dr. Tobin Porterfield and Bob Graham are going to explain this soft skill and how and when we should be escalating a situation to a higher-up, and why successfully using this soft skill can help an organization’s culture and trust.
Porterfield and Graham explore the idea of escalating situations from the manager and employee perspective and how this soft skill really comes down to determining the right people to provide the right information to at the right time.
Among the topics they discuss are:
- Fierce Conversations by Susan Scott, and its application to escalating a situation
- Two sides of the coin: one where the situation does not escalate and the other where escalation occurs
- Our natural desire to avoid problems
- Why managers need to know about problems early
- The nuance of determining when to escalate a situation and when to handle things on their own
- Determining when escalation should occur: immediately or at the next update
- Why creating a list of when to escalate can never work
- How the unique nature of each organization makes it impossible to determine exactly when to escalate
- Where accepting criticism, another soft skill, fits into being able to escalate
- Helping a boss to avoid problems later
- A powerful example of when not escalating hurt a leader
- When the ability to escalate helps build a stronger organizational culture with transparency
- The responsibility that everyone in an organization has to ensure proper escalation
- How escalation when properly handled creates confidence in an organization and builds trust
We will explore another soft skill, being responsive, in an episode to be released next Wednesday.