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

Next week

We will explore another soft skill, being responsive, in an episode to be released next Wednesday.

Our latest Serious Soft Skills Podcast looks at how paying attention to details can help an individual, the team and the organization. But unfortunately, most of us struggle with this important soft skill. Learn why it matters and how to do it better in this episode of Serious Soft Skills.


Cohosts Dr. Tobin Porterfield and Bob Graham explore the many important benefits of paying attention to details.

Among the topics they cover:

  • Who benefits from our attention to detail
  • What happens when we don’t pay attention to details
  • How to pay attention to details more effectively
  • Eight hints for better paying attention to details

Next week

The Serious Soft Skills Podcast will explain how complying with standards makes the soft skills list.