Six steps to better problem escalation
There will always be problems and challenges. When you identify a problem, there are five (or six) ways to escalate it.
Whether you are reporting upwards about a problem or have people informing you about them, there is a progressive scale of maturity and efficiency about how to escalate it correctly.
Level 0: Ignoring or hiding a problem.
Fears being held responsible and hopes the problem will go away or hopes someone else will deal with it.
Level 1: “Hey — there’s a problem.”
Identifies and raises a problem but hasn’t thought about how to solve it.
Level 2: “Hey — there’s a problem, and here are some solutions. Which one shall I pick?”
Identifies a problem and has thought about a few solutions. Seeks approval before executing.
Level 3: “Hey — there’s a problem. Here are a few ideas for solving it. I recommend option B. What do you think?”
Identifies a problem, has thought about a few solutions, recommends one and asks for advice.
Level 4: “Hey — there’s a problem. There are a few ways to solve it, and here’s what we’re doing about it.”
Identifies a problem, has thought through a few solutions, has a picked one and is executing.
Level 5: “Hey — there was a problem. Here’s how we solved it.”
Identifies a problem, picks a solution and executes. Problem solved.
The higher up the levels you go, the better.
Don’t do number 0.
