23rd May 2003, we were about to windup for the day. I could hear some noise from Amit’s cabin. He was firing Benny about delay in releasing offer to AVP who was expected to join from 1st June. The position was very critical; Benny somehow missed it because of regular workload. Sumanth had escalated Benny’s careless attitude to Amit and the fire was on for quite long.
Next day, Hi Benny, good morning, she just glanced at me & smiled. We met for a lunch in cafeteria, I was curious to know about yesterday’s incident and I asked Benny about it. Benny said, that’s very regular here, I have chosen my profession already where Escalation comes as a free kit, I am used to it Sachin...! You will see going ahead; it is just your first day here. Obviously it was new for me, and I was bit nervous about it.
Fundamentally it was Shobhana’s responsibility, her signature and fitment as a Manager-HR was important and she was not in office for a week. Despite reminders and calls from Benny, there was no response. Amit was marked in communications however he overlooked Benny’s emails. Shobhana was Benny’s direct manager and Amit Shobhana’s. Sumanth as a VP should have known that escalating Benny will not help as it is primary responsibility of Shobhana to close offer before going on leave…which in this case failed and Benny had to face bosses boss. Even Amit didn’t bother to review with Shobhana before she went on leave. Chain of gaps..!
It is very obvious that Benny can’t give excuses to big boss as escalating immediate manager may spoil relations later. For me, this incident was really lesson.
I think escalation is to be used for getting things done on time, in time or right ways however at several occasions we notice that people use it as a weapon to revenge. Even small issues goes up to top management and almost everyone contributes to make it worst than working on what went wrong and how to resolve? Many times, irrelevant people are pulled in and then it goes out of control. The main issue sidelines and it brings something else on the table.
Take a moment and think about these questions before doing or being part of any escalation:
1. What is Escalation?
2. Is Escalation must?
3. What is the appropriate time when Escalation must be done?
4. Does it bring the salvation?
5. Can we avoid it?
1. What is “Escalation”?
Very tough to define in simple words, the only reason could be 8 out of 10 escalations at day-to-day work are done or initiated for getting things done on time. Now point here is what these things are and who has to do it on time and to meet what sort of expectations? Is it someone’s demand or the need of larger goal?
I think these questions deserve a pause and provoke a thought to investigate what lies behind all the escalations we see and get irritated.
People assume that ‘Escalation’ is a mechanism to get things done “On Time” inline with expected outcome. Hence it is important that every single object involved in the process has inherited the final goal to be achieved. It is the last step in any executable plan; this step is climbed only if the required results are not visible and if it’s clear that matter is going out of way. But if you want to get things done “In Time/Within Time”, then it calls for Proactive Planning. It requires setting up clear and visible benchmarks, availability of required resources to perform the task and timely monitoring measures.
It is extremely important for the leadership to have the sense of visualizing what can go worst and which factors can contribute to it?. If this is in place and communicated to task force, the chances of getting lost or getting deviated are less than 2%. However this 2% can cause a big Escalation and wipe you out.
2. Is Escalation must?
The answer is; it is not. But if it is not, that means you agree to be Proactive enough or to use ‘Put first things first’ (3rd Habit). If one fails in prioritizing the task-card for the day, it is difficult to meet expectations at the end. Besides this, one has to also master required skills and knowledge. Be updated with new areas & technologies required to perform your role or day-to-day tasks. Many times when one is expected to do particular task, and if he/she is not enough skilled to do so, it becomes embarrassing for the individual as well the desired output doesn’t come up. This leads to irritation of senior managers and calls for escalations. It can further lead to performance issue of individual which may axe job.
It is essential to work on sharpening self, understand expectations and then get sign-off on your understandings. This is what Mr. Covey calls “Seek First to understand and then be understood” (5th Habit). Seek clarity and set timelines for delivery. Put plan in place for required resources before you start. Communicate frequently on progress and make sure you are validated timely.
Escalation can become ‘must do’ if you are careless, if you don’t respond to things which are in your inbox fore more than 1 day. Prioritizing of tasks is the only key to avoid potential escalations.
Do not start your project unless all resources are in place.
3. What is the appropriate time to initiate Escalation?
If you are on other side of the table, make sure you have provided enough clarity and documented your expectations and mutual understanding. Besides this, the timelines for response and frequency of communication is set and mutually agreed. Despite having this communicated beforehand, if the desired outcome is not coming through, you have your rights to raise the alarm.
In today’s fast moving world and having 24 hrs much less to do, I am not in favor of giving 2nd or 3rd chance for improvement. The traditional way of sending 1st, 2nd and then 3rd reminder is no more a suggested way. However there can be one chance and that’s the final one.
There is no appropriate time for escalating, the only time you have is to work on solutions. Key is to realize this and not to spend time on things which have turned out of your control already.
4. Does it bring the salvation?
Yes very much. If you realize that even one chance doesn’t really bring significant value to meet your plan, then escalation is not the solution. This requires handholding, coming together and seating across the table, list down issues, figure out loop-holes and map responsibilities to experts to lead the force.
Working together on the solution is the only mechanism which can bring expertise across and innovative solutions on the table. This doubles your chances of analyzing what went wrong, where to and what to fix.
‘Together we can achieve more’, is not a new phrase for all of us, but we still tend to forget it when it comes to “your way” or “my way”, whereas the efforts should be towards “best way”.
5. Can we avoid it?
We can and we must, put a deliberate effort to make sure 0% escalations while achieving the final goal. It is the final goal that matters. When it comes to an organization or take a team of cricket. There is no point in blaming just one player for not performing, you loose the match because lack of team efforts. Let’s focus on performance of team, appreciate best qualities, celebrate achievements yet have the program in place for individual’s improvements.
Before even making an attempt to escalate anything, we must ensure whether it is must, if yes, why and whether the matter is worth of escalating? If yes, who is the right person to recieve this escalation? We notice several times that top management (COO or CEO) being pulled in escalations which can be handled at VP's level. I call those a 'Natural Leader' who understands their authority in right sense and resolve the issue rather escalating or accepting the escalation. 'Positional Leaders' do exactly opposite.
Let’s make sure before thinking of any escalation, explore possibilities of avoiding it, however if the situation calls for alert then do it for right purpose and limit it to get your purpose resolved within the outlined process.
Hate status-quo..!
