[Your company name] presents:
 Michala Homolova
Personal Effectiveness – The Right Decisions
Time Management & Effectiveness
#5
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Escalation
Delegating

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Agenda

What is it?
Escalation is an act of informing people on the next (higher) management level about a problem or a
situation, to get their attention and help.
When to escalate?
How to do it?
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ESCALATION

Activity 1: assessments of ESCALATION
From: Sales Manager
To: CEO
Cc: Superior of the Sales Manager
Subject: Escalation
Dear CEO,
it is becoming increasingly serious, Operations poor deliveries prevent me from generating
revenues. Please take this as official escalation, it is unsustainable, I cannot control all the
Operations deliverables.
Best regards
XY

ESCALATION Assessment
From: Project Manager
To: Operations Director
Cc: empty
Subject: URGENT!!! Engineer needed
Dear Ops Director,
I urgently need an engineer for the completion of the YZ project. The engineer that is currently
assigned fell sick.
Best regards
XY

ESCALATION Assessment
From: Engineer
To: Chief HR Officer (based in UK)
Cc: empty
Subject: Complaint
Dear James,
I want to escalate poor people management in Brno. I was sent a performance improvement plan that I
don’t agree with and I was told that it doesn’t matter, it is still valid. I reviewed UK HR portal
and no policy states this is true. Please investigate this 1st line manager's master-servant type
of attitude towards my role in the organization.
Best regards
XY

Activity 2: Brainstorming on ESCALATION
When to escalate?
What things do you consider before you escalate?
What things do you consider when reacting to an escalation?

ESCALATION
Things to consider before you escalate
• Timing (not too early, not too late) BUT “bad news early”
• Heat
• Did you do maximum on your side?
• Addressed with competent person first?
• Choice of person to escalate to
• Hierarchy
• Clarity, specificity
• Image, perception, professionalism

ESCALATION
Things to consider when reacting to an escalation
• Urgency
• Empowerment of competent people
• Did the person who escalated to you do maximum on his/her side?
• Addressed with competent person first?

Activity 3: Reaction to ESCALATION
Work in teams on the assigned examples: react to the escalation.
What are the possible reactions to an escalation?

Good luck!
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