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is escalation the only solution

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Marwah Saleh Application Analyst| King Abdulaziz hospital , National Guard Health Saudi Arabia
what to do if the organization culture doe not read email , do not reply if they read. they are not committed to due date. you need to follow up many times by email, phone and personal visits to get things done.

I do not think escalation is right and practical thing. from your experience what are possible solution to deal with this situation.

thank you
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Tamer Zeyad Sadiq Assistant Cost Manager| Turner & Townsend Riyadh, Ar Riyad, Saudi Arabia
of course no!!! first of all, you should know what is communication management plan described to follow it. Generally any issue or problem, you should solve face-face friendly, if it's not activated, you can follow escalation process.

So, you solve any issue step by step!!!
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Anton Oosthuizen Senior Business Analyst / Project Manager| Self Employed Pretoria, Gauteng, South Africa
This is a very difficult issue to address since based on your description it is not a project related issue but a culture issue. Changing corporate behavior from within a single project is next to impossible so I do not see any other alternatives but to escalate this within your project structure. My personal opinion is that we tend to associate escalations only with the negative, last resort, laying in the stick approach. That thinking is wrong. Escalation means than ratting somebody out. Actually, it does not mean that at all. Yes, there are times when we need to tell somebodies boss that they are not doing what they need to but mostly it is about highlighting a deficiency in a process to an authority at a higher level of decision making. We should stop being afraid of escalation if it is for the greater good of the project. You risk alienating and make enemies when you escalate issues that can be resolved with the team not so much when you escalate a culture issue.
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Anton Oosthuizen Senior Business Analyst / Project Manager| Self Employed Pretoria, Gauteng, South Africa
I agree that in some organizations the number of emails is just ridiculous but that should not be an excuse for not responding. The biggest mistake that such a culture make is to assume that if I cannot do it all now I just don't do anything. If I request a detailed review then the least I expect is a response to say that it has been scheduled and can only be attended to in 6 months time. I then have the information at my disposal to take appropriate action. It the "all or nothing" mindset that should be changed in such a culture not to al "do it now" mindset but to a "there is something in-between" inset.
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Anton Oosthuizen Senior Business Analyst / Project Manager| Self Employed Pretoria, Gauteng, South Africa
Jul 14, 2019 2:49 AM
Replying to Karuna Basu
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You did not mention the language of email you use. I assumed your email language is English and Organizational culture is same as Native culture which is supposed to be. And based on that I express my opinion as follows.

You might change the language (use Native) of your email and most importantly you change the Greetings pattern (salutation and closing of letter) of your email based on their culture.

I guess, the culture is not to read email but to read email in their own language. Reason might be they are not proficient in English or they love too much their native language and consider their culture is highly rich (so far greetings are concern).

Not to read Email is nothing to do with culture, it needs proficiency in language written the mail, love / fun to read and write in that particular language, pleasure feeling with salutation and closing and top of all appetite of knowledge.
You can talk about Ownership / Realization of benefits but those are basic practice of all cultures. They know all those things and practice in their personal and professional life.

However, you can think about trainings on language proficiency, sense of Ownership (Responsibility), Holistic (tangible & intangible) benefits realization, email etiquette, etc. for your stakeholders

Every culture develops based on so much reading and writing in its native language (on paper in past and electronic mode in present), otherwise no culture develops. Therefore, we can not say not to read email is culture.

Just follow the strategy of PMI - started disseminating the project management concept translating PMBOK Guide in different language. It is easy to accept by any hardcore culture.

You can do another thing that is auditory announcement, few cultures they prefer regular / periodic auditory announcement because they are familiar with this kind of system from their childhood.
Therefore, you meet with all your stakeholders (top to bottom) and ask them about their preference to languages of email - English / Native and with consensus you implement. You can take help of translator / interpreter if you are not proficient in Native language and culture.
There is no question about escalation because where to escalate, it's organizational culture inculcated to all - top to bottom.
But not reading and not responding are two different things. Yes emails, if long can be confusing when it is not your native language but writing a simple subject line should get people to at least attempt to read the email. If it is unclear then the recipient should respond as such.
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1 reply by Karuna Basu
Jul 16, 2019 12:51 AM
Karuna Basu
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Hi Anton,
You are right ! Being responsible stakeholders they can at least give one line or one word response irrespective of language. Not responding email at all is really surprising. I think root cause is something else.

As you told email writing pattern can be changed - it should be short and concise, might be simple subject line rather than cluster of words and complicated sentences. Absolutely right !
Thanks !
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WEE ANN JIMMY NG Director, Education Technology| Fiamo Pte Ltd Singapore, Singapore
Close door, face to face discussion about this lack of interest issue. Get a respected neutral party to be a moderator, if necessary.

There are deadwood around that just want to pass time or do the minimal until next payday. Their actions could infect the others. Especially when such actions are not caught, corrected or reprimanded early

Other thinks that they are copied in the email loop as everyone does it, so it is best to ignore. but did they know that they are solution owner to begin with ?
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Karuna Basu New Panvel, Mumbai, Maharashtra, India
Jul 15, 2019 1:29 AM
Replying to Anton Oosthuizen
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But not reading and not responding are two different things. Yes emails, if long can be confusing when it is not your native language but writing a simple subject line should get people to at least attempt to read the email. If it is unclear then the recipient should respond as such.
Hi Anton,
You are right ! Being responsible stakeholders they can at least give one line or one word response irrespective of language. Not responding email at all is really surprising. I think root cause is something else.

As you told email writing pattern can be changed - it should be short and concise, might be simple subject line rather than cluster of words and complicated sentences. Absolutely right !
Thanks !
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