Project Management Central

Please login or join to subscribe to this thread
Why it is difficult to handle escalations?
Network:1398



Normally escalation is necessary if it's not getting resolved on time and the delay is impacting other activities of the project. I think, first of all PMs should understand how and when to use escalations and what kind of issues should be escalated etc. Also, ensure that the necessary analysis and data gathering is done. However, many times PM's are hesitant to escalate the matter with upper management. What is your opinion?
Sort By:
Page: 1 2 3 next>
Network:736



Anish -

I've seen both extremes - PMs and teams who refused to escalate even when a situation clearly warranted it (hero syndrome) and those who are escalating prematurely (boy who cried wolf). I wrote an article about this a while back and may repost it.

This comes down to the judgment skills of the PM as well as whether any ground rules were established between the PM and senior stakeholders like the sponsor when they initially met to review mutual expectations.

Kiron
...
1 reply by Anish Abraham
Feb 06, 2018 4:50 PM
Anish Abraham
...
Thanks Kiron, for your input on this.
I think the real challenge in escalating an issue is the timing to raise it. Boy who cried "wolf-wolf" is a good example.
Network:1554



Managing escalations is not difficult at all. If and only if you demonstrate that you are escalating to search for help for you and for people you will escalate.
...
1 reply by Anish Abraham
Feb 06, 2018 4:53 PM
Anish Abraham
...
Thanks Sergio, for your feedback.
Network:1398



Feb 06, 2018 3:43 PM
Replying to Kiron Bondale
...
Anish -

I've seen both extremes - PMs and teams who refused to escalate even when a situation clearly warranted it (hero syndrome) and those who are escalating prematurely (boy who cried wolf). I wrote an article about this a while back and may repost it.

This comes down to the judgment skills of the PM as well as whether any ground rules were established between the PM and senior stakeholders like the sponsor when they initially met to review mutual expectations.

Kiron
Thanks Kiron, for your input on this.
I think the real challenge in escalating an issue is the timing to raise it. Boy who cried "wolf-wolf" is a good example.
Network:1398



Feb 06, 2018 4:05 PM
Replying to Sergio Luis Conte
...
Managing escalations is not difficult at all. If and only if you demonstrate that you are escalating to search for help for you and for people you will escalate.
Thanks Sergio, for your feedback.
Network:5099



In most corporate environments escalation means you can't handle it on your own, indicating weakness to Senior Management regardless of the necessity. Sad but true.
...
1 reply by Anish Abraham
Feb 06, 2018 6:18 PM
Anish Abraham
...
Thanks Peter, for your input.
In my experience, escalation sometimes builds a perception that the project is out of control and the PM is not able to manage it properly.
Network:427



Sometimes the people to whom a PM must escalate a problem are the cause of the problem. This makes it very difficult for a PM to escalate the truth, especially when retribution is the only likely result of doing so. Anyone who has worked for incompetent or lazy superiors can probably relate to this.
...
3 replies by Anish Abraham, Drake Settsu, and Kevin Drake
Feb 06, 2018 6:21 PM
Kevin Drake
...
This is very valid point.
Feb 06, 2018 6:28 PM
Anish Abraham
...
Thanks Eric, for your feedback and I completely agree with you.
I think it's important to have a project culture where people should believe that it’s OK to escalate the issues to upper management without any fear or aggravating the issue.
Feb 06, 2018 9:56 PM
Drake Settsu
...
Eric you hit it dead center on the big nail. I see that all the time.
Network:1398



Feb 06, 2018 5:46 PM
Replying to Peter Morris
...
In most corporate environments escalation means you can't handle it on your own, indicating weakness to Senior Management regardless of the necessity. Sad but true.
Thanks Peter, for your input.
In my experience, escalation sometimes builds a perception that the project is out of control and the PM is not able to manage it properly.
Network:4069



Feb 06, 2018 6:16 PM
Replying to Eric Simms
...
Sometimes the people to whom a PM must escalate a problem are the cause of the problem. This makes it very difficult for a PM to escalate the truth, especially when retribution is the only likely result of doing so. Anyone who has worked for incompetent or lazy superiors can probably relate to this.
This is very valid point.
Network:1398



Feb 06, 2018 6:16 PM
Replying to Eric Simms
...
Sometimes the people to whom a PM must escalate a problem are the cause of the problem. This makes it very difficult for a PM to escalate the truth, especially when retribution is the only likely result of doing so. Anyone who has worked for incompetent or lazy superiors can probably relate to this.
Thanks Eric, for your feedback and I completely agree with you.
I think it's important to have a project culture where people should believe that it’s OK to escalate the issues to upper management without any fear or aggravating the issue.
Network:688



All excellent points already above.

I would add that a periodic stakeholder review meeting is a must in proper escalation management. Especially in conjunction with robust risk management.

These approaches allow the stakeholders to be aware of risks that may require escalations and such escalations do not come as a surprise.

This is important because, much like everything else, sour escalation experiences arise from a gap between expectations and reality. Periodic reviewing of risks minimises the chances of this gap occurring - and when it does occur, it is usually due to unforeseen or external factors.
...
2 replies by Anish Abraham and JANAKIRAMAN VENUGOPALAN
Feb 06, 2018 10:30 PM
Anish Abraham
...
Thanks Karan, for your feedback.

I agree that periodic stakeholder review in conjunction with risk management may help to better handle the escalations. Also, the PM must make sure that the stakeholders are well aware of the escalation process.
Feb 08, 2018 5:19 AM
JANAKIRAMAN VENUGOPALAN
...
I agree Mr.Karan. Although sometimes the escalation member is a pain point, regularly having stakeholder meeting at some point of time of the project, would be heard well by others :).
Page: 1 2 3 next>  

Please login or join to reply

Content ID:
ADVERTISEMENTS

"Yesterday I dared to struggle. Today I dare to win."

- Bernadette Devlin

ADVERTISEMENT

Sponsors