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Why it is difficult to handle escalations?



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?
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Feb 06, 2018 6:16 PM
Replying to Eric Simms
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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.
Eric you hit it dead center on the big nail. I see that all the time.



Very good feed back from the group.

As a general rule it's better to escalate to be transparent and not coverup anything. If it's turns out to be an non issue just move on.
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1 reply by Anish Abraham
Feb 06, 2018 10:21 PM
Anish Abraham
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I agree, Drake and thanks for your input. Its always nice to be transparent.



Feb 06, 2018 9:59 PM
Replying to Drake Settsu
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Very good feed back from the group.

As a general rule it's better to escalate to be transparent and not coverup anything. If it's turns out to be an non issue just move on.
I agree, Drake and thanks for your input. Its always nice to be transparent.



Feb 06, 2018 9:25 PM
Replying to Karan Shah
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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.
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.



good comments above. Periodic meetings with upper management from beginning of project will make it easier to escalate if situations occur. Especially keeping them in loop of known and unknown risks that occur and ask for the input if any.
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1 reply by Anish Abraham
Feb 06, 2018 11:22 PM
Anish Abraham
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Thanks Shivanjali, for your feedback.



Feb 06, 2018 10:50 PM
Replying to Shivanjali Bhutkar
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good comments above. Periodic meetings with upper management from beginning of project will make it easier to escalate if situations occur. Especially keeping them in loop of known and unknown risks that occur and ask for the input if any.
Thanks Shivanjali, for your feedback.



I have seen both too fast at escalating and other who refuse until it is impossible not to escalate.

The right timing is better
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1 reply by Anish Abraham
Feb 07, 2018 8:09 AM
Anish Abraham
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Thanks Vincent, I agree that timing is important.



It's generally true in most cases that escalation looks like weakness. However I think in the project management world, given that PM's don't have the same "power" as other managers/stakeholders do, they need to escalate. The project's success is more important than worrying about people's perceptions.
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1 reply by Anish Abraham
Feb 07, 2018 11:03 AM
Anish Abraham
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Thanks Sante, for your input on this.
You are right the success of the project is very important,so if the issue is not getting resolved on time and the delay is impacting the project there is no other way.



Anish, completely agree with your statement:
"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."

Escalation is generally used when PM has tried resolving the risk/issue to certain extent and now is beyond his/her control. Escalating the same to upper management or other seniors may help in resolution.
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1 reply by Anish Abraham
Feb 07, 2018 11:10 AM
Anish Abraham
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Thanks Sonali for your feedback on this.



Feb 07, 2018 12:34 AM
Replying to Vincent Guerard
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I have seen both too fast at escalating and other who refuse until it is impossible not to escalate.

The right timing is better
Thanks Vincent, I agree that timing is important.
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