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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 07, 2018 1:23 AM
Replying to Sante Vergini
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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.
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.



Feb 07, 2018 5:15 AM
Replying to Sonali Malu
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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.
Thanks Sonali for your feedback on this.



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.
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 :).
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1 reply by Anish Abraham
Feb 08, 2018 10:52 AM
Anish Abraham
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Thanks Janakiraman for your feedback on this.



In order to very well conduct a project end to end, it is important to remove negative emotions both sides, I mean between the project manager and the sponsor and between the project manager and other stakeholders. I believe that there is nothing ashamed on escalating and learning from partners on the project. There will be no apology possible to expose the project at risk because of our ego, our weakness I should say.
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1 reply by Anish Abraham
Feb 08, 2018 10:58 AM
Anish Abraham
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Thanks Cheikh, for your valuable comments.
Sometimes escalation leads to personal attack and revenge, because people tend to take escalation personally and not professionally.



It is important to escalate at the right time and to use escalation wisely.

Overescalating might be perceived by Steering Committe or Sponsor as a palatable evidence of low project control or lack of authority of PM towards the team, depending on the nature of the escalation.
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1 reply by Anish Abraham
Feb 08, 2018 10:58 AM
Anish Abraham
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Thanks Eduard for your feedback on this.



Feb 08, 2018 5:19 AM
Replying to JANAKIRAMAN VENUGOPALAN
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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 :).
Thanks Janakiraman for your feedback on this.



Feb 08, 2018 6:42 AM
Replying to Cheikh FAYE
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In order to very well conduct a project end to end, it is important to remove negative emotions both sides, I mean between the project manager and the sponsor and between the project manager and other stakeholders. I believe that there is nothing ashamed on escalating and learning from partners on the project. There will be no apology possible to expose the project at risk because of our ego, our weakness I should say.
Thanks Cheikh, for your valuable comments.
Sometimes escalation leads to personal attack and revenge, because people tend to take escalation personally and not professionally.



Feb 08, 2018 8:46 AM
Replying to Eduard Hernandez
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It is important to escalate at the right time and to use escalation wisely.

Overescalating might be perceived by Steering Committe or Sponsor as a palatable evidence of low project control or lack of authority of PM towards the team, depending on the nature of the escalation.
Thanks Eduard for your feedback on this.
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