Escalation and De-escalation

A manager’s job is to help their team. At the same time, the team should not look to the manager to solve their problems. We want to be clear when it is appropriate to escalate an issue “up the chain”. As a small team we need to make sure that we are taking responsibility for our tasks and doing everything we can to get them done independently.

Escalate When...

  • When a client is inconsolably angry
    • If there are significant issues of missed deadlines, incorrect invoices, projects gone wrong.
  • Invoicing
    • You have issues with invoicing that you can't fix with the client yourself and with the Director of Operations.
  • There is an issue you cannot fix
    • This may be if you are out of your element technically and need some help/advice to complete a task and you have exhausted all researching options for finding the answer yourself.
  • You need more information to complete a task.
    • If you aren't able to find information yourself after an exhaustive search.
  • When there is an unresolved conflict with another team member
    • If you have a conflict with a team member that you haven't been able to resolve with them directly its good to bring this to your manager to step in and mediate. If you both have two different mangers it would be good to bring in both managers.

De-escalate When...

  • Information has already been provided
    • If all the information you need has been provided, or there is an easy outlet for searching to find the answer you should make sure to keep this on your plate.
  • When someone has not done due diligence to figure out an answer on their own
    • You need to exhaust all options for finding an answer before you bring a question to your manager.