0% found this document useful (0 votes) 107 views 4 pages Writing an effective escalation email © © All Rights Reserved Did you find this document useful?0% found this document useful (0 votes) 107 views4 pages Writing An Effective Escalation EmailOriginal Title:Writing an effective escalation email Jump to Page You are on page 1of 4 You're Reading a Free Preview Reward Your CuriosityEverything you want to read. Anytime. Anywhere. Any device. No Commitment. Cancel anytime. While most project management plans have an escalation mechanism defined, very few project managers make use of the process. Many use avoidance tactics for fear of conflict. Others overreact to every problem that arises. Both of these approaches have negative effects on project success. Escalating an issue at the right time to the right person with the right amount of information is an art practiced and perfected by seasoned project managers (PMs). This guide focuses on best practices and tips for effective escalation for project health.
What is Project Escalation?Applied to the project context, escalation is a formal process to highlight an issue at hand to a higher authority as per the escalation mechanism defined for the project. For example, if a certain project stakeholder is not willing to or is not able to perform a certain activity they are responsible for in an agreed-upon timeframe, it may be necessary to escalate the issue to the superior for resolution. Risks or issues related to project objectives, resource conflicts, ill-defined roles and responsibilities, scope disagreements, and third-party dependencies are all situations requiring escalation. They require higher-level intervention because often the authority, decision-making, resources, or effort required to resolve them are beyond a project manager’s role. PMs manage projects and not direct reports. Issues with team members requiring higher-level intervention can range from information-only to immediate response escalations to keep management aware. Software is an essential part of organizing successful projects, and it can even help managers with the escalation process if need be. Escalation is a simple-to-use technique and can be easily documented in the project’s plans and processes, but because it can involve critique and negative emotions, it’s challenging for project managers to handle. Why Escalation May Be Challenging for a Project ManagerEscalation, though a known and formal mechanism, is a dicey art a project manager has to cultivate to effectively resolve project bottlenecks. At times, a project manager may be hesitant to escalate the matter for any of the following reasons:
When is the Right Time to Escalate a Project?The biggest challenge in escalation is timing. The project manager should best understand the right time to escalate an issue. Knowing when to escalate and when to handle an issue on your own takes time and experience. Choosing to wait out an important issue or doing it too late is not the answer. Timely escalation gives project stakeholders a chance to make a decision or provide additional resources, if required. Waiting may be costly when stakeholders are approached for help too late to avoid a significant impact on the project. Method of escalationIt’s important to define escalation paths according to a matrix. This way it is clear who on the management team is responsible for handling each type of problem. Use these steps to escalate an issue up the chain of command.
A few questions to ask to determine escalation timingHas the project manager made a solid attempt to find a solution to the problem to no avail? Will further delay in resolving the issue have a negative impact on the project deliverables? Is this an issue stakeholders would expect to be escalated to them if a timely resolution is not reached quickly? Does the project manager need to consult any other stakeholder or expert not currently engaged for resolution? Types of Escalation in Project ManagementThere are three main types of issues that require escalation during the course of a project. Any one of these can be a cause of major delay and unexpected cost if left to resolve themselves.
Tips to Escalate a Project Issue SuccessfullyBefore escalating a matter, the project manager must ensure the necessary analysis and data gathering is done and that they are not too quick to escalate without completing their responsibility. Consider these tips when escalating an issue:
Escalation in project management is a simple-to-use technique and can be easily documented in the project’s plans and processes. Understand that because it can involve critique and negative emotions, it may be challenging for project managers to handle alone. Top Project Management Tools to Avoid EscalationProject management software isn’t a replacement for escalation: it’s a method of enhancing project development and completion and lowering the likelihood that a manager will need to escalate. Five of the best project management tools are listed below. powered by Advanced iFrame free. Get the Pro version on CodeCanyon. |