Raising an issue upward.
WHEN TO ESCALATE
When you have tried and it has not worked When the decision exceeds your authority When the consequence justifies the attention
WHAT TO DO FIRST
Attempt resolution at the current level.
WHY
Escalating first damages relationships and your standing.
WHAT TO ESTABLISH BEFORE WRITING
What outcome you want.
WHY
Escalation without a request is complaint.
WHAT TO INCLUDE
The situation, briefly What you have already tried What is at stake What you are asking for
WHAT TO KEEP OUT
Frustration Characterisation of others Detail of every exchange
WHY
The recipient wants the decision, not the history.
WHAT TO DO ABOUT PEOPLE INVOLVED
Tell them you are escalating.
WHY
Discovering it afterwards destroys the relationship permanently.
WHAT TO SAY
That you are raising it, and why.
WHAT TO AVOID
Copying senior people as a pressure tactic
WHY
It is recognised and it is remembered.
WHAT TO DO IF THE ESCALATION FAILS
Accept the decision, or decide what else to do.
WHAT TO RECORD
What you raised, to whom, and when.
WHY
If it matters later, the record matters.
WHAT TO DO AFTERWARDS
Return to working normally with those involved.
