converge · Problem Solving, Decision Making · 1440–7200 min · 2-10 people · medium energy

Clean Escalations

Clean Escalations is a structured process for resolving disagreements or stalled decisions between teams or individuals by escalating the issue to higher levels of authority in a transparent and collaborative manner. It helps to avoid prolonged conflicts and ensures timely decision-making while preserving relationships.

When to use Clean Escalations

Use this method when two or more parties are stuck on a decision or experiencing conflict, and informal attempts at resolution have failed. It provides a clear path for escalating the issue to a decision-maker who can break the deadlock.

What it solves

Stalled decisions, Inter-team conflict, Lack of clear escalation paths

How to run Clean Escalations, step by step

  1. Acknowledge and Align (60-120 minutes): Facilitate a discussion to ensure all parties acknowledge the disagreement and understand each other's perspectives.
  2. Clarify Options (60-120 minutes): Use a decision-making framework like DACI to outline viable options, including pros and cons. Ask each party to identify their preferred option.
  3. Understand Trade-offs (60-120 minutes): Explore the reasoning behind each party's priorities, listing each option's pros and cons. Identify any underlying differences in goals, resources, or expectations.
  4. Escalate Cleanly (60-120 minutes): Determine the appropriate escalation point (e.g., manager, project leader). Inform all parties of the intent to escalate and invite them to participate in the conversation with the escalation point.

Materials needed

  • Whiteboard or virtual whiteboard (Miro, Mural)
  • Markers or digital pens
  • DACI Decision-Making Framework (optional)

Facilitator tips

  • Emphasize the importance of assuming good intent from all parties.
  • Encourage the escalation point-person to analyze the situation from a systemic perspective.

Common pitfalls

  • Escalating without first attempting to understand the other party's perspective.
  • Using escalation as a weapon or to undermine others.

Variations

  • For less complex issues, consider a modified escalation process with fewer steps.
  • Involve a neutral third party as a mediator before escalating.

Running it online or hybrid

Use virtual whiteboards for collaborative option clarification and trade-off analysis. Ensure clear video conferencing for escalation meetings.

What it produces

A documented decision made by the escalation point-person, with clear rationale and next steps.

Origin

Adapted from Atlassian — source

Build a session around Clean Escalations

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