Escalating issues cleanly
Everyone bumps up against conflicting priorities sometimes. Escalating openly and rationally reduces uncertainty, delays, and damaged relationships.
USE THIS PLAY TO...
Unblock teams stuck on decisions, conflicts, or issues.
Establish a rational and collaborative escalation path.
If you're struggling with Health Monitor, running this play might help., or on your
suitable for any group size
3 - 5 days
Running the play
Expect to spend a few days reaching alignment on what the heart of the matter really is, plus another day or two to get through the actual escalation process.
Acknowledge and align on the problem
Acknowledge there is a disagreement or decision that is stuck. Sometimes it isn't even clear what's happening, and one person/team (Party A) may be unaware of another person/team's (Party B) worries.
Clarify the options
Use plays like the DACI Decision-Making Framework to outline the viable options, including the pros and cons of each. Ask each party to flag their preferred option (these will likely be different).
The goal is for Party A to describe Party B's position in a way Party B feels is accurate, and vice-versa. Use language like "I heard you say...".
Be sure to run a full Health Monitor session or checkpoint with your team to see if you're improving.
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