Dealing with escalation at workplace is one of the most common challenges leaders face. Some issues are valid and demand immediate attention. Others are minor and energy draining without really needing an escalation. Leaders who are good at resolution know how to distinguish between the two—and focus only on what matters.
Inderjeet’s escalation policy
As a leader, inderjeet believed in keeping his doors open. He wanted his group to feel supported and encouraged to share concerns. Yet he realized that many issues that reached him could have been resolved by the team itself. The constant inflow of problems left him overwhelmed. On one occasion, he even lost his temper, only to regret it moments later.
At home, Inderjeet noticed something remarkable. His spouse managed conflicts between their two children with ease. Her simple rule? “Resolve it between yourselves first. Come to me only if you both agree you can’t solve it.”
Inspired, Inderjeet found his resolution. He introduced a new escalation rule for his team- “It takes two to escalate”.
- Both peers must agree they cannot resolve the issue at their level.
- They must present a joint draft that outlines both perspectives, not just the point of contention.
The results were immediate. Escalations that truly mattered surfaced. Minor concerns were redirected back to the team. Inderjeet regained his energy and became fully available when his team genuinely needed him.
Inderjeet assumed every problem required his involvement. But availability, energy, and attention are limited resources. He learnt to master conflict resolution by choosing the battles worth fighting.
Escalation is not about solving every problem—it’s about creating guardrails that empower teams to solve most problems themselves. By setting clear rules, leaders protect their energy and focus on high-impact issues.
For your reflection
- As a leader, what escalations truly deserve your attention?
- What simple guardrails could empower your team to resolve issues on their own?
“Management is doing things right; leadership is doing the right things.” – Peter Drucker