Supervisor Foundations · Lesson 1.9
KNOW WHAT TO HANDLE AND WHAT TO ESCALATE
Good supervisors solve many everyday problems.
Good supervisors also know that not every problem belongs to them.
Some situations may require:
- senior management
- business owner
- HR
- security
- legal advice
- technical specialists
- emergency services
- another designated authority
A supervisor should understand the limits of their role.
Situations that may require escalation include:
- serious threats
- violence
- suspected significant fraud
- serious harassment allegations
- major safety hazards
- significant customer incidents
- matters beyond the supervisor’s financial authority
- legal or regulatory concerns
- problems involving senior leaders
- issues requiring specialized expertise
WORKPLACE EXAMPLES
EXAMPLE 1
A cashier reports a small routine till discrepancy that the supervisor is authorized to investigate.
BETTER RESPONSE
EXAMPLE 2
The supervisor discovers evidence suggesting organized theft involving several employees.
That likely requires escalation.
EXAMPLE 3
A piece of specialized equipment is malfunctioning.
BETTER RESPONSE
EXAMPLE 4
An employee reports a serious threat from another worker.
BETTER RESPONSE
Remember
Initiative does not mean handling everything yourself.
Knowing when to escalate is part of good judgment.
Workplace action
Identify one category of problem in your workplace that requires escalation beyond your role.
Quick Check
Which situation most clearly requires escalation rather than ordinary coaching?