Introducing an escalation process for Frustrations
At times, teams may view Friday Pulse as a place to just share their frustrations, expecting leadership or HR to solve them. However, Friday Pulse helps empower everyone to be involved in resolving the issues that they raise.
Why teams should discuss frustrations
When teams review their Friday Pulse results each week, it's important for them to address any Frustrations as a group. This fosters team problem-solving and empowers everyone to be part of looking after happiness at work. Escalating frustrations to senior leadership should be reserved for issues that are beyond the team's control.
Setting up a feedback loop
By creating a process for escalating frustrations (or ideas, celebrations, etc.), teams know that their concerns will be reviewed and addressed if needed. But establishing an escalation process can also help teams to consider first if they can control or influence any aspects of the origin of the frustration.
This having an escalation process also fosters transparency and reinforces the “you said, we did” approach, making employees feel heard.
Be sure to set realistic timeframes for action and feedback on escalated issues so everyone knows what to expect.
Steps to implement the process
- Encourage team discussions first: Teams should tackle frustrations together before deciding together if something needs escalating. This helps build problem-solving skills and fosters accountability.
- Escalate only when necessary: Only issues that are beyond the team’s control or influence should be escalated to senior leaders. This might include larger organizational problems or those requiring resources outside the team’s reach.
- Set clear timelines for feeding back: Ensure that when an issue is escalated, employees know when they can expect feedback. Even if it’s just a progress update, maintaining communication is key to ensuring team members know what they have shared is valued.
- Celebrate quick wins: Often frustrations can be resolved within the team, which can strengthen team dynamics. These small wins can also improve morale and encourage more open communication. You could ask teams to let you know about how they have resolved some of their frustrations, to help other teams see how it can be done.
Why It Matters
Without clear processes for addressing frustrations, employees mistakenly believe the frustrations they add to Friday Pulse will be picked up and resolved by someone else. When this doesn’t happen, it may make them feel that their concerns are being ignored. By introducing an escalation process, you're empowering teams to handle what they can, while still ensuring that larger issues receive the attention they deserve.
This method not only boosts team happiness but also aligns expectations between employees and leadership. Keep the feedback loop clear, communication open, and watch as teams start resolving their own frustrations and thrive.