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Managing Without Walls: Maximize Success with Virtual, Global, and Cross-Cultural Teams by Kevin Wegryn, Colleen Garton

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Escalation Procedures

Clearly defined escalation procedures are critical to the success of a team or project. There are two reasons why issues need to be escalated. The first is when a critical problem occurs that risks the success of a project or contract. Unless the person who encounters the problem knows what to do and who to contact, the issue could result in a chaotic and uncoordinated response to the issue. The last thing you need in an emergency is to have everyone calling everyone else about it, and seven different people working on the problem in seven different ways. This will lead to inaccurate information being communicated and possibly a full-scale panic.

The second reason for escalating an issue is when a serious problem is being ...

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