.empatyzer / stories← Back to EmpatyzerPL
29 / 30

Differences that change the conversation

Why go straight to the boss?

Escalation and direct trust

Marek involves Zofia immediately, while Nia expects a direct conversation first. The same escalation can look like transparency or reporting someone behind their back.

Download the full comicPage ↗PNGSVGPPTX
Nia and Marek calmly discuss different approaches to a minor client issue.
I’d do it differently, but we can work it out.
Marek messages Zofia for a decision before returning to the conversation with Nia.
I need a decision on Nia’s approach.
Zofia asks Nia about the reported issue, surprising Nia, who saw it as a difference of opinion.
Marek raised an issue. What’s going on?
An issue? We had a difference of opinion.
Nia asks Marek why he went straight to Zofia, and Marek explains his need for a clear decision.
Why didn’t you tell me first?
Zofia owns the decision. I prefer to make it clear.
Zofia shows Nia and Marek a simple map of situations that require escalation.
Try between yourselves first. Bring me client risk, a deadlock, or a decision outside your mandate.
Em, the Empatyzer coach
Marek involves the manager because a hierarchical decision gives him clarity and safety, while Nia sees skipping the direct conversation with her as distrust. As a result, the same escalation feels like transparency to one person and reporting on a colleague to the other. First tell the person involved what you need. If escalation is necessary, make it transparent and state its purpose.