How to elevate a problem Published Aug. 23, 2010 By Lt. Col. Bret Anderson 325th Operations Support Squadron commander TYNDALL AIR FORCE BASE, Fla. -- We all try to fix problems ourselves. Sometimes, despite our best efforts, we have to elevate a problem to our boss. There are good and bad ways to do this. I've ordered the methods below from worst to best. Worst (Level 1) - Telling your boss about the problem, but doing it in the form of an "FYI" message. If you use the phrase "I just thought you should know," you're probably guilty of this one. This leaves your boss wondering "Is this item really a problem? If so, who is working on it? Is it my responsibility now?" Mediocre (Level 2) - Telling your boss about the problem, making it clear you need help, but not providing any possible solutions. When my folks do this, I respond with "What do you recommend?" This puts the issue back with them, at least for now, to study options and come back with more info. Remember, your boss has even less time than you do to research the issue and the possible courses of action. The only time you should ever consider a Level 2 elevation is when the problem requires fast resolution and you're absolutely sure your boss has expertise in the area. Getting Close (Level 3) - Telling your boss the problem, providing possible solutions, but not including the benefits or drawbacks if each option and not specifying a recommended option. In many cases, due to your technical expertise or proximity to the issue, you'll know more than your boss does about the problem and the circumstances around it. Providing benefits, drawbacks, and a recommended solution is how you share your expertise with your boss. Don't let him or her make a decision in the dark without the benefit of your knowledge! Best (Level 4) - Telling your boss the problem, providing possible solutions, clearly stating the benefits and drawbacks of each option, and giving him your recommendation. If the problem requires action on your boss's part, clearly state what's required. For example, "If you choose option A, I need you to call Col. Smith and get her concurrence. If you choose option B, I need you to sign an exception-to-policy letter. If you choose option C, I need you to provide $10,000 in funding." You'll be amazed at how well a Level 4 elevation works. For starters, it forces you to consider several different ways to solve the problem. Thinking through the benefits and drawbacks of each option helps clarify your thoughts and reveals any biases you have. Providing the recommended solution increases the chance the boss will choose your recommendation - and remember: you've done the research, you're the expert, and you're going to have to implement the decision, so your recommended solution is probably the best one! A quick note on "pop-up" problems: If a pop-up problem occurs, you may not want to keep your boss in the dark while you research possible solutions. It is perfectly acceptable to notify your boss of a problem (Level 2), while at the same time letting him know you are researching it and will come back with proposed solutions (Level 4) soon. Any time you choose to elevate a problem, ask yourself what level your message is. If it's not a Level 4 message, do everything you can to make it a Level 4 before you elevate it. Your boss will appreciate it, he'll make better decisions, he'll think highly of you, you'll learn more about the issue, and most importantly your organization will be more effective.