Difficulties and problems in a company are not always negative; they can be a sign of growth and expansion. Every company faces some kind of adversity during day-to-day operation, and these issues should be communicated to upper management and other involved parties in an effective, timely and positive manner.
Keep Management Informed
As issues arise, always keep upper management informed of the status and escalation of situations. Do not wait until it is too late. When the problem becomes to big too be handled by the department itself, upper management does not want to be blindsided by a difficulty that it had no knowledge of. Often upper management has the skills, resources or information that can assist lesser experienced personnel.
Present Problems as Challenges
Re-think your perception of problems and in communications to your staff and upper management, always refer to problems as challenges or opportunities. This will cause individuals to view them in a more positive light. It will also assist in reducing anxiety and pressure. Remain positive through the process of evaluating unexpected occurrences, solving dilemmas and providing effective alternatives.
When communicating to your superiors, be ready with suggestions, ideas and plans for resolutions. State clearly what has been accomplished and what else is in the process of resolving the issues. If you don't know how to repair or react to the situation, be honest and forthright with management so it can assist you quickly and efficiently before difficulties escalate further.
Record the End Results
When solutions are found and issues are resolved, maintain records on how the situation was handled. Include a time line, a complete list of personnel involved and their roles, all the steps taken and the final outcome. This provides a reference for those who may face the same or similar occurrences. It can be a training tool to prevent re-occurrence and confirm the resolution of the problem to upper management and other interested parties such as stockholders and business owners.