Career Article 128:
Don't Go Over Your Boss' Head

By Tamara Dowling, CPRW

Are you having a problem with your direct manager? Are you thinking about going over your boss' head? If your instincts tell you that it is a bad idea, you are right. By not respecting the chain of command, you'll alienate your boss and potentially your boss' colleagues.

In the working world there is a certain protocol in which communication flows up and down. Manager and employee relationships are based on trusts. So, by circumventing your boss, you are hurting that relationship.

Even if you ask your boss' manager not to tell, you cannot bank on that conversation remaining a secret. How can she correct the issue without explaining to your boss the issue and how she became involved? Face it; if you go above her, she will know it. Once your boss knows, your relationship will not be the same. You'll be the one working to rebuild it. You may be feeling worse than you did before.

So, play it smart. If you have a complaint, be direct and honest with your boss. Schedule a time for your discussion. Lay it on the table along with your suggestion for resolution.

If your manager shuts you down and seems to have no interest in solving the problem, let her know. You may want to prepare meeting notes with language like, "I hear you saying that you don't think we need to add staff for the holidays. I feel frustrated because I want our department to succeed and my projections show our hold times will increase tenfold if we do not add temporary staff. I would be happy to prepare a summary for you to bring to your manager. How do you suggest we handle this imminent increase in calls?"

The bottom line is it is unwise to usurp your boss, or take your grievance to your boss' manager. You've got to work within her perimeters. If you are concerned that her misjudgments will later be blamed on you, send her an email message documenting her decision. Try something like, "Thanks for our meeting today. As you advised, I will not hire temporary staff. Instead, we will begin ten hours of overtime per week. I'll alert you if our hold times or abandon rate are outside of company metrics."

There are unusual times when you should go to your boss' manager, or the Human Resources Manager. Here is a listing of those times:

If you company is on the line. There is an urgent matter that your manager continues to ignore. To save the company, you must go beyond your boss.

You must tell an officer of the company, or your boss' manager, if your boss is doing something illegal. (For example, stealing from the company)

You must talk to the Human Resources Manager or your boss' manager if your boss has a serious physical illness, mental illness, or drug addiction that you are aware of.

You must talk to Human Resources Manager if your boss is doing something that exposes the company for a lawsuit. (For example, sexual harassment)

Be very careful with these matters, as they are quite serious. You should keep the information highly confidential, only discussing it with the Human Resources manager, your manager's manager, or an officer or the company. Document your conversation with that person in email, and save a copy for yourself.

We hope you'll never have a manager that you cannot trust enough to speak openly and work together. If you do, and you're unable to talk or work through it you may need to request a transfer.