Illustration by Click Bestsellers/Shutterstock Changing the
How do things get done in organizations?
If you think about it, work tends to move forward con-versation
by conversation. The quality determines what
happens next, and may have lasting consequences for the
relationship between the parties.
There are three conversation types that typically take place in
■■ Conversations that blow off steam
■■ Conversations that blow up
■■ Conversations that go around in circles
However, there is a fourth alternative. Interest-based conversa-tions
(ICAs) move work and relationships forward together. The
ICA has a logical flow, creating a path of least resistance from issue
to intention; choice to commitment; and action to accountability.
THE ICA CONVERSATION
ICA is a mnemonic, based on the nine steps of the following path.
1. ISSUE: WHAT IS THE ISSUE?
The first step of the conversation is to frame the issue you’re talk-ing
about. Frame too narrowly and you exclude possibilities. Too
broadly, and you lack focus. Inaccurately, and you end up solving
the wrong problem. Frame as blame and trust is broken before you
Powerful framing sets up a mutual problem statement, where
both parties share a common interest in resolving the issue.
How can we manage our purchasing process to get the best pricing
and reduce time and effort?
By Darlene Chrissley, B.A., M.L.S., MCC and
Rick Russell, B.A., LL.B
HRPATODAY.CA ❚ MAY/JUNE 2014 ❚ 49