The Interaction EssentialsSM provides a framework for satisfying the two critical components of effective interactions: the practical and personal needs of the participating parties. This standardized approach includes the Interaction Guidelines which have the five steps that target the practical needs of participants by guiding the structure of the conversation.
These steps are: Open, Clarify, Develop, Agree, and Close — they together form a process that progresses from the beginning of the interaction, through the engagement of participants, to the resolution. A closer look at these five elements of interaction guidelines suggests that in different situation one needs to spend more time on different aspects.
Personal needs are met through the application of a set of five key principles, (center of figure). The Key Principles guide how participants interact with each other during the conversation and focus on building / maintaining esteem, offering empathy, bringing involvement, sharing their thoughts, feelings and rationale, and providing support without removing responsibility. The two elements at the bottom of the figure additional process elements — checking for understanding and making procedural suggestions — help keep an interaction going.
Example, if a manager is dealing with a poor performance conversation then he might end up spending more time in clarifying and developing an action plan to help his team member improve as part of the interaction guidelines.
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