I Hear What You Say, But What Are You Telling Me?: The Strategic Use of Nonverbal Communication in Mediation

I Hear What You Say, But What Are You Telling Me? is a fascinating, original, and invaluable tool kit filled with practical information and techniques for mediators who want to use nonverbal communication to their strategic advantage. Employing a proven process, Barbara Madonik––communication expert, mediator, and international consultant––reveals what it takes to understand, analyze, and utilize nonverbal communication to greatly enhance the mediation process.

Spis treści:
Preface.
Acknowledgments.
Introduction.
Communication Realities.
A Blueprint for Nonverbal Strategies
Maximizing Your Results.
Part One: Essential Definitions and Practical Applications.
1. Essential Definitions–Terms and Tools.
Systems.
Cues.
Language.
Paralanguage.
Levels of Awareness.
Space.
Touch.
Time.
Objectics.
Symbolism.
2. Practical Applications–Representational Systems.
Eye Cues and Patterns.
Physical Cues and Patterns.
Language Cues and Patterns.
Paralanguage Cues and Patterns.
Deciding on a System.
3. Practical Applications–General Patterns and Techniques.
Understanding Messages in Patterns of Communication.
Identifying Individuals′ Cues and Patterns.
Applying Nonverbal Techniques During Mediation.
Part Two: Seven Steps to Getting Results.
Step 1: Be Prepared.
Planning Ahead.
Having Useful Equipment On Hand.
Gathering Facts.
Step 2: Maximizing the Initial Telephone Contact.
Physical Factors In Telephone Communication.
Conversation Management.
Paralanguage Nuances.
Questioning.
Step 3: Managing the Environment.
Examining the Power Balance.
Providing for Safety.
Establishing Comfort.
Conveying Respect.
Step 4: Assessing the Parties.
Knowing Yourself.
Tracking the Big Picture.
Tracking Detailed Information.
Identifying Action Triggers.
Identifying Working Frameworks.
Step 5 : Building Rapport.
Engaging the Parties.
Adjusting Your Responsiveness.
Changing Communication In the Room.
Configuring Productive Work Units.
Step 6: Triggering Action.
Coming Face–to–Face with the Real Issues.
Enabling the Parties to Build Momentum.
Dealing With Derailments.
Encouraging Physical Movement to Change Mental Positions.
Step 7: Bringing Closure.
Helping Parties Make Productive Decisions.
Presenting the Offer in a Compelling Way.
Guarding Against Buyer′s Remorse.
Guiding the Parties To Craft the Final Agreement Jointly.
Helping Parties Leave the Conflict Behind.
Conclusion.
Appendix A: Taking Your Own Communication Inventory.
Appendix B: System Expressions.
Resources.
References.
About the Author.
Index.

Nota biograficzna:
Barbara G. Madonik is president of Unicom Communication Consultants Inc., a firm specializing in communication consulting and training, and dispute investigation and resolution services. She can be contacted at barbara.madonik@utoronto.ca