000			03868cam a22003854a 4500
001			u5937
003			SA-PMU
005			20210418123939.0
008			010518s2001 cau b 001 0 eng
010			_a 2001003015
040			_aDLC _beng _cDLC _dUKM _dVET _dNOR _dNLGGC _dBAKER _dBTCTA _dYDXCP _dUAF _dIG# _dOCLCQ _dZID
020			_a0787957097 (alk. paper)
020			_a9780787957094 (alk. paper)
035			_a(OCoLC)47050216
042			_apcc
050	0	0	_aBF637.N66 _bM34 2001
082	0	0	_a153.6/9 _221
100	1		_aMadonik, Barbara G.
245	1	0	_aI hear what you say, but what are you telling me? : _bthe strategic use of nonverbal communication in mediation / _cBarbara G. Madonik.
260			_aSan Francisco, CA : _bJossey-Bass, _cc2001.
300			_axxix, 287 p. ; _c24 cm.
504			_aIncludes bibliographical references (p. 267-273) and index.
505	0		_aEssential definitions and practical applications -- Essential definitions: terms and tools -- Systems --Cues -- Language -- Paralanguage -- Levels of awareness -- Space --Touch -- Time -- Objects -- Symbolism -- Practical applications: representational systems -- Eye cues and patterns -- Physical cues and patterns -- Language cues and patterns -- Paralanguage cues and patterns -- Deciding on a system -- Practical applications: general patterns and techniques -- Understanding messages in patterns of communication -- Identifying individuals' cues and patterns -- Applying nonverbal techniques during mediation -- 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 thee 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.
520			_aIt has been estimated that less than twenty percent of all human communication is expressed through words. This means that in order to get to the heart of what people are really saying we must have the ability to read the subtext of nonverbal communication. Yet mediators often lack the skills they need to analyze and utilize the rich meaning that is found in nonverbal communication. This step-by-step handbook teaches you how to tune all your senses into what is happening with parties and counsel during mediation and thereby greatly increase your ability to prepare for and facilitate the overall process.
650		0	_aBody language.
650		0	_aNonverbal communication.
650		0	_aInterpersonal communication.
650		0	_aNegotiation.
856	4	2	_3Contributor biographical information _uhttp://catdir.loc.gov/catdir/bios/wiley043/2001003015.html
856	4	2	_3Publisher description _uhttp://catdir.loc.gov/catdir/description/wiley036/2001003015.html
856	4	1	_3Table of contents _uhttp://catdir.loc.gov/catdir/toc/wiley021/2001003015.html
942			_cBOOK
994			_aZ0 _bSUPMU
596			_a1 2
999			_c5441 _d5441