MARC Record from Ithaca College Library

LEADER: 02820cam a22003134a 45e0
001 302526
005 20031001153821.0
008 030324s2001 cau b 001 0 eng
010 $a 2001003015
035 $a47050216
040 $aDLC$cDLC$dUKM$dVET$dNOR$dXIM
015 $aGBA2-01917
020 $a0787957097
042 $apcc
050 00 $aBF637.N66$bM34 2001
049 $aXIMM
100 1 $aMadonik, Barbara G.
245 10 $aI hear what you say, but what are you telling me? :$bthe strategic use of nonverbal communication in mediation /$cBarbara G. Madonik.
250 $a1st ed.
260 $aSan Francisco, CA :$bJossey-Bass,$cc2001.
300 $axxix, 287 p. ;$c24 cm.
504 $aIncludes bibliographical references (p. 267-273) and index.
505 0 $apt. 1. Essential definitions and practical applications -- 1. Essential definitions : terms and tools -- Systems -- Cures -- Language -- Paralanguage -- Levels of awareness -- Space -- Touch -- Time -- Objects -- Symbolism -- 2. Practical applications : representational systems -- Eye cues and patterns --Physical cues and patterns -- Language cues and patterns -- Paralanguage cures and patterns -- Deciding on a system -- 3. Practical applications : general patterns and techniques -- Understanding messages in patterns of communication -- Identigying individuals' cues and patterns -- Applying nonverbal techniques during mediation -- pt. 2. 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.
505 0 $aStep 3 : managing the environment -- Examinig 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 actio -- 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.
650 0 $aBody language.
650 0 $aNonverbal communication.
650 0 $aInterpersonal communication.
650 0 $aNegotiation.
994 $aE0$bXIM