Home >
Human Resources >
Conflict Resolution >
I Hear What You Say, But What Are You Telling Me?

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

Author: Barbara G. Madonik
Publisher: Pfeiffer
ISBN: 9780787957094
Published In: October 2001
Format: Hardback , 320 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

Out of stock

Description
Contents
Author

Details

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.

Reviews

"It is a useful guidebook that should be read several times to capture its wealth of information." (The Texas Mediator, Fall 03)

"Ms. Madonik's book has shown me that professionally there is always something beneficial to learn with respect to modern persuasion tactics. The judiciary, lawyers, and mediators will reap a significant gain through the reading of this book."
—The Honourable Mr. Justice Ronald E. Stauth, Ontario Court of Justice (Family Division)

"This book details an excellent set of nonverbal techniques to help mediators resolve conflicts and break impasses. It also presents negotiators with the tools to gain a strategic advantage during their next negotiation."
—John Barkai, professor, University of Hawaii School of Law

"This book gives mediators a promising array of insights and tools, drawn from Barbara Madonik's background in communications, for building understanding and improving rapport in mediation. It will be especially helpful to lawyers/mediators whose focus has been on content and advocacy and who now wish to develop greater sensitivity and skill in interpersonal communication in the specific context of mediation."
—David G. Price, lawyer and mediator, chair, Alternative Dispute Resolution Section, Canadian Bar Association (Ontario)

"Barbara Madonik has created a very helpful and much-needed exploration of the hidden dimensions of mediation. Her sensitivity to all of the complicated nuances of nonverbal communication is well expressed in this book. Mediators will find both practical guidance and a new set of tools for understanding the interpersonal dynamics of the mediation process."
—David A. Hoffman, attorney, mediator, and arbitrator, member, Hill & Barlow, P.C.

"Ms. Madonik provides the tools to access a whole new dimension in mediation. Her book should be required reading for every mediator who desires to reach and respond to parties more effectively."
—Melissa Janis, president, Dovetail Solutions, LLC

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.

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 [email protected]