Title Details

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]

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.

"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