MED_MAD
Monografia
99GRAL
MADONIK, Barbara G.
I hear what you say, but what are you telling me? : the strategic use of nonverbal communication in mediation / Barbara G. Madonik.- San Francisco : Jossey-Bass, 2001.- XXIX, 287p. ; 24cm
Includes bibliographical references and index. | Fundo ocumental do GRAL
ISBN 0-7879-5709-7 (Encad.) :
MEDIAÇÃO
Part one: Essencial definitions and pratical applications. Part two: Seven steps to getting results. Step 1- Be prepared. Step 2- Maximizing the initial telephone contact. Step 3- Managing the the environment. Step 4- Assessing the parties. Step 5- Building rapport. Step 6- Triggering action. Step 7- Bringing closure.