00888nam a2200169   450000100060000001000150000610000410002110100080006220001340007021000370020421500220024130000770026333003250034060600170066570000240068285200120070631518  a0787957097  a20120807d2001       y0pory50      ba  aeng  aI hear what you say, but what are you telling me?ethe strategic use of nonverbal communication in mediationfBarbara G. Madonik   aSan FranciscocJossey-Bassd2001  aXXIX, 287p.d24cm  aIncludes bibliographical references and index. | Fundo ocumental do GRAL  aPart 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.   aMEDIAÇÃO  aMADONIKbBarbara G.  jMED_MAD