Trust, online? Now that’s tricky!
Inter-party trust has been identified, in the literature and in practice, as one of the most important, yet elusive, elements in negotiation and mediation. What makes people trust one another? How do we decide whether to trust one another in negotiation? What is the most productive way a mediator might deal with trust issues – which might already be present or arise during the process -- between parties? These questions are challenging enough in face- to-face situations. What challenges does online communication pose with regard to trust, trust-building and trust-breaking? In this forum, we will to explore insights and best practices regarding, some of these questions.
To start this off, please read this short case, which will serve as a basis for this forum discussion as well as several others during Cyberweek: Ecotourism media effects case.pdf
Next, let’s kick the conversation off by relating the following questions:
1) What do you think is the most significant way in which communicating through online media is the same or different from trust building in face-to-face settings?
2) How do you see some of those issues playing out in the Ecotourism case?
We're looking forward to this conversation a great deal! Let's get started.
Barbara and Noam
Barbara Madonik, President of Unicom Communication Consultants Inc., is a veteran communication consultant, mediator and dispute management specialist, and courtroom strategist. An internationally-recognized expert in nonverbal communication, her worldwide practice focuses on practical, face-to-face and online communication tools.
She has been faculty and keynote speaker for clients that include government, business, universities, law schools, dispute resolution institutes, and the UN. She sits on two international advisory boards.
Her landmark book, I Hear What You Say, But What Are You Telling Me? The Strategic Use of Nonverbal Communication in Mediation (Jossey-Bass, 2001) has been required reading in graduate programs and “Building Trust: Keeping the Heart and Mind in Online Negotiation” is now a chapter in the newest ABA Guide to International Business Negotiations (3rd Ed., 2009). More information is available at www.unicomcommunication.com and Barbara can be contacted personally at firstname.lastname@example.org or 416-652-1867.
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