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Ana has extensive experience as a lawyer, teacher, mediator, and organizational developer. She combines 30 years of expertise with an exceptional triple background: as a former IT industry executive, an ADR neutral and trainer, and an executive coach, boasting over 5,000 hours of coaching at the MCC level in ICF accreditation.
She is the founder of ICFML - Instituto for Certification and Training of Lusophone Countries, the principal independent institution for quality standards in Portuguese-speaking countries, and a QAP for IMI. Ana holds a law degree from UAL Lisbon and earned her Master of Law in 2008. She has completed mediation courses at various institutions in the UK, France, Portugal, the USA, and Australia.
Ana is an Accredited Mediator for ADR Group, a panelist for CPR, and has been listed as an internationally recognized commercial mediator in Who's Who Legal since 2011. She is also included in the Portuguese mediators list of “Julgados de Paz” and serves as an ADR trainer at several universities and with the European Academy of Law (ERA).
In recent years, Ana has focused on the impact of online technology on the skills of ADR neutrals, delivering lectures on this topic at various conferences. What stands out to those who know her is her intercultural prowess; she has lived, worked, and traveled in numerous countries, easily adapting to diverse demands and settings.
With her senior management experience at Microsoft, Ana possesses a keen understanding of cross-border business and its complexities in a globalized environment. As an ideas person with deep roots in both business and law, she uniquely positions herself to present concepts that resonate with business professionals while encouraging them to think beyond conventional problem-solving boundaries. Ana is trilingual, a significant asset in the English-, Portuguese-, and French-speaking worlds.
BUSINESS EXPERIENCE:
- Customer Service Director of Microsoft France, with a division of more than 100 people;
- Director of Critical Support Service Centre of Microsoft Europe;
- Founder of ICFML – Instituto de Certificação e Formação de Mediadores Lusófonos, a non-profit organization competent for the certification of Portuguese speaking mediators applying for the IMI accreditation.
Ana works within the organizational sphere, delivering collaboration management training to various large and medium-sized global organizations. She assists senior executives and lawyers in developing their conflict management and negotiation skills, both in-person and online. Ana plays an active role in helping Asian subsidiaries of global organizations integrate mediation techniques into their leadership frameworks and promotes internal ADR as a tool for multicultural conflict resolution.
The best way to summarize Ana’s character is to say she is passionate, intuitive, generous, and persistent. She currently resides in Singapore with her husband. Ana has two children, Marie and Thomas, who live in Australia.
Ana has mediated a wide variety of disputes including, business, partnership, employment, property, personal injury and family disputes in France, Portugal, Australia and Asia.
Ana has an experience of the English mediation model and of the Australian mediation model and she uses the best of each model depending on customer needs, culture and interests. Ana puts a lot of time and effort on the preparation of the mediation. Her first step is to make sure that parties are comfortable making all disclosures that have to be made and are comfortable about the process she’ll use. She finds it especially useful to have either a pre-mediation conference call or a pre-mediation private meeting with each party in highly emotional or very complex disputes. These preliminary contacts that go over ground rules have a critical role in increasing the commitment of parties to the mediation and to the idea of settlement. Ana´s approach during the mediation is really about building - building trust in the mediator, building trust in the process, building understanding of issues, and building conscience of the real impact of settlement or no settlement in the future life of the parties and/or in the future of the relationship between them. Ana uses her sense of humility and empathy to be non-judgmental in relation to each party’s mind-set and to understand and respond to their individual perceptions. Whenever it´s possible, she uses joint sessions rather than private sessions (caucuses). She stimulates the parties and their counsels to leverage the privileged arena of the mediation session and think "out of the box" to reach a smart and durable decision.
Ana's experience covers both workplace and business disputes. Areas covered are Employment, General Commercial,Technology, Community and Family.
- International Advanced Mediation Course (MATA - Mediation and Training Alternatives UK)
- Cinergy™ Conflict Coach Introductory workshop (Alice Springs)
- Executive Certificate in Positive Psychology Coaching (UTS - Sydney)
- Accredited Mediator (LEADR – Sydney)
- Certified trainer (Mediation Training Institute)
- Executive Coach –Level I (Escola Europeia de Coaching)
- International Coach Federation - MCC level
- Accredited Mediator (ADR Group)
- Mediator (IMAP - Instituto de Mediação e Arbitragem de Portugal)
- Master of Law (Universidade Autónoma de Lisboa)
Ana is a lecturer in the major Portuguese Universities on the topics of Alternative Dispute Resolution, Mediation and Negotiation. She is a regular speaker in International Conferences (including ERA Academy of European Law, International Mediation Alliance) and participated as a judge in several Mediation competition of the International Chamber of Commerce (Paris). She is also finalizing her thesis on “Commercial Mediation in Portugal”. Ana is part of an european task on online mediation and online mediation training. Ana works with Brazilian universities and chambers of commerce to promote IMI standards and IMI certification and with Asian institutions to implement internal ADR.
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- Published the article “ADR: what is and how to integrate it in the existing court systems”, in Revista portuguesa de Direito” (2008)
- Translation to Portuguese and Edition of Ury, W., Brett, J. M., & Goldberg, S. (2019). Resolução de Conflitos. Actual Editora. Original version: Ury, W., Brett, J. M., & Goldberg, S. (1988). Getting disputes resolved: designing systems to cut the costs of conflict.
- Maia Goncalves, A. M., & Gaultier, T. (2012). Chapter 21: Portugal. Em G. De Paolo & M. B. Trevor (Eds.), EU Mediation Law and Practice. Oxford University Press.
- Published an article about “Basics of Online Dispute Resolution”, Steinbeis Edition, Germany - The book covers the following topics: technical solutions of online conflict resolution, theoretical background of the online conflict resolution, September 2012
- Maia Goncalves, A. M. (2013). A Brain-Based Analysis of Online Mediation. Mediate.com.
- Maia Goncalves, A. M., & Gaultier, T. (2014). Portuguese Chapter. Em M. Schonewille & F. Schonewille (Eds.), The Variegated Landscape of Mediation (pp. 305–314). Eleven International Publishing.
- Maia Goncalves, A. M. (2014). One Continent, many methods. Em D. Richbell (Ed.), How to Master Commercial Mediation. Bloomsbury Professional.
- Maia Goncalves, A. M. (2015). Online Mediation in Portugal: A Reality? EMEDEU PROJECT - Leiria meeting – 20th May, 2015.
- Maia Goncalves, A. M., & Gaultier, T. (2017). Cultural Considerations in IP Mediation.
- Gonçalves, A. M., & Rainey, D. (2019). Standards, Qualifications, and Certification for e-Mediators. International Journal of Online Dispute Resolution, 5(1–2), 82–93. https://doi.org/10.5553/ijodr/235250022018005102009
- Maia Goncalves, A. M., & Rainey, D. (2020). Standards, Qualificações e Capacitação para Mediadores Online. Em A. F. Nascimbeni, M. O. Duque Bertasi, & R. Borges Ranzolin (Eds.), Temas de MEDIAÇÃO E ARBITRAGEM IV. LEX Editora.
- Goncalves, A. M. M., Bogacz, F., & Rainey, D. (2020). Beyond the Singapore Convention. International Journal of Online Dispute Resolution, 6(2), 164–169. https://doi.org/10.5553/ijodr/235250022019006002006
- Maia Goncalves, A. M., Rainey, D., & Lack, J. (2020). 5th Key-Technology: Take Advantage of ODR’s Full Potential. Mediate.com.
- Maia Goncalves, A. M., Rainey, D., & Bogacz, F. (2020). 4th Key-Professionalism: Create a Universal Code of Disclosure. Mediate.com.
- Translation to Portuguese of the executive summary of SIDRA Survey 2020
- Maia Goncalves, A. M., & Rainey, D. (2021). Mediating Online Is Much More Than “Doing It On Zoom”. Kluwer Mediation Blog.
- Maia Goncalves, A. M. (2021). You don’t know what you don’t know. Advocatus Eco.
- Maia Goncalves, A. M. (2022). Mediação Empresarial Internacional. Em Mediação empresarial: experiências brasileiras: Volume II. Editora CLA.
- Maia Goncalves, A. M. (2022, Fevereiro). Ser catalizador da paz, agora online – que habilidades necessitamos? Portugal Rotário, 15–17.
- Maia Goncalves, A. M., & Rainey, D. (2022). The Universal Disclosure Protocol for Mediation. International Journal of Online Dispute Resolution, 2, 133–137.
- Gonçalves, A. M. M., Maia, A., Albuquerque, N., & Bogacz, F. (2022). ODR Readiness of Portuguese-Speaking Countries. International Journal on Online Dispute Resolution, 9(1), 42–64. https://doi.org/10.5553/ijodr/235250022022009001005
- Maia Goncalves, A. M., & Marques Cebola, C. (2022). Ser mediador certificado: o factor-chave para a profissionalização e afirmação da mediação no panorama jurídico. Migalhas.
- Maia Goncalves, A. M., & Bogacz, F. (2023). The case for a Universal and Evidence-Based Practice of Mediation. Em C. Marques Cebola (Ed.), A Lei da Mediação de Conflitos (pp. 343–352). Almedina.
IMI Code of Professional Conduct European code of conduct for mediators
IMI Professional Conduct Assessment Process
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