I hear what you say, but what are you telling me? the strategic use of nonverbal communication in mediation by Madonik, Barbara G.

Table of Contents: “…Essential definitions and practical applications -- Essential definitions: terms and tools -- Systems --Cues -- Language -- Paralanguage -- Levels of awareness -- Space --Touch -- Time -- Objects -- Symbolism -- Practical applications: representational systems -- Eye cues and patterns -- Physical cues and patterns -- Language cues and patterns -- Paralanguage cues and patterns -- Deciding on a system -- Practical applications: general patterns and techniques -- Understanding messages in patterns of communication -- Identifying individuals' cues and patterns -- Applying nonverbal techniques during mediation -- 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 thee 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.…”