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The Manager's Guide to Mediating Conflict by Alison Love

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Non-verbal communication

It is often said that the words we speak only account for a small percentage of what we communicate. Important aspects of what we communicate are tone of voice and non-verbal communication and this becomes even more important when the words spoken are at variance with body language. It is therefore vital that a mediator is alert to the non-verbal signals and takes into account this important element of what is being communicated.

I am sure that everyone can relate to situations where the words spoken by someone are totally at odds with their body language or tone of voice, for example, when someone says "yes" but their body language shows that what they really mean is very clearly "no." Examples that I have come across ...

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