Includes bibliographical references (pages 267-273) and index.
Contents
pt. 1. Essential definitions and practical applications -- 1. Essential definitions : terms and tools -- Systems -- Cures -- Language -- Paralanguage -- Levels of awareness -- Space -- Touch -- Time -- Objects -- Symbolism -- 2. Practical applications : representational systems -- Eye cues and patterns -- Physical cues and patterns -- Language cues and patterns -- Paralanguage cures and patterns -- Deciding on a system -- 3. Practical applications : general patterns and techniques -- Understanding messages in patterns of communication -- Identigying individuals' cues and patterns -- Applying nonverbal techniques during mediation -- pt. 2. 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 -- Examinig 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 actio -- 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.
