“No words are so clear as the language of body
expression once one has learned to read it”
~Alexander Lohen
Nonverbal Behavior: Any wide variety of human
behaviors that also have the potential for forming
communicative messages.
Nonverbal Communication: Communication
without words. Occurs almost always in the context
of verbal behavior. Nonverbal behavior becomes
communication when someone interprets it.
Non-verbal messages are more believable
than verbal communication
Non-verbal messages are critical to successful
relationships
Non-verbal messages not only communicate
attitudes and how a person is feeling, but
how they are coping
During a 30 minute negotiation, both parties
transmit a total of 800 body signals
Non-verbal communication innate, learned, and
is culturally specific Infants
The human face exhibits six primary emotions
(happiness, sadness, surprise, fear, anger, and
disgust/contempt)
At the age of 12, children learn most of adult
nonverbal norms and accept the nonverbal over
the verbal messages
We learn facial management techniques early in
life
The most significant source of emotional
information is the face, which can channel as
much as 55% of our meaning. Vocal cues
convey another 38% of our emotional meaning.
We communicate approximately 93% of
emotional meaning nonverbally.
Complementing
Contradicting
Accenting
Repeating
Regulating
Substituting
Definition: Non-verbal behavior related to
movement, either of any part of the body or the
body as a whole
Gestures and movement
Body language
Facial Expressions, eye behavior
**Communicate information about
disputant’s attitude and power relations
Generally in western societies:
Open limb positions-receptivity towards what is being said
Crossed or folded limbs-defensiveness towards what is being said
Forward-leaning body posture-attentiveness to speaker
Backward stance:
indifference to speaker
Open hands-palm up- honesty
Closed fists, pointed fingers-aggression, threatening attitude
Direct eye contact-sincerity, openness, honest dealing
Averted gaze, avoidance of eye contact-deceit, guilt, embarrassment
Steeple associated with confidence
Agreements are more likely if arms limbs are uncrossed
Use of caucus can eliminate the effects of gestures
and other nonverbal signals if necessary
Look at these signals as a group, do not read too
much into a single gesture or cue
Mediator can use eye contact, handshakes, and body
language to convey either engagement and approval
or disengagement or disapproval
▪ Forward lean/open body position
▪ Direct eye contact (linked to credibility and worthiness-use equal
amounts for both parties)
▪ Congruent facial expressions
Pay attention to inconsistencies between words
and gestures
Explore these inconsistencies with the party in
caucus. This may uncover interests
Observe kinetic processes in the room to help
develop your hypothesis
“Watch out for the man whose belly doesn’t move
when he laughs”.
-Chinese Proverb
Intimate distance
Personal distance
18”
Social distance
Public distance
Adapted from Figure 7–3: Personal Space Categories for Those in the United States
18” to 4’
4’ to 8’
8’ to 10’
Be careful not to violate personal space or to
set things up where the parties are violating
personal space of each other
Maintaining social norms about space may
help prevent escalation
Be aware when one party gets in the other’s
personal space. Why?
Attractiveness
Clothing, artifacts and accessories
Height and weight
Hair, facial hair
Everything about your appearance sends a
message and assumptions are immediately
made
Mediators choice of dress
Be aware of own bias and stereotypes in
order to maintain neutrality
Research suggests that “physically attractive
people” are more believable
Touch has been referred to as the most
potent nonverbal message in communication
In some cultures, touch is essential to
solidifying an agreement
Touch (touch ethics)is a taboo in our society
in business related settings
Handshake is an acceptable form of touch
Rate-how rapidly or slowly you speak
Pitch-highness or lowness of voice
Tone-quality or character of sound
Inflection-variety or changes in pitch
Silence
Mediators can sometimes control the setting
or environment
Formal settings
Informal settings
Select a tranquil environment if possible
Lakeside
Research suggests that pale green or pale
blue walls will symbolize this
Use of objects in environment may help
minimize interruptions
Liars can learn to control facial movements,
but it is harder to control body movements
Leakage (micro expressions) cues are
different for everyone
People who are lying are more likely to
Offer shorter responses
Make more speech errors
Blink more
Fidget more
Direct signals (right brain)
Left hand to left side of face
▪ Nose
▪ Eye
▪ Ear (visual vs auditory learners)
Swallow before lie (airport study0
Be aware of your own nonverbal
communications
Watch your voice set, disputants can model your
tone
Ask for feedback about “habits” or record
yourself in a mediation
Be mindful to your own physiological reactions
Explore your own attitudes about silence
Be aware of your own cultural bias and
stereotypes
Trust your instincts
Monitor your level of enthusiasm and
commitment to the process (take breaks as
needed)
http://en.wikipedia.org/wiki/Kinesics
http://www.bing.com/images/search?q=lie+detector+test&view=detail&i
d=36AB459DDC9D7453C8476FD0B5E96181FE77B930&first=0&FORM=I
DFRIR
Beebe, Beebe & Ivy. Communication Principles for a Lifetime. Boston:
Pearson, 2007.
DVD Course, Effective Communication Skills, Dalton Kehoe.
DVD Presentation, Actions Speak Louder than Words, Jan Hargrave.
Mayer, B. The Dynamics of Conflict Resolution. San Fransisco: Wiley,
2000.
Moore, C. The Mediation Process. San Fransisco: Jossey-Bass, 2003.
Picchioni, et.al. Mediation Skills and Techniques. San Fransisco: Lexis
Nexis, 2008.