Research on how people communicate feelings shows that words account for only 7% of the information, while tone of voice accounts for 38% and body language for the remaining 55%. Through discussion and practice, this session explores the use of facial expressions (including eyes) and gestures to communicate feelings. It also considers new research concerning the role of tone to communicate feelings. The goal of the session is to increase participants capacity to accurately decode feelings based on non-verbal cues, and to be able to acknowledge feelings in a manner that builds rapport.

Speaker: John Ford mediates workplace and healthcare disputes. He teaches at JFK University, and provides skill-based communication, negotiation and mediation training that helps individuals and organizations to approach conflict with greater clarity. He is the author of many articles on organizational conflict management. John has been the managing editor for Mediate.com since 2000 and he is the immediate past president of the Association for Dispute Resolution of Northern California.

Conference-at-a-Glance | Keynote | Session 1A | Session 1B | Session 1C | Session 2A | Session 2B | Session 2C | Registration |  Directions and Parking