Chapter 2: Practical Applications-Representational Systems -
Eye Cues and Patterns; Physical Cues and Patterns; Language Cues and Patterns; Paralanguage Cues and Patterns; Deciding on a System

Chapter 3: Practical Applications-General Patterns and Techniques -
Understanding Messages in Patterns of Communication; Identifying Individuals' Cues and Patterns; Applying Nonverbal Techniques During Mediation

Part Two: 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 the 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

Conclusion

Appendix A: Taking Your Own Communication Inventory
Appendix B: System Expressions
Resources
References
About the Author
Index