Undernormal conditions, most people tend to see what they want to see, hear what theywant to hear, and do what they want to do; in conflicts, their positionsbecome even more rigid and fixed.
The ear tends to be lazy, craves the familiar and is shocked by the unexpected; the eye, on the other hand, tends to be impatient, craves the novel and is bored by repetition.
Usenon-verbal communication to SOFTEN the hard-line position of others: S =Smile, O = Open, Posture, F = Forward Lean, T = Touch, E = Eye Contact, N =Nod.
