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Body Language 

Use non-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.

Get in touch with the way the other person feels. Feelings are: 

55% body language, 

38% tone and 

7% words.

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