This paper explores the challenges of trust and non-verbal communication for video communication services in ODR and provides a range of techniques mediators can use to build trust through virtual mediations. The article focuses on how mediators can use the METTA Model of Nonverbal Communication (focusing on movement, environment, touch, tone, and appearance) to aid in trust building for video mediations.
@ Face Value? Nonverbal Communication & Trust Development in Online Video-Based MediationNoam Ebner and Jeff Thompson. International Journal of Online Dispute Resolution, 1(2), Nov. 30, 2019