Video recording: Welcome remarks will be provided by the Chief of Alternative Dispute Resolution, Florida Dispute Resolution Center, Office of the State Courts Administrator and Florida Supreme Court Chief Justice Charles T. Canady, followed by a keynote session featuring Doug Noll, Esquire. Emotions play a critical role in every dispute and every mediation. In the opening keynote session, Mr. Noll will introduce you to emotional de-escalation strategies. He will explain why “active listening” techniques are ineffective, and he will introduce the skillful approach of emotional reflective listening.