No, we’re not talking about the icy behavior some people exhibit. We’re talking about the ‘Iceberg Principle’ that reflects what lies beneath the surface of peoples’ appearances and utterances. 

Understanding human behavior, and their underlying motivators and triggers, is a key skill required in Mediators. In this short, but deep article by Kathleen Kauth on Mediate.com, makes a point of this, using the iceberg analogy.

Do read her view on the matter on Mediate.com, here.