Negotiation Lessons from Crisis Scenarios

This chapter delves into the complexities of negotiation during high-stress situations, especially those involving hostage scenarios. It examines the impact of poor communication among authorities and emphasizes understanding the motivations of hostage-takers for successful resolutions. The discussion extends to the significance of questioning tactics in various contexts, including scams and legal disputes, highlighting the need for critical assessment during negotiations.

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Episode notes

In this episode, my guest is Chris Voss, a former Federal Bureau of Investigation (FBI) agent who was the lead negotiator in many high-risk, high-consequence cases. Chris has taught negotiation courses at Harvard and Georgetown Universities and is the author of the book “Never Split the Difference.” We discuss how to navigate difficult conversations of all kinds, including in business, romance and romantic breakups, job firings and tense conversations with family and friends. Chris explains how to navigate online, in person and in written negotiations, the red flags to watch out for and how to read body and voice cues in face-to-face and phone conversations. He explains how to use empathy, certain key questions, proactive listening, emotional processing and more to ensure you reach the best possible outcome in any hard conversation. This episode ought to be of interest to anyone looking to improve their interpersonal abilities and communication skills and for those who want to be able to keep a level head in heated discussions.

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