How to Make Someone Feel Understandable

CNN's John Defterios asks FBI veteran Chris Coontz to share some of his best hostage negotiation tips. He says the key is "to fully and completely make somebody feel understood" In one case, a terrorist kidnapper asked for $10 million in ransom but later walked away with no money. The negotiator who had been coaching him on how to do it said he felt so respected by this adversary that they were still on good terms. Do you have a favorite hostage-taking story? Share it at CNN iReport.