The Importance of Listening

CNN's John Sutter talks about the importance of listening in a hostage negotiation. He says it can help to have more than one person listening, so they pick up on things that someone else might miss. One case involved a man who was at the end of his rope and said he would blow himself up if negotiations didn't work out. The team managed to get him released early by using other tactics such as telling him: "I'll come out when you say I will"