Validation and Active Listening Roots

Kelly talks to Gary Noesner, a legendary agent who changed the way hostage negotiation was taught and implemented at the FBI. His book is “Stalling for Time: My Life as an FBI Hostage Negotiator”

“Before we can influence others we must first listen and understand.” 

“Listening is the cheapest concession we can ever make.” 

“Managing a crisis properly depends on managing information.”