In this engaging discussion, Chris Voss, a former FBI hostage negotiator and founder of the Black Swan Group, shares his insights on negotiation. Voss emphasizes the importance of emotional intelligence and tactical empathy over logic. He explains how understanding emotions can lead to better deals and stronger relationships. Chris introduces techniques like labeling emotions to mitigate fears and employing 'listener's judo' to guide negotiations effectively. His wisdom shows how kindness in negotiation can yield surprising benefits.
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insights INSIGHT
Negotiation Is Emotional, Not Logical
Negotiation is driven by emotions and what people care about rather than pure logic.
Emotional intelligence produces better deals and longer-term relationships than argument or reason.
volunteer_activism ADVICE
Show You Understand Their Feelings
Understand where the other side is coming from emotionally and demonstrate that understanding.
Use tactical empathy to show you
insights INSIGHT
Loss Aversion Dominates Decisions
People weight losses far more heavily than equivalent gains, so fear of loss often drives decisions.
Diffusing loss-based fears opens rational decision-making and improves negotiation outcomes.
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Negotiation isn’t about logic & reason. It’s about emotional intelligence, explains former FBI hostage negotiator Chris Voss.
Emotional intelligence and tactical empathy are key to successful negotiating, says former FBI hostage negotiator Chris Voss. He highlights the value of understanding and addressing the other party's emotional standpoint in both business and personal negotiations. By doing so, people can make better deals and foster long-term relationships.
Voss emphasizes the importance of addressing people's fears and practicing tactical empathy through labeling. This approach involves identifying and acknowledging the emotions involved in the negotiation. By listening carefully and discerning the underlying motivations and concerns, negotiators can guide discussions more effectively and achieve mutually beneficial outcomes. Being nice to others can often lead to surprising results, proving the power of empathy and understanding in negotiations.
0:00 What drives people?
1:18 Negotiation is NOT about logic
2:14 1. Emotionally intelligent decisions
3:00 2. Mitigate loss aversion
4:48 3. Try “listener’s judo”
5:54 Practice your negotiating skills
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About Chris Voss:
Chris Voss is the Founder and CEO of the Black Swan Group Ltd. He has used his many years of experience in international crisis and high stakes negotiations to develop a unique program and team that applies these globally proven techniques to the business world. Prior to 2008, Chris was the was the lead international kidnapping negotiator for the Federal Bureau of Investigation, as well as the FBI's hostage negotiation representative for the National Security Council's Hostage Working Group. During his government career he also represented the U.S. Government at two (2) international conferences sponsored by the G-8 as an expert in kidnapping. Prior to becoming the FBI lead international kidnapping negotiator, Christopher served as the lead Crisis Negotiator for the New York City Division of the FBI. Christopher was a member of the New York City Joint Terrorist Task Force for 14 years. He was the case agent on such cases as TERRSTOP (the Blind Sheikh Case – Sheikh Omar Abdel-Rahman), the TWA Flight 800 catastrophe and negotiated the surrender of the first hostage taker to give up in the Chase Manhattan bank robbery hostage taking.
During Chris's 24 year tenure in the Bureau, he was trained in the art of negotiation by not only the FBI, but Scotland Yard and Harvard Law School. He is also a recipient of the Attorney General's Award for Excellence in Law Enforcement and the FBI Agents Association Award for Distinguished and Exemplary Service. Chris currently teaches business negotiation in the MBA program as an adjunct professor at University of Southern California's Marshall School of Business and at Georgetown University's McDonough School of Business. He has taught business negotiation at Harvard University, guest lectured at The Kellogg School of Management at Northwestern University, The IMD Business School in Lausanne, Switzerland and The Goethe School of Business in Frankfurt, Germany. Since 2009 Christopher has also worked with Insite Security as their Managing Director of the Kidnapping Resolution Practice.
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