Crisis Negotiation 101
Key Elements of Crisis Negotiation
In his book ” Never Split The Difference”, former FBI top negotiator Chris Voss feels that rational tools and techniques are not effective for crisis negotiation. For example, how would you apply William Ury’s Principled Negotiation tips as explained in his book ” Getting To Yes”.
Chris Voss prefers what he called ” tactical empathy” which can also be defined as ” EQ on steroids”. In this process, it is important that you understand the other party through empathy and active listening skills. By doing this, you can build rapport to uncover real motivations, real needs and real concerns. With good rapport, you can build trust and create safety net for real conversations. Great negotiators question assumptions and are open to all possibilities. Great crisis negotiators know how to be more intellectually and emotionally agile in extremely fluid situations. During the negotiation, the crisis negotiator must figure out an effective way to validate the concerns and emotions of the other party. In the process of doing this, the negotiator must never be in a hurry so as not to undermine the rapport and trust cultivated.
Like any negotiation, crisis negotiation is an act of discovery – the objective being to uncover as much information as possible – while minimizing the risks and danger.
Reference source: Negotiation Today