Tactical empathy
This technique, involves identifying and verbally acknowledging the emotions of the other party.
What is labeling?
This method, essential in Chapter 7, is about slowing down the conversation and ensuring the other party feels heard.
What is active listening?
The person with the most control in a conversation
Who is the person listening actively?
This "martial arts" technique, according to Voss, uses the other person’s words and responses to guide the negotiation.
What is "listener’s judo"?
Voss recommends mirroring, which is repeating these to encourage the other person to elaborate.
What are the last three words or key phrases in a successful negotiation?
Instead of pushing your agenda, Voss suggests asking this type of question to reframe discussions in your favor.
What are calibrated questions?
Questions that help the counterpart feel in control and encourage open discussion.
What are "How" and "What" questions?
When using empathy, Voss suggests avoiding this common pitfall that shifts focus to your perspective instead of theirs.
What is "saying I understand"?
This technique involves mirroring someone’s words but adding slight upward or downward inflection to imply curiosity or doubt.
What is mirroring with intonation?
Voss advises negotiators to avoid starting questions with this word, as it can sound accusatory or trigger defensiveness.
What is "Why"?
According to Voss, this term describes the heightened awareness of the other party’s perspective that is critical in high-stakes negotiation.
What is tactical empathy?
Voss stresses the importance of using these to show understanding, even if you disagree with what the person is saying.
What are verbal acknowledgments?
Asking these types of questions can trigger a sense of obligation or reciprocity, which may lead to unintended pressure.
What are "yes" or "no" questions?