Trigger the two words
This technique involves repeating the last few words of the counterpart's statement, which can lead to the important "That's right" response
What is mirroring?
the practice of understanding and acknowledging the emotions and perspectives of the other party without necessarily agreeing with them. It helps build rapport and creates a foundation for trust
what is Tactical Empathy?
often seen as a rejection—should actually be embraced as a useful tool for moving the negotiation forward, argues Voss
What is "No"?
Chris Voss shares his experience working with this organization, which shaped his negotiation strategies
What is FBI? / Chapter 1
two words, often uttered in negotiations, should be avoided because they close off productive discussions
What is "You're Right"?
an important tactic that specifically refers to guiding the negotiation in a way that makes the other party feel they are in control, even though you are steering the process
What is creating the illusion of control?
people’s need for this feeling in negotiations is one of the reasons why saying "No" can be so powerful
What is "safety" or "security"?
the ultimate key to a negotiation, where you move beyond simply compromising and instead aim for a better deal of mutual benefit
What is "Never split the difference"?
When negotiating, saying these two words signals to your counterpart that you understand their perspective and validates their feelings
What are "That's right"?
a tactic that involves asking your counterpart open-ended questions that allow them to solve the problem, making them feel in control
What are calibrated questions?
a phrase often used to encourage your counterpart to continue speaking without immediately offering your own opinion or solutions
What is "tell me more?"
this can make the negotiation feel rushed or forced, leading to unfavorable outcomes
What is false urgency? / Chapter 4
involves acknowledging the emotions of your counterpart without necessarily agreeing with them
What is "labeling"?
a tactic that involves speaking slowly and deliberately, to lower your counterpart's defenses
What is the "late night FM DJ voice"?
a Voss recommended phrase, which can be used to label your counterpart's emotions, leading to a sense of understanding and empathy
What is "It seems like"?
This chapter discusses how being prepared to walk away from a deal strengthens your position in a negotiation
What is Chapter 3, "Don't Feel Their Pain, Label It"?
a good summary is a combination of
what is labeling and paraphrasing?
a practice that involves paying close attention to what someone is saying and communicating, and providing feedback to show that you are engaged.
What is Active Listening?
addressing proactively potential objections the counterpart might have, before making an offer or discussing a sensitive issue
What is Accusation Audit?
hidden, crucial pieces of information that, when uncovered, can dramatically change the course of a negotiation
What are Black Swans? / Chapter 5