Lecture Notes: Chris Voss Presentation

Introduction to Chris Voss

• Background:
  • Former lead international kidnapping negotiator for the FBI.
  • Worked on ~150 kidnappings worldwide in 24 years.
  • Member of NYC Joint Terrorist Task Force for 14 years.
  • CEO of The Black Swan Group.
  • Author of "Never Split the Difference: Negotiating as if Your Life Depended on It."
  • Teaches negotiation at USC and Georgetown University.
• Impression:
  • High praise for his book, emphasizing practical applications in sales, marketing, and negotiations.

Hostage Negotiation and Sales

• Initial Icebreaker:
  • Engagement with the audience through a Pirates of the Caribbean reference.
  • Question: "What can hostage negotiation teach about sales?"
  • Voss relates selling jail sentences to sales outcomes.

Importance of Initial Communication

• Hostage Situations and Sales:
  • Hostage situations used as political metaphors.
  • Importance of positive state of mind: 31% increase in smartness when positive.

The Power of Humor and Neuroscience

• Humor:
  • Should be used within appropriate context.
  • Example: The CNN Interview with Anderson Cooper.
• Neuroscience:
  • Positive states increase neural capacity.
  • Example: Holding a pencil in one's mouth can simulate smiling, improving mood.

Hostage Negotiation Examples

• Haiti Kidnapping Strategy:
  • 12-year-old American boy kidnapped.
  • Importance of establishing trust and competency within 3 seconds.
  • Example: Voss giving the dad a brief situational assurance.

No and That's Right

• Avoiding Yes:
  • "Yes" is often defensive; "No" is protective and more persuasive.
  • Exercises to illustrate the discomfort of change.
  • Example: Switching “yes” questions to “no” questions for better engagement.

Case Study: The Power of That's Right

• The Philippines Case:
  • Negotiating with a sociopathic kidnapper for an American's release.
  • Using tactical empathy to recognize the kidnapper's grievances.
  • Result: From $10 million ransom to zero through a "that's right" moment.

Practical Application

• Sales:
  • Example: Pharmaceutical salesperson's success by triggering a “that’s right” using tactical empathy.
• Preparation:
  • Importance of preparation even in small details, illustrated with humorous instance from Voss' CNN appearance.

Conclusion

• Key Takeaways:
  • Tactical empathy and proper communication strategy are crucial.
  • Encouragement to make the other party feel understood and respected for better outcomes.

Additional Resources

• Newsletter:
  • Free once-a-week newsletter from The Black Swan Group.
  • Text