Lecture Notes: Chris Voss on Hostage Negotiation and Communication

Introduction

• Chris Voss, former FBI hostage negotiator, presents on negotiation techniques.
• Uses humor and personal stories to convey lessons.

Hostage Negotiation Techniques

• Hostage negotiation is based on neuroscience and psychology.
• Positive frame of mind makes you 31% smarter.
• Calming techniques like low-tone voice ("late-night FM DJ voice") used to reduce hostage tension.

Importance of Humor

• Appropriate humor increases both your and your counterpart's intelligence by 31%.
• Both parties become more open and flexible in negotiations.

Black Swan Group

• Named after the concept of a "black swan"—unexpected events with a large impact.
• Voss’s firm utilizes unique negotiation strategies.

Negotiation Stories and Techniques

• Example from Raytheon negotiating in South Korea: humor helped break the ice and reach a deal.
• Example of kidnapping in Haiti: importance of understanding and articulating the situation from the other person's perspective.

Psychological Tricks

• Smiling, even forced, can trick the brain into a positive frame of mind due to mirror neurons.
• Women given Botox to prevent frowning experienced elevated moods due to forced changes in facial expressions.

Negotiation Strategies

• Avoid pitching and selling yourself with resumes; focus on the other person's perspective and challenges.
• Example of a father whose son was kidnapped in Haiti: Voss focused on the father's perspective to build instant trust and collaboration.

Yes vs. No

• Avoid striving for "yes" in negotiations; it creates anxiety and resistance.
• "No" provides protection and helps people feel safe, making them more open to negotiation.
• Example with Jack Welch: asking for a "No" question rather than trying to secure a "yes." It led to detailed and committed responses.

The Power of "That's Right"

• More valuable than "yes"; it indicates complete agreement and understanding from the other party.
• Used effectively in a high-stakes kidnapping negotiation in the Philippines, where $10 million ransom demand was dropped to zero.
• Empathy and understanding are crucial; even sociopaths respond to genuine empathy.

Key Takeaways

• Treat everyone with respect and empathy; strive for them to feel understood and valued.
• Use calibrated questions to guide negotiations and avoid anxiety-inducing "yes" questions.
• Practice makes perfect; creating new neural pathways takes about 63 repetitions.

Additional Resources

• Black Swan Group offers newsletters and training courses for continued learning in negotiation.