Negotiation Tactics from Chris Voss: Key Insights

Introduction

Chris Voss, former International hostage and kidnapping negotiator for the FBI.
Author of Never Split the Difference: Negotiating As If Your Life Depended On It.
Significant experience: over 150 International hostage cases in Iraq, Gaza, the Philippines, Colombia, and Haiti.
Current roles: Teaches business negotiation at Georgetown, USC, and Harvard.

Definition: Repeating the last 1-3 words from your counterpart.
- Helps the other person feel heard and encourages them to expand on their thoughts.
- Not the same as body language mirroring, which can come off as manipulative.
Application: Ensures the other party knows you're listening and draws out more information.
Research Support: Studies show mirroring can significantly increase positive outcomes in negotiations.
- 2003: Waitstaff who mirrored orders earned 70% more tips.
- 2008: Partners who mirrored in negotiations reached settlements 67% of the time, compared to 12.5% when mirroring was not used.
Example: A bank robber provided additional, critical information through mirroring techniques.

Definition: Open-ended questions designed to stimulate thoughtful responses (mostly “what” and “how” questions).
- Purpose: Encourages slow, in-depth thinking and uncovers problems or challenges.
Examples:
- What are the next steps?
- What's the biggest challenge you face?
- How do you want to move forward?
Applications & Results: Used to frame conversations, making the other person feel autonomous and engaged.
Research Support: Effective in various settings including improving survey responses and sales outcomes.
- 2009 study: Increased survey responses by three times when asking passersby if they were helpful.
- 2004 study: Ads with questions rated 14% more favorably.

Definition: Using precise numbers instead of rounding them.
- Numbers ending in zero seem negotiable or less credible.
Example: Rent negotiation with an odd number felt calculated and credible, convincing the apartment manager.
Research Support:
- Michael Santos (1994): Specific amounts increased donations by 60%.
- Shindler (2006): Ads with precise amounts deemed 10% more accurate.
- House sales: Homes with precise asking prices sold closer to their listed price.

Definition: Allowing the negotiation partner to feel they have a choice and aren't being coerced.
- Respecting autonomy keeps the counterpart collaborative and open.
Importance: Taking away autonomy can lead to resistance and hinder negotiations.
Psychological Basis: Deep-seated human need similar to survival; crucial even in extreme situations (e.g., hostage negotiations).
Example: Giving someone the feeling of autonomy increased collaboration and positive outcomes in negotiations.
Study Reference: Zerchansky study with two-year-olds showing preference for hard-to-reach toys.

Definition: Summarizing the other party’s feelings and needs.
Outcome: Creates rapport, reduces resistance, and can lead to mutually beneficial solutions.
Example: In a kidnap negotiation, summarizing effectively led to the safe release of a hostage and unexpected respect from the kidnapper.

Business negotiations: Techniques derived from hostage situations can be adapted for business context to achieve better deals.
Teaching and spreading this knowledge helps equip professionals with robust negotiation strategies.

Effective negotiation is not about power and dominance but rather about empathy, strategic questioning, and allowing the other side to feel autonomous and heard.