Caused Quote by Chris Voss
““Even something as harsh as “Why did you do it?” can be calibrated to “What caused you to do it?” which takes away the emotion and makes the question less accusatory.””
About This Quote
Source Book: Never Split the Difference by Chris Voss, 2016
Reframing accusatory questions into neutral inquiries reduces defensiveness and encourages honest answers.
In simple terms: Ask why without blame.
Key Takeaway
Use neutral language to get clearer information.
Themes
communication
conflict resolution
empathy
Mood
calm
analytical
Type
advice
practical
When to use this quote
- negotiations
- team meetings
- customer service
- coaching sessions
Key Concepts
psychology
question framing
emotional intelligence
Questions to Reflect On
- How can you practice neutral phrasing in tense moments?
- What impact does tone have on openness?
A Different Perspective
May not work if the other party feels threatened regardless of wording.
