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Learning Quote by Chris Voss

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““In my short stay I realized that without a deep understanding of human psychology, without the acceptance that we are all crazy, irrational, impulsive, emotionally driven animals, all the raw intelligence and mathematical logic in the world is little help in the fraught, shifting interplay of two people negotiating.””

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“Most of the time, you should be using the positive/playful voice. It’s the voice of an easygoing, good-natured person. Your attitude is light and…

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“By repeating back what people say, you trigger this mirroring instinct and your counterpart will inevitably elaborate on what was just said and sustain…

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“The Downs hijacking case came to epitomize everything not to do in a crisis situation, and inspired the development of today’s theories, training, and…

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“In any interaction, it pleases us to feel that the other side is listening and acknowledging our situation. Whether you are negotiating a business…

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“Here are some other great standbys that I use in almost every negotiation, depending on the situation: What about this is important to you?…

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“If I just ask for a volunteer, my students sit on their hands and look away. You’ve been there. You can almost feel your…

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“when you phrase a label as a neutral statement of understanding, it encourages your counterpart to be responsive. They’ll usually give a longer answer…

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“There are essentially three voice tones available to negotiators: the late-night FM DJ voice, the positive/playful voice, and the direct or assertive voice. Forget…

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“Instead of addressing his grumpy behavior, you acknowledge his sadness in a nonjudgmental way. You head him off before he can really get started.…

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“Notice we said 'It sounds like . . .' and not 'I'm hearing that . . .' That's because the word 'I' gets people's…

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“What were needed were simple psychological tactics and strategies that worked in the field to calm people down, establish rapport, gain trust, elicit the…

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