Trust Quote by Chris Voss

“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…

— Chris Voss

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

— Chris Voss

“Every case is new. We must let what we know - our known knowns - guide us but not blind us to what we…

— Chris Voss

“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…

— Chris Voss

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

— Chris Voss

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

— Chris Voss

“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…

— Chris Voss

“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…

— Chris Voss

“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…

— Chris Voss

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

— Chris Voss

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

— Chris Voss

“they should be teased out. Labeling is a helpful tactic in de-escalating angry confrontations, because it makes the person acknowledge their feelings rather than…

— Chris Voss