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Learning Quote by Chris Voss

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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 than just “yes” or “no.” And if they disagree with the label, that’s okay. You can always step back and say, “I didn’t say that was what it was. I just said it seems like that.””

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More 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…

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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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“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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“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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“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…

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