Image Alt

The Negotiation Edge Blog

Puzzle head brain concept as a human face profile made from crumpled white paper with a jigsaw piece cut out on a rustic old wood background as a mental health symbol..jpegAt the Black Swan Group, our instructors have been spreading the gospel of empathy and the techniques used to demonstrate it for years. We have trained thousands of people all over the globe on how to apply techniques developed in the world of hostage negotiations to business and other personal interactions. Of those thousands, as an instructor, I wonder at times how many don’t get it? 

dam.jpgWith questions? Surprisingly…no!

Not with questions. At least, not with open-ended or questions that are meant to be answered with a “yes.”

Your best tools are statements based on observations. Labels and cold reads. They extend thought processes, helping people open up the flow of what they are thinking and causing them to say it out loud.

Is it crazy to think this would work for you and your unique situation?

Happy handsome young man with beard talking on mobile phone standing over chalkboard background with blank speech bubble.jpegA “like” is an expression of value appreciation or desire that the Black Swan Group refers to as a positive. A “dislike” is a lack of appreciation, aversion or reluctance, to or for something. It is what we refer to as a negative. The positive or negative emotion that the counterpart attaches to a term or a dynamic is a clue as to the valuation they have put on it. The recognition, articulation, and exchange of values are what negotiation is all about.