Keen to become a better negotiator? Then follow this 5-step approach.
How does an FBI hostage negotiator get a terrorist to change their mind?
It’s a good question.
After many years of real world experience, the FBI’s hostage negotiation unit developed a five step approach called the Behavioural Change Stairway Model.
Of course, this tool can be used in any form of disagreement. It’s not something that only works with assault rifle wielding terrorists.
In his excellent book Never Split The Difference, Chris Voss outlines these five steps that any successful negotiation must pass through.
They are as follows:
1. Listen Actively: Listen to their side and make them aware that you’re listening. Let them do the talking.
2. Be Empathetic: Get an understanding of where they’re coming from and howthey feel. What are the emotional needs that lie behind their words?
3. Build Rapport: Empathy is what you feel. Rapport is when they feel it back. They will start to trust you.
4. Begin Influencing: Now that they trust you, you’ve earned the right to work on problem solving with them and recommending a course of action.
