3 Tips on Negotiations, with FBI Negotiator Chris Voss
Transcript – How you use your voice is really important and it’s really driven by context more than anything else, and your tone of voice will immediately begin to impact somebody’s mood and immediately how their brain functions. There’s actually scientific data out there now that shows us that our brains will work up to 31 percent more effectively if we’re in a good mood. So if I smile at you and you see it or you can hear a smile in someone’s voice, if I automatically smile at you and you can hear that I like you, I will actually be able to reach into your brain, flip the positive the switch, it puts you in a better mood there are mirror neurons in our brain that we have no control over; they automatically respond. And if I intentionally put you in a good mood your brain will be working more effectively and that already begins to increase the chances that you’re going to collaborate with me. You’ll be smarter and you’ll like me more at the same time.
Now upward and downward inflexion, downward inflexion is often used to say this is the way it is; there’s no other way. And I will say it exactly like that. If there is a term in a contract that there’s no movement on and I want you to know it and feel it without me having to say there’s no movement on this, which maybe you want to yell at somebody and that’s ineffective because that triggers a different part of the brain and makes people angry and they want to fight. And I’ve done this in contract negotiations. I’ve said things like, «We don’t do work for hire,» just like that. It lets the other side know there’s no movement whatsoever.
I also may need to put you in a more collaborative frame of mind and if I want to ask you a question I’ll say something like it seems like this is important to you and I’ll inflect up. It’s more driven by context. And I can use an upward inflection to encourage you and smile while I’m questioning you. And that will make you feel less attacked by being questioned because people are made to feel a little bit defensive when they’re question anyway. So if I know if I have to question you, if I want you to think about a different option then I’m going to be as encouraging as possible while I may be very assertive at the same time.