Never Split the Difference: Negotiating as if Your Life Depended on It

office in a bank immediately across a narrow street from the Chase branch. We were way too close to the ...

listen well. We are easily distracted. We engage in selective listening, hearing only what we want ...

sole and all-encompassing focus the other person and what they have to say. In that mode of true ...

surrender plan so much as it was an escape plan. In the back of his mind, this guy thought he could som ...

would use this as a reason to put Joe on hold, or to end a call. He’d say, “The girls need to go ...

was just one brick wall after another, one smoke screen after another. It would feel to us like w ...

was the only strategic play at our disposal that didn’t involve an escalation in force. The man we n ...

level, we can understand the minds of others not through any kind of thinking but through qu ...

Most of the time, you should be using the positive/playful voice. It’s the voice of an easygoing, ...

late-night FM DJ voice works is that, when you inflect your voice in a downward way, you put it out the ...

She said, “I’m okay.” That’s all. I said, “Who is this?” She said, “I’m okay.” I wanted to keep her t ...

“Well, when he seen the police he cut.” “We don’t know anything about this guy; is he the one who wa ...

time. These people are, in a word, connected. While mirroring is most often associated with forms o ...

know we were on to him. I said, “There’s a vehicle out here, and it’s registered to a Chris Watts. ...

his unwitting accomplice, thinking our original police department negotiator was still handling our end. ...

the bank doors—that’s the size and scope of the NYPD, in full force, and their guns were fixed on h ...

shooter in kind. The same way I’d get back whatever I put out, he was getting back whatever he was putt ...

outside early on in the standoff—a precaution to ensure that none of the bank robbers could flee the scene. ...

hostage-taker inside—and this naturally set the commander off. I didn’t learn this until later, but I ...

and secure the deal. He didn’t get rattled and he was good at what he did. Matter-of-fact. Street smart. Dominick ...