pronoun usage and person’s importance, 179, 187
7-38-55 Percent Rule, 176–77, 186
subtleties, spotting and interpreting, 173–76
uncovering lying, 176
using your own name (Chris discount), 179–80, 187
“yes” and, 80–81
“yes” and “no,” values inherent in, 86compromise, 18–19, 115–16, 139
reasons for, 116
win-win and, 115, 253
control, 140–61
calibrated, or open-ended, question and, 141, 149, 150,
151–56
in communication, 160
creating the illusion of, 149–61, 166, 174–75
influence vs., 84
key lessons of, 160–61
lack of, and hostage mentality, 159
late-night FM DJ voice and, 33
as primal urge, 84
saying “no” and, 78–79, 86–92, 94
self-control, 156–59, 161, 202, 204
crisis negotiations, 4–5, 9–10, 13–16, 18–19, 54. See also
kidnapping or hostage negotiations
Harlem standoff, 49–51, 54–55
Voss and, 76
Watson standoff, 224–28
Crisis Negotiation Unit (CNU), 96–97