Excerpt from "What Can You Learn about Persuasion from Hostage Negotiation?" a Barking Up the Wrong Tree interview with Chris Voss:
What are the most common mistakes people make when negotiating?
They neglect to pay attention to emotional factors, and they really neglect to listen.
I compare a lot of negotiations to dealing with a schizophrenic, because a schizophrenic’s always got a voice in his head talking to him which makes it very hard for him to listen to you.
Now most people in business negotiations, they approach the negotiation, and they’ve got firmly in their mind all of the arguments that support their position. So when they’re not talking, they’re thinking about their arguments, and when they are talking, they’re making their arguments. They view negotiation as a battle of arguments.
If while you’re making your argument, the only time the other side is silent is because they’re thinking about their own argument, they’ve got a voice in their head that’s talking to them. They’re not listening to you. When they’re making their argument to you, you’re thinking about your argument, that’s the voice in your head that’s talking to you. So it’s very much like dealing with a schizophrenic.
If your first objective in the negotiation, instead of making your argument, is to hear the other side out, that’s the only way you can quiet the voice in the other guy’s mind. But most people don’t do that. They don’t walk into a negotiation wanting to hear what the other side has to say. They walk into a negotiation wanting to make an argument. They don’t pay attention to emotions and they don’t listen.
- "Negotiating expert wins fans with his 'no' strategy," by Steve Wartenberg, The Columbus Dispatch,
- Camp, J. (2002). Start with no: The negotiating tools that the pros don't want you to know. New York: Crown Business.