Negotiation Mastery: Insights from an FBI Expert for Entrepreneurs
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Understanding the Importance of Negotiation Skills
Negotiation skills are essential in business, especially during challenging times. In May 2020, my budget accommodation business faced severe threats due to the COVID-19 pandemic and subsequent lockdowns. With financial reserves dwindling, I had to renegotiate my lease or face closure within months.
I had just a week to prepare for the negotiation, so I turned to online resources for guidance. This led me to Chris Voss, a former FBI negotiator and now a recognized author and founder of The Black Swan Group. (Note: My insights here are based on my own experiences and not influenced by any financial incentives.)
In this article, I’ll share valuable strategies from Voss that helped me navigate my crisis and could benefit other entrepreneurs as well.
Who is Chris Voss?
Chris Voss authored the bestseller Never Split The Difference: Negotiating As If Your Life Depended On It. He founded The Black Swan Group in 2008, applying hostage negotiation techniques to resolve business communication challenges. Before this, Voss served as the FBI's chief international kidnapping negotiator and was a member of the National Security Council's Hostage Working Group, alongside a 14-year tenure on the New York City Joint Terrorist Task Force.
Negotiation Techniques That Yield Results
Here are three negotiation techniques from Chris Voss that proved effective for my business dealings. While there are many strategies discussed in his masterclass and book, these three were particularly impactful for negotiating with suppliers and customers.
Mirroring: A Powerful Technique
Mirroring, or isopraxism, involves subtly imitating the other person's behavior. It's a method that fosters comfort and trust, which are critical in negotiations. Often, this technique is unconscious, occurring in both body language and speech. For instance, if your negotiation partner mirrors your hand gestures, it signifies a connection.
The FBI suggests a specific mirroring technique: repeating the last few words spoken by the other party. This simple yet effective approach can create a sense of rapport. I employed this method during my negotiations, only to discover my landlord was doing the same, which led to some humorous exchanges but ultimately helped us build trust.
The Late-Night FM DJ Voice
In tense negotiations, it's crucial to maintain composure. Chris Voss recommends adopting a calm, soothing tone—like that of a late-night radio DJ. This approach involves several steps:
- Begin with a gentle "I'm sorry..."
- Use mirroring to reflect their words.
- Allow for silence; give it at least four seconds.
- Slow down your speech during this process.
Many negotiators rush to reach conclusions, which can erode trust and rapport. By taking a measured approach, you can listen actively and find common ground.
The Impact of Calibrated Questions
One of the most enlightening lessons from Chris Voss is the power of calibrated questions. These are open-ended inquiries designed to encourage thoughtful responses rather than simple "yes" or "no" answers.
Open-ended questions typically start with "who," "what," "when," "where," "why," or "how." They compel the other party to elaborate, slowing the negotiation pace and fostering a more collaborative environment. For example, asking "How am I supposed to do that?" invites the other party to consider your perspective and work towards a solution.
In this video, Chris Voss shares ten essential negotiation tips that can help you improve your skills and achieve better outcomes.
This video features Chris Voss discussing effective strategies for winning negotiations, drawing on his extensive experience as an FBI negotiator.
Conclusion: Essential Negotiation Techniques for Success
In summary, the three key negotiation techniques I found most beneficial were:
- Mirroring: This technique reinforces your attentiveness and builds trust.
- The Late-Night FM DJ Voice: A calm and steady tone can de-escalate tensions and facilitate better communication.
- Calibrated Questions: These open-ended questions shift the dynamic and encourage collaboration.
For further insights into entrepreneurship and effective business strategies, I recommend exploring All the Hows of a First-Time Business Owner. Understanding these negotiation techniques can mean the difference between thriving and merely surviving in today’s competitive landscape.
Levi Borba is the founder of expatriateconsultancy.com and creator of the channel Small Business Hacks, where he provides resources for small business owners.