![]() ![]() What you’re really after is the most effective mechanism. So that the mechanism if you will, people these days like to talk about hacks and shortcuts. That was completely based on my tone of voice. But he gets on the phone and about 90 seconds in he says I trust you. He didn’t know that negotiators it switched from the other guy to me from Joe Chris. You know, when I negotiate the chase, Manhattan Bank Robbery, hostage taking back in the last century, you know, I don’t even want to say what year was the second bank robber on the inside surrendered to me personally, he came on the phone after we’d been on the phone for five hours. So before I’ve even finished the sentence, I’ve gotten started on building trust. You know, one of the things that we teach in a black swan method is, you know, what tones of voice are good, what tones of voice are bad, basically, especially at the beginning, the late night, FM DJ voice, now I’m impacting your mirror neurons, and actually starting trust with you, just based on the sound of my voice. How did you talked about those two things, but you got people that are robbing banks that are taking hostages? How did you make that first impression cam? First of all, your tone of voice. It’s as effective as saying Trust me.Īnd so as a hostage negotiator. You know, I’m sorry, I got I got bad news for you. So those of you that are out there that think thinking you’re saying I understand is going to make the other side feel like you understand them. And you don’t show that you’ve understood people by saying, I understand. Because empathy is about demonstrating understanding. It’s not saying trust me, people don’t trust you by saying, if you say trust me, and everybody knows that, but here’s something that most people don’t know. What is that? So first of all, trust and competence are the two things, which seemed like a really tall order at the very beginning, which is why a lot of people you know, it’s not laying out your resume. But seven to 10 seconds for the first impression. And you can only ring him in a really counterintuitive way. And there are two bells, you need to ring in that seven to 10 seconds. But you got seven to 10 seconds to make a first impression. Because what’s more important than the first impression is a lasting impression. Alright, so the first question I got is, how long do you have to make that first impression? So there’s, I want to answer that a couple different ways. Because you know what, I want to help as many people as we possibly can, you know, wherever you are, we, we want to find a way to help you. And you’ve taken that and put it into a book, you’re kicking butt and taking names now at the Black Swan group. There’s a lot of stuff that you’ve been through in your time in the FBI. Negotiating as if your life depends on it. So let’s dig into your book club bet you got this awesome book, never split the difference. On Father’s Day, last year, he became a father and I became a grandfather. Actually, we got a team with a black swan group, we got an entire team of coaches, negotiation coaches. You know, my son, Brandon runs my company. I love that being a grandfather is a great honor. ![]() But I grew up in a small Midwestern town. I will boy, no, I know the accent doesn’t sound like it. How about that?Ĭhris Voss – Never Split The Difference 0:59 So one question I ask every guest is what’s one thing people might not know about you? Wow. And just recently, it made the books authority’s best influence books of all time, Chris, welcome to the podcast. Chris founded the Black Swan group in 2008, upon his retirement from the FBI, where he was the FBI, lead international kidnapping negotiator, last he’s also the best-selling author of the book never split the difference, negotiating as if your life depends on it. And my guest this week is Chris Voss for the five people who do not know who you are, Chris is the world’s number one negotiation coach, CEO of the Black Swan Group, a firm that solves business negotiation problems with hostage negotiation strategies. Why you shouldn’t say “I’m Sorry” in Customer Service.What tactics should a Customer Service Rep use to diffuse a frustrated customer?.What is the importance of visualization?. #Mytracks speeding ticket how toHow to get comfortable being uncomfortable?.How do you continue to push somebody to the limit, but still gaining their trust?. ![]() What is the power of an open-ended question?.How do I get the customer who is fired up to calm down and get them to trust you?.How did you make your first impression count?.How long do you have to make that first impression?.Chris Voss is World’s #1 Negotiation Coach, Bestselling Author “Never Split The Difference” – CEO at The Black Swan Group, Ltd. ![]()
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