Crisis & Hostage NegotiatorsDiverse Skills For Diverse Emotional Settings
Jeff Thompson | Research Scholar | Columbia University Law School
Questions• What is it called?• Why?• Role of emotions?• How does a negotiator respond?
FBI Says:• Instrumental
• Expressive
Situations Are Known For:• Stress• Anxiety• Tense• Unpredictable• Lack of Information• Emotionally driven
Emotions Emotions
Emotions
Rational Rational
Rational
Negotiating With Terrorists“Negotiation is seen as a mechanism for influencing other parties’ perceptions and goals.” -Fauré & Zartman
Strategy: Behavioral Change Stairway Model
Active Listening
EmpathyRapport
Influence
Time
Veechi et al., Aggression and Violent Behavior (2005) 533-551.
Strategy:
• Charisma: Ability to influence, persuade, guide• Professionalism: Having the skills and knowing
when and how to use them • Rapport: Mutual understanding, positivity, &
coordination
C.P.R.
Emotions
Identify Match Shift
Hammer (2007). Saving Lives: The S.A.F.E. Model For Resolving Hostage & Crisis Incidents
Active Listening Skills• Emotional Label• Reflect/Mirror• Paraphrase• Open-ended Questions
• Summarize• Minimal Encouragers• Effective Pauses• “I” Messages
Thank you• Stay in touch
• [email protected] • @NonverbalPhD• CrisisNegotiator.blogspot.com• NonverbalPhD.com