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[PHONE DIALING]
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MAN: Hello.
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CHRIS: Hi, is this is Billy?
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MAN: Joe?
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CHRIS: This is Chris.
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My name is Chris.
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Joe's gone now, and I'm going
to be talking to you now.
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MAN: Listen, we'll
turn ourselves
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in if you do what we tell you.
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NEWSCASTER: The scene
unfolding yesterday
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was like one from a movie.
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A woman taken hostage
in the middle of the day
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by a criminal
claiming to be armed.
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In situations like this,
hostage negotiators
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are charged with making
split second decisions that
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could mean life or death.
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JOURNALIST: Negotiators are
working around the clock
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to help secure her release.
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BROADCASTER: A
tense hostage crisis
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that is now entering
its fourth night.
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REPORTER: The deadline for
her execution has passed.
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NEWSPERSON: With us now to help
break down the investigation,
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retired FBI Special Agent
hostage negotiator Christopher
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Voss.
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ANNOUNCER: He is former FBI
lead international kidnapping
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negotiator.
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WOMAN: He is very much
informed on these matters.
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Chris, I wanted to
go to you with things
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I heard in that press
conference just moments ago.
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CHRISTOPHER VOSS: Everything
in life is negotiation.
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Life is a negotiation.
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The human nature rules
that apply to all people,
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it doesn't matter if you're
a terrorist or a businessman.
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[MUSIC PLAYING]
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You're in negotiations
all day long.
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If you want somebody
to say yes to anything,
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you're in a negotiation.
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If somebody is trying to get
you to say yes to something,
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you're in a negotiation.
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If you say, I want
or you think I need,
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you're in a negotiation.
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You're probably in three
to seven negotiations
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every single day.
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The stereotype of
negotiation is that it's
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about being the biggest
jerk in the room,
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that it's who's the loudest,
who's the most aggressive,
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who takes the most at the
other person's expense.
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The stereotype is that I
win means you got to lose,
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and I beat you.
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That is not the case.
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Great negotiation is
about great collaboration.
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It's about several people
faced with different aspects
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of the same problem.
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The adversary is not the
person across the table.
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The adversary is the situation.
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The person across the
table is a counterpart
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that's struggling with some
aspect of the same problem
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that you are.
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You work with them and
solve that problem together,
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and you're both better off.
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In my class, I'm going to
give you all of the strategies
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and tactics that I developed
as one of the top hostage
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negotiators in the world.
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You're going to learn
everything from bargaining
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to reading body
language and speech
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patterns to the neuroscience
that can literally
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bend people's reality.
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Most importantly,
you're going to learn
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how to achieve your goals
through collaboration
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and the use of
tactical empathy that
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creates trust-based influence.
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I'm Chris Voss, and
this is my MasterClass.
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[MUSIC PLAYING]
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Empathy is becoming completely
aware of the other side's
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perspective, their
point of view,
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their take on things, how they
see it, and what they feel.
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It's not agreement in any way.
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It's not compassion.
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It's not sympathy.
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Let's tactically take what
we know to be the case
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and apply it in
our interactions.
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You know, the human nature
rules that apply to all people,
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it doesn't matter if you're
a terrorist or a businessman.
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And if you can really get
at what's driving someone,
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you can change their
outlook, and you can
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change their decision making.
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You have to understand
what their rules are.
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I have to understand
what your rules are,
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and I have to respect those.
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I don't necessarily have
to adopt those rules,
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but I've got to understand
and respect what they are.
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The clock is ticking in
Iraq for kidnapped American
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journalist Jill Carroll.
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This morning, new
video of Carroll
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was aired on Al
Jazeera television.
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It showed Carroll
surrounded by armed men.
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Her captors threatened
to kill her tomorrow
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if their demands are not met.
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CHRISTOPHER VOSS: The
Jill Carroll case really
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helped me understand
the psychology of what's
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at stake in a negotiation.
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What are they really
bargaining for?
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What are they really after?
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Who are they really
trying to talk to?
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Jill Carroll is a journalist
working in Iraq shortly
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after the end of, quote, the
end of the Second Iraq War.
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So she's on her way to
interview an official,
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and she's kidnapped.
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And she was taken by what
appeared to be Al-Qaeda.
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And Al-Qaeda, at the
time, was in the business
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of kidnapping people,
putting videotapes of them
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on the internet,
threatening their lives,
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and then shortly thereafter
cutting off their heads.
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So this happens.
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She disappears.
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And shortly thereafter,
they put a video of her.
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They have three people
standing around her, three men.
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They're masked.
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Two of them are holding rifles.
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One of them is holding
what appears to be a book.
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She's seated on a
floor in front of them,
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and her hair is uncovered.
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So they had orchestrated
a video of her
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that made her look
like she'd been judged
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by an appropriate
authority and therefore
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was acceptable to execute
her for her crimes
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for her sentence.
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What is the commodity at stake?
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What are they really
negotiating for?
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They're trying to
show themselves
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as a legitimate authority that
can pass sentence on people
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and execute them like any
other legitimate authority.
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That's what that
video was about.
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So we needed to approach
it from that level.
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And what were their
rules that they violated?
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You know, I can
live by your rules.
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Can you?
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Well, let's see if we can
turn your rules against you.
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So what we noted
in the video was
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that they had complete
control of her,
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and they videotaped her with
her hair uncovered, which
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was a violation of their rules.
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So we began to, through third
parties, point out to them
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to various media outlets that
they were breaking their rules,
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that they disrespected her,
and then we did a videotape
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with her father.
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I want to speak directly to
the man holding my daughter
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Jill.
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Her life as a reporter will
better serve your purpose
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than her death.
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We coached her father.
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He had the option to
take our coaching or not.
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And we said, what we
need to do is we need
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to tell the indisputable truth.
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We need you to go on camera.
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We need you to not engage
in any predictable dialogue.
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They've already said
in advance that you're
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going to go in the
media, and you're
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going to say she's innocent.
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Leave her alone.
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These are trigger words
that they have predicted
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that you will say in advance.
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And as soon as you say that
your daughter was innocent,
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regardless of whether
or not it's true,
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you feed into their
justification for killing her.
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He went on the media and
said, my daughter Jill
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is not your enemy.
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She was reporting on what
was happening in Iraq
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and, if released, would
go back to reporting
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on what is happening in Iraq.
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Things that are
indisputably true.
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We know from their culture
that they believe that honor
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flows from the father.
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We didn't know it at the
time, but we found out
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after she was released
that the terrorists saw
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her father in the
media and said to her,
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your father is an honorable man.
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Now, not knowing at the time,
but at that point in time,
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we'd won the negotiation.
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It was over.
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She was safe.
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When they say to her, your
father's an honorable man,
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they now can't hurt her because
honor flows from the father.
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And their view of her
has completely changed.
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And lo and behold, the very
next video we saw of her,
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she was by herself on camera.
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There were no executioners
standing around her,
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and her hair was covered.
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And about 88 days
I believe or so
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after the day that
she was taken,
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she appeared on the
streets of Baghdad
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very close to a location
that she'd originally
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been grabbed because they
didn't know what to do with her.
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They'd lost a negotiation.
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They sensed that they had.
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They didn't know who to blame.
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It had taken place in the media.
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It had taken place in the
arena that they chose.
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And we understood
what was going on,
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and ultimately, they
just let her go.
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We didn't have the term
emotional intelligence
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back then, but it was
emotional intelligence.
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00:08:59,050 --> 00:09:00,670
And it was the
tactical application
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00:09:00,670 --> 00:09:02,840
of emotional intelligence.
205
00:09:02,842 --> 00:09:04,302
And so I knew that
that was the key
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00:09:04,300 --> 00:09:07,980
to unraveling these situations.
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00:09:07,980 --> 00:09:11,370
Emotional intelligence, what
I call tactical empathy,
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00:09:11,370 --> 00:09:13,620
is the bedrock of my
negotiation approach
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00:09:13,620 --> 00:09:17,310
and comes from years of
dealing with hostage crises.
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00:09:17,310 --> 00:09:19,350
Most of the tools
you're about to learn
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00:09:19,350 --> 00:09:22,440
are rooted in the idea of
demonstrating understanding
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of the other side's position
and in so doing building rapport
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00:09:26,250 --> 00:09:29,150
and ultimately gaining trust.
16686
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