Pratique du Shadowing: How to win a negotiation, with former FBI hostage chief Chris Voss - Apprendre l'anglais à l'oral avec YouTube
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- My negotiation background really started even before I became an FBI hostage negotiator because I needed to get some training.
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- My negotiation background really started even before I became an FBI hostage negotiator because I needed to get some training.
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And that training was really intense, focused listening on a suicide hotline.
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Really learning about emotional intelligence and what drives people, and then how to navigate that in a way that calms people down, makes people make decisions.
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- 'Gunmen burst into the Chase Manhattan Bank in Park Slope this morning.
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And ever since negotiators have been trying to get them to give up.' - 'Hostage negotiators used a bullhorn to try and talk to the gunman.' - 'Billy, we're on the same page.' - 'What persuaded the gunman finally to come out?
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- I think it was excellent hostage negotiating.' - People in intense situations aren't changing their patterns.
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They're still working in the same way that they would under less intense circumstances; they're still making the same decisions.
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So if you take hostage negotiation skills, which are navigating human emotions, and you put them in the middle of business and personal negotiations, you've actually got a great way to work your way through business negotiations, and personal and everyday life negotiations.
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If you think that successful negotiations are successful because of logic or arguments or reason or compromise, you're losing money- you're leaving millions of dollars on the table.
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And over the course of a lifetime, that could be true for everybody.
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Tactically, emotional intelligent negotiation is the way you make great deals, and the way you have great long-term relationships.
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And sometimes they miss that and they think that the problem is a person across the table.
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And that's why, oftentimes, that people think of it as conflict and actually treat it as conflict.
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Negotiation is really about what people are making decisions based on what they care about, what's your passions?
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Every decision you make, you make based on what you care about, which I'm afraid that by definition, that makes decision-making an emotional process.
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First of all, understanding where the other side's coming from and especially emotionally, and then being able to feed it back to them in a way that they signal to you that you've got it right.
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Understand and demonstrate that understanding.
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There are a lot of negotiators that really will give in on a deal because being understood is more important than getting what they want.
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So once we completely understand where somebody's coming from, then with tactical empathy, we get a much better feel for exactly how they feel about things, how that drives them- and then how we can interact with the things that are driving them.
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The reasons you won't make a deal are typically more important than the reasons you will make a deal.
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There's Nobel Prize-winning behavioral economics theory that says that people will put a value of losses on at least twice what an equivalent gain is.
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So losing $5 stings at least twice as much as gaining $5.
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Losing $5 feels like losing $10 or even $35- it's just a ridiculous skewing in our brains over loss.
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So knowing that fear of loss is probably going to drive someone's decision-making more than anything else, tactically, I want to diffuse those fears.
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I want to get them out of that fear-based thinking, and I want to get them really in a more rational, open frame of mind as quickly as I can, which is why, tactically and empathy, I wanna address their fears first.
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Well, labeling is the best way to practice tactical empathy: In its strictest form, it's just saying, or writing, "it seems like, it sounds like, it looks like," putting a label on the dynamic.
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And science is showing us now, that if we label a negative, it diminishes it.
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I'll actually say to somebody ahead of time, "Look, this is gonna sound really harsh, and there's a really good chance that when I get done saying what I'm gonna say, you're not gonna like me at all." And then I'll say what I have to say, and they'll say, "Wow, that wasn't that bad." So I know I can take a very preemptive approach to negative thinking because I know what a barrier it is to decision-making in business.
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The type of listening-I practice it as I teach it- is really kind of beyond active listening all by itself.
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We even sort of refer to it sometimes as 'listeners judo' because we're listening very carefully for certain things.
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We're listening for different aspects of what people care about, and what they're against at the same time.
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People will reveal the negatives, very much, either between the lines, a little bit of the adjectives, and in also in every positive there's a flip side negative; every negative, there's a flip side positive.
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If I make it a point of talking about how I'm for integrity, then if you're making it a point to state that then you've been betrayed in the past, that's been a problem for you in the past.
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There's a yin and yang to everything.
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And as soon as you realize that, that there's a negative to every positive and a positive to every negative, and you're listening for it, you can kind of pick out how you want to guide a discussion knowing that those are the things that you're looking for.
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I remember one time I was on the phone with a customer service airlines person, and that's gotta be a tough job because those people get yelled at all day long every day.
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Nobody calls customer service unless they're unhappy.
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And this woman was one of those women that she clearly she'd been yelled at 50 times during the day, and she was not interested in staying on the phone with me a moment longer than she had to.
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And I remember when I was off the phone and she had me on hold, I remember saying, "You know, I guarantee you this woman right now is thinking, she's saying to her colleagues, 'You know, this guy's lucky I'm talking to him on a phone at all!'" So I was thinking about the negative of that, and then I was about the flip side.
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Well in her view, if she thinks I'm lucky to be talking to her on the phone, then the flip side of that is she's actually being generous in her mind and her world.
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She came back on the phone and I said to her, "You know what?
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I really appreciate how generous you've been with your time." And I could tell immediately her frame of mind changed.
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She put me back on hold for about a minute and a half after that.
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And when she came back on the phone, she'd given me a full refund on my ticket.
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Most people, if you're nice to them, can help you by doing a little bit if you give them a chance.
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If you're just nice to people, it's amazing what they'll do for you.
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- That's awesome. - That was great story.
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- Thank you. - Thank you for awesomeness.
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- Get smarter, faster with videos from the world's biggest thinkers.
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Context & Background
In the video "How to win a negotiation," former FBI hostage chief Chris Voss shares valuable insights on the critical role of emotional intelligence in effective negotiation. Voss, who honed his skills through high-pressure situations on suicide hotlines and hostage negotiations, emphasizes that understanding human emotions is foundational to successful communication. With a focus on empathy and tactical approaches, his strategies are applicable not only in life-and-death scenarios but also in everyday personal and business negotiations. This knowledge is particularly beneficial for English learners looking to enhance their conversational abilities by mastering negotiation techniques and emotional cues.
Top 5 Phrases for Daily Communication
- “It seems like…” – This phrase aids in practicing tactical empathy, allowing you to articulate your understanding of someone's feelings.
- “I appreciate your generosity.” – A powerful way to recognize others' contributions, fostering goodwill in interactions.
- “What concerns do you have?” – This question helps to address fears, making it easier for the other party to open up.
- “Let me clarify…” – Use this to confirm your understanding of what someone has said, ensuring clearer communication.
- “It sounds like you’re saying…” – A great phrase for summarizing and validating the feelings of the person you're negotiating with or speaking to.
Step-by-step Shadowing Guide
To effectively incorporate the techniques discussed in this video into your English speaking practice, follow this step-by-step shadowing guide:
- Watch the video closely: Initially, focus on Voss's delivery style, intonation, and the emotional cues he expresses. This observation will deepen your understanding of effective communication.
- Listen and mimic: Play sections of the video and repeat what Voss says in real-time. This shadow speech method helps improve pronunciation and rhythm while practicing tactical empathy.
- Pause and analyze: After shadowing a segment, pause and reflect on the emotional context behind the phrases. What emotions were being expressed? How could you apply similar responses in your English conversations?
- Practice in real situations: Incorporate the phrases you learned into your daily English interactions. Use a shadowspeaks approach and test how these phrases influence your conversations.
- Utilize a shadowspeech app: Experiment with a shadowing app that allows you to practice your speaking skills and receive feedback, reinforcing what you've learned from Voss.
By engaging with this content actively, you will enhance not only your English speaking practice but also your confidence in expressing empathy and navigating conversations effectively. Remember, negotiation doesn't always involve high-stakes situations; it's often about meaningful exchanges in everyday life.
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.
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