Among their many skills, master negotiators are masters of language and verbal cues—both as observers and in action themselves. For Chris Voss, three key cues to pay special attention to are tone of voice, “mirroring," and the use of the word “fair."
(upbeat music) … - How you use your voice is really important … and it's really driven by context more than anything else, … and your tone of voice will immediately … begin to impact somebody's mood and … immediately how their brain functions. … There's actually scientific data out there now … that shows us that our brains will work up … to 31% more effectively if we're in a good mood. … So if I smile at you and you see it … or you can hear a smile in someone's voice, … if I automatically smile at you … and you can hear that I like you, … I will actually be able to reach … into your brain, flip the positive switch, … put you in a better mood. There are … mirror neurons in our brain … that we have no control over that … automatically respond. … And if I intentionally put you in a good mood, … your brain will be working more effectively … and that already begins to increase the … chances that you're going to collaborate with me. … You'll be smarter and you'll like me … more at the same time. …
Note: Some videos assume a group of learners is available for team activities and discussions. Please use what’s useful and feel free to adapt the lessons to your particular circumstances.
This course includes videos from:
Alan Alda, Emmy-winning actor, writer, and director
Nancy Duarte, communication expert
Jeffrey Wright, Tony-winning actor from Angels in America
Chris Voss, lead negotiator for the Federal Bureau of Investigation
Colonel Chris Hadfield, Canadian astronaut
Note: This course was produced by Big Think. We are pleased to host this content in our library.