is the verbal acknowledgment of the other person's emotions. Instead of stating your own feelings, you neutrally observe theirs. You might say, "It sounds like you're frustrated," or "It seems like you're concerned about the timeline." This technique uses phrases like "It seems like..." or "It sounds like..." to keep the focus on their perspective. Labeling negative emotions diffuses them; labeling positive emotions reinforces them.
Voss emphasizes that your delivery is just as important as your words. He highlights two primary vocal tones:
Chris Voss’s MasterClass , The Art of Negotiation , is a deep dive into "tactical empathy"—the idea that understanding someone’s emotional drivers is more effective than standard logic in a high-stakes exchange. Voss, a former lead FBI hostage negotiator, adapts life-or-death field techniques for everyday use, from salary bumps to parenting. Core Negotiation Techniques Chris Voss MasterClass Review: Top 5 Lessons Learned
"Before we begin, you are probably going to think I am being greedy, stubborn, and completely unreasonable." 5. Triggering "That's Right" MasterClass - Chris Voss - The Art of Negotiati...
: only 7% of communication is words, while 38% is tone and 55% is body language. The Late Night FM DJ Voice
A label like "It seems like you are feeling pressured on this deadline" forces the counterpart to either confirm or gently correct your assessment, providing deeper insights. 4. The Power of "No"
Most of us run from "no." We say, "Let's find a win-win." Voss says win-win is a lie. Win-win forces people to say "yes" when they want to say "no," which breeds resentment. is the verbal acknowledgment of the other person's emotions
This defuses the sting of their arguments and shows immense self-awareness.
"The goal is to constantly seek to understand the other side, and demonstrate that you understand before attempting to get what you want."
Voss explores the use of cognitive biases, such as loss aversion. Humans are far more motivated to avoid a loss than they are to achieve a gain. Framing your proposition around what they stand to lose if the deal falls through is a much stronger leverage point than selling the benefits. Voss, a former lead FBI hostage negotiator, adapts
Chris Voss spent 24 years working for the Federal Bureau of Investigation (FBI). As the former Lead International Hostage Negotiator, he dealt with bank robbers, terrorists, and kidnappers.
: In a shocking reversal of conventional wisdom, Voss asserts that "No" is far more powerful than "Yes." "Yes" is often a hollow word, spoken just to end a difficult conversation. A "No," on the other hand, provides a feeling of control, safety, and security. It reveals the real boundaries and starting points for a genuine negotiation. Great negotiators don't strive for "Yes"; they actively seek "No".