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

• Mediator.Jeff@gmail.com • @NonverbalPhD• CrisisNegotiator.blogspot.com• NonverbalPhD.com