- Table of Contents
- Table of Contents
- BackCover
- Negotiate and Win - Proven Strategies from the NYPD s Top Hostage Negotiator
- Introduction: Talk to Me
- Buy the Truth
- The Basics, Step-by-Step
- Chapter 1: Fifty Ninja Warriors at Your Back
- A Team First
- The Three Jobs in Negotiating
- One-Man Teams
- Merging the Roles
- Separation, Separation, Separation
- Commander Sets the Goal
- Getting It Down
- Reasonable Goals
- Summing Up
- Chapter 2: Position Is Everything
- A Long-Term Head
- The Phone and Other Tools
- Enemy Territory
- The Business Lunch
- ALCOHOL?
- Hostile Territory
- Mental Comfort: Being Prepared
- Every Journey Begins with a Map
- Getting It Done
- Summing Up
- Chapter 3: Don t Give The Bad Guy A Gun
- Start Right, Finish Right
- Initial Intelligence
- What s Negotiable And What s Not
- What s Your Out?
- The Push
- The Split-Page Method
- Basic Principles
- Quick Fixes
- Promises
- Say What?
- Concept 51
- Politeness And Respect
- Summing Up
- Chapter 4: Contain, Negotiate, Close
- The Basic Map
- Smooth It Ain t
- Breaking Containment
- Turning It Around
- Trust
- Flow and Time-Out
- Closing
- Last-Minute Grabs
- Buyer s Regret and Other Trust Breakers
- Emotional Vulnerability
- The Commander s Role
- Where s The Negotiator Coming From?
- Summing Up
- Chapter 5: Your Ears Are Your Most Important Tool
- Talk to Me
- Empathy, Not Sympathy
- Listening for Emotions
- Active Listening
- Mirroring and Values
- Giving Yourself Away
- Make Your Weaknesses Your Strengths
- Malice in Your Heart
- Shutting Up with Style
- More Techniques to Keep It Going
- Know Thyself: The Voice Thing
- Role Playing
- Don t Be Hard On Yourself
- Summing Up
- Chapter 6: The First Yes
- The Right Yes
- Building Rapport
- Taking The Time To Sell
- Yankee Fans
- It Ain t Small If It s Talk
- Zero In on Conflicts
- Us, Not Them
- The Terminal Or The Press