crisis & hostage negotiators diverse skills for diverse emotional settings jeff thompson |...
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Crisis & Hostage NegotiatorsDiverse Skills For Diverse Emotional Settings
Jeff Thompson | Research Scholar | Columbia University Law School
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Questions• What is it called?• Why?• Role of emotions?• How does a negotiator respond?
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FBI Says:• Instrumental
• Expressive
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Situations Are Known For:
• Stress• Anxiety• Tense• Unpredictable• Lack of Information• Emotionally driven
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Emotions Emotions
Emotions
Rational Rational
Rational
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Negotiating With Terrorists
“Negotiation is seen as a mechanism for influencing other parties’ perceptions and goals.” -Fauré & Zartman
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Strategy: Behavioral Change Stairway Model
Active Listening
Empathy
RapportInfluence
Time
Veechi et al., Aggression and Violent Behavior (2005) 533-551.
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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.
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Emotions
Identify Match Shift
Hammer (2007). Saving Lives: The S.A.F.E. Model For Resolving Hostage & Crisis Incidents
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Active Listening Skills
• Emotional Label• Reflect/Mirror• Paraphrase• Open-ended Questions
• Summarize• Minimal Encouragers• Effective Pauses• “I” Messages
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Thank you• Stay in touch
• [email protected] • @NonverbalPhD• CrisisNegotiator.blogspot.com• NonverbalPhD.com