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32,640 Views • Apr 24, 2024 • Click to toggle off description
Chris Voss’s approach to negotiation is noted for its focus on tactical empathy—an understanding of the counterpart's emotions to influence their decision-making process positively. This innovative method stems from his extensive field experience and is grounded in psychological principles.
After retiring from the FBI, Chris Voss founded The Black Swan Group, a firm that provides training and advises Fortune 500 companies through complex negotiations. He also authored "Never Split the Difference," a book where he shares negotiation strategies derived from his years of experience in high-pressure environments. His work has not only redefined how negotiations are understood and conducted in criminal justice but also in business and everyday life.
Views : 32,640
Genre: Education
License: Standard YouTube License
Uploaded At Apr 24, 2024 ^^
warning: returnyoutubedislikes may not be accurate, this is just an estiment ehe :3
Rating : 4.956 (19/1,716 LTDR)
98.90% of the users lieked the video!!
1.10% of the users dislieked the video!!
User score: 98.35- Masterpiece Video
RYD date created : 2024-06-27T16:21:29.939866Z
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23 Comments
Top Comments of this video!! :3
Seeing things from the other person's perspective and acknowledging their value
11 |
Just like thanking the bus driver, ALWAYS thank customer service for their time. We joke on them too much as a society, but it's really not an easy job - especially for companies that get a lot of hateful customers.
44 |
I love talking to customer service. Poor people have a horrible time! I call them Sir and Ma'am and tell them i really appreciate their help! Even if i dont get the solution I want. Working in sales I realise that emotions pay alot in the outcome.
2 |
Yep, true as. I've found slipping in how grateful you are for their help & how it's much appreciated always makes a difference.
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Never underestimate the power of empathy and kindness. I've probably only had bad service once or twice in my life.
10 |
He looks like that guy from the "Nice " meme😅
10 |
I've worked customer service and. Yes. It can be hard. As a rep, I want them to think that I'm there to help them to get the best outcome for whatever it is that they need. It may not be exactly what they were wanting but still the best solution possible and they can be satisfied.
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Many people just want to be recognized as human beings. When you answer phones for companies, they teach you to use people's names. It helps build a relationship. I make sure to always write down the person that answered's name when I call places.
None of these are universals, of course. Not every person likes names, not every company likes names, not every whatever whatevers. But in general, using a name is a good way to connect.
4 |
Be nice to people. What a novel concept!
2 |
Excellent!
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Be Who You Want to Be 😊
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You get so much more from being polite than being a jerk
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Manners goes a long way. Being able to see people too
6 |
I used to work AT&T customer service and not once did I think a caller was lucky I gave him any of my time. I'm getting paid ffs!
Also 90 seconds was the longest I was allowed to keep someone on hold. Other agents would put callers on hold that long for a 10 second task just to chat with other agents.
Yes a caller being nice was wonderful but I had average call times and quotas to meet etc. His issue was one she was told to accommodate due to his history as a customer!
So much for FBI negotiating.
3 |
Step one - Use FISA for unconstitutional surveillance of US citizens.
Step two - Encourage citizens to commit crimes they might not have otherwise done.
Step three - Arrest those citizens to increase your department budget.
Step four - W
6 |
Poor lady probably had to come back down to Earth!
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Who would've thought it? lol
You get more flies with honey.
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Baby boomers never imagined being nice to a service worker in their lives
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So the advice from the FBI to get what you want is: be nice. Must get a lot of training for that job.
3 |
@jonathanjohnson2785
6 months ago
Treat people how you want to be treated. Still holds true to this day❤
48 |