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Active Listening
Is to not judge or analyze what the person is saying at first. Just focusing on listening and trying to understand their perspective.
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Is to seek to hold the attention of a conversation on oneself. It occasionally manifests on the average person when we pretend to be listening, but we were really focusing on what we want to say.
- Minimal Encouragements: Through body language, or brief verbal replies, negotiators demonstrate that they are focused and listening attentively to the subject, this encourages the subject to keep talking and gradually relinquish more control over the situation.
- Paraphrasing...
- Paraphrase: Consists of repeating at the speakers a summary of what they say, so they feel understood.
- Inquire: Obtain all the information that is relevant to the resolution of the issue.
- Acknowledge: Once the issue is made clear, communicate to your coun...
The FBI uses a process composed of five sequential stages:
To establish rapport (Stage 3) with the subject, active listening skills (Stage 1) and empathy (Stage 2) must first be demonstrated and maintained throughout by the negotiator. As this process continues, ...
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First off, you can't get angry too because then there are two angry people.
Tell yourself they are having a bad day. Don't try to shut them up or talk over them. It doesn't work. Instead, listen actively. Don't judge or analyze what the person is saying at first. Just try to un...
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“In crisis situations, emotions can dictate a person’s actions at the detriment of rational thinking.”
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- Prepare for crisis: Good crisis-management plans predict and set mechanisms to deal with and minimize the effects of disputes.
- Establish ground rules: This establishes a foundation for trust, and disincentivizes extreme demands.
- Conf...
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