BE A MIRROR
This chapter recounts the author's first hostage negotiation during a bank robbery in 1993. It emphasizes the importance of questioning assumptions, actively listening, using the right tone of voice, and mirroring to build trust and gather information. The chapter details the challenges faced due to misinformation and the negotiator's evolving strategies to manage the situation and establish a connection with the hostage-takers.
Key Stories & Examples
Chase Manhattan Bank Robbery
The author describes his first hostage negotiation scenario during a bank robbery, detailing the initial chaos, the misinformation provided by the lead robber, and the challenges of establishing communication and control.
Question assumptions and be prepared to adapt your strategy based on new information. Initial intelligence can be misleading, so remain flexible and open to new insights.
The Late-Night FM DJ Voice
The author takes over the negotiation and uses a calm, reassuring voice (the 'Late-Night FM DJ Voice') to try to connect with the lead hostage-taker and de-escalate the situation.
The tone of voice is a powerful tool in negotiation. A calm and reassuring voice can create a sense of safety and control, influencing the other party's emotional state and willingness to cooperate.
Mirroring Chris Watts
The author successfully employs mirroring to encourage Chris Watts to reveal information, even though a direct question afterward ruins the momentum. This highlights the importance of mirroring and also the need to provide silence afterward for the action to be effective.
Mirroring, or repeating the last few words of what someone says, can create rapport and encourage them to elaborate. However, it's important to allow silence for the mirroring to take effect.
Bobby Goodwin's Hesitation
The author recalls speaking to Watts's accomplice. Goodwin, who was in over his head, clearly expressed trust in the author's calm demeanor.
Even in high-pressure situations, creating a sense of trust and safety can persuade even a hostage taker to see a way to de-escalate.