Do not aim for a quick "yes," which is often a defensive lie. Instead, summarize your counterpart's feelings and situation so accurately that they respond with, "That's right." This breakthrough phrase signals true alignment and trust. 5. The Calibrated Question

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While published in 2016, the principles in Voss's book remain profoundly relevant. As the world navigates evolving work environments, remote negotiations, and high-stakes personal conversations, the need for tactical empathy has never been higher.

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4. The Magic Phrases: "That’s Right" and "How am I supposed to do that?"

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: Labeling is the practice of verbally acknowledging the other person's emotions to defuse negativity or amplify positive feelings. You typically start a label with phrases like "It sounds like you're..." or "It seems like you're...". For instance, during a tense negotiation, you might say, "It seems like you're frustrated with the timeline." Voss argues that labeling is so effective that it can instantly calm a hostile person by making them feel understood.

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Stream Never Split the Difference by Chris Voss, Chapter 1 by Penguin Books UK | Listen online for free on SoundCloud. SoundCloud Penguin Books UK Never Split the Difference - by Chris Voss and Tahl Raz

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