By Chris Voss with Tahl Raz (Harper Business, 2016)
Two channel pros recommend this book on negotiation (which includes some harrowing kidnapping tales) from former FBI lead international kidnapping negotiator Chris Voss. Derek Davis, principal and managing partner at Intelli-NET, an IT services provider in Greenville, S.C., says Voss’ book “has been really helpful to me,” an opinion seconded by Sobran. Voss offers tips such as seeking to get “no” for an answer rather than “yes.” For instance, if you’re dealing with a client who has suddenly gone silent on a pending project, he suggests provoking a “no” with a one-sentence email: Have you given up on this project? This will jog a well-intentioned but overworked client to respond, which gets the initiative moving again.
Voss also suggests dealing with conflict by asking “how” rather than “why,” which Sobran says she’s been “using a lot” and teaching to her employees. “During conflict, employee conflict or customer conflict or whatever, never say why, but ask how. How am I supposed to do that, or how do you see that working?” she explains.
Image: Courtesy Amazon
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