Today’s guest blog post is written by Erin Madden Ramirez, Data Project Coordinator, Patron Technology.
A few weeks ago, I happened upon an article called 6 hostage negotiation techniques that will get you what you want. It made me think of the movie The Negotiator (Samuel L. Jackson! Kevin Spacey!), so I decided to read the story for fun.
While reading, I was surprised to realize how much the techniques discussed in the article could apply to anyone for whom customer service is a regular part of their job.
Indeed, the writer points out that one key to negotiating is to get someone to see your point of view, and that these techniques are “not something that only [work] with barricaded criminals wielding assault rifles — [they apply] to most any form of disagreement.”
The 5 steps outlined in the article are as follows:Read the Article