Summary of Chris Voss, Communication Keynote Speaker

00:00:00 - 00:55:00

In this video, Chris Voss discusses the importance of communication and negotiation in the modern business world. He shares the neuroscience rule that one should never be so sure of what they want that they wouldn't take something better. He also discusses the importance of staying in a positive frame of mind, and how to do so using neuroscience.

• 00:00:00 Chris Voss is the former lead international hostage negotiator for the FBI, and author of the best-selling book "Never Split the Difference." He discusses the importance of communication and negotiation in the modern business world. He shares the neuroscience rule that one should never be so sure of what they want that they wouldn't take something better.
• 00:05:00 Chris Voss, a communication keynote speaker, discusses the importance of staying in a positive frame of mind, and how to do so using neuroscience. He discusses how negative wiring is embedded in our brains, and how to overcome this by using techniques such as humor and data interpretation.
• 00:10:00 Chris Voss, a communication keynote speaker, discusses the basics of human wiring and how it doesn't matter what generation or gender you are. He explains that all of us have the same basic needs and desires, and that the key to success is understanding what matters to the other side. He shares the story of a kidnapping negotiation he was involved in, and how understanding the business model and the needs of the other side can help you save time and money in negotiations.
• 00:15:00 Chris Voss, a communication keynote speaker, discusses how to make a good first impression with customers and clients. He advises that every person you deal with is looking for the same things from you, and that you have the same amount of time as anyone else to make a good impression.
• 00:20:00 Chris Voss, an expert on kidnapping, delivers a key message to businesses: if they don't do it right, they will become extinct. He says that what a child represents are the hopes and dreams of their family's future, and that businesses need to be careful not to rush through communications with customers in order to "close something." Voss emphasizes the importance of listening carefully to customers in order to understand their needs and desires, and of not using the word "yes" as a way to confirm commitment or committing too easily.
• 00:25:00 Chris Voss, a communication keynote speaker, discusses how to retain employees for years and have great terms. He explains that every "yes" is a hook, and that hearing it can be one of the most beautiful words in the language. John Lennon fell in love with Yoko Ono when he heard her say "yes" multiple times in an art exhibit. Most people react with excitement when someone says "yes," but there is a catch--we're blinded by the word and can't see the negative consequences. Chris provides an example of how a problem can arise when somebody wants to get out of a conversation--the person may have a stroke.
• 00:30:00 Chris Voss, a communication keynote speaker, discusses how the "yes" neural synapse is created through practice and how one can become addicted to yes. He also discusses how non-responders hinder communication and how to deal with them.
• 00:35:00 Chris Voss, a communication keynote speaker, discusses the dilemma of bodyguards: when within arm's length, they can only stop the attacker after he has already killed the target, but they can't stop the attacker if they get close. He tells a story of killing Jack Welch, the CEO of Welch Oil, with a stroke after he refused to let him speak at his negotiation course.
• 00:40:00 Chris Voss, a communication keynote speaker, discusses how to get someone to say that what you're saying is right, even if they don't agree with you. He recommends using the two-millimeter shift technique, which is "describing to them and this is what Mike was talking about earlier--discovering what's important to them, how do you know when you've discovered it, and when they say that's right, not your right, they say you're right when you're pitching and you're reiterating it back to them." Finally, Voss discusses how to handle a sociopath, who will only listen to bad news about you.
• 00:45:00 In this video, Chris Voss discusses the importance of understanding the other side, and how to do so by interacting with them multiple times. He also discusses the ninth negotiation principle, which is to shake yeses hard to ensure they are genuine.
• 00:50:00 Chris Voss is a former FBI lead negotiator who prepared extensively for his appearance on CNN. He discussed the importance of preparation and the importance of setting realistic expectations.
• 00:55:00 Chris Voss discusses the importance of respect and appreciation in communication, and how it will help you close more deals and connect more with people.