NEGOTIATION
NEGOTIATION TRAINING
BY : CHRIS VOSS
THE TOP 10 BLACK SWAN GO-TO LABELS™
At Black Swan , we ’ re huge proponents of using Labels™ to arrive at the best outcomes . With an effective use of Labels , you ’ re able to unearth what the other side isn ’ t saying and identify a dynamic in the conversation that isn ’ t obvious .
Keep reading to learn more about when , where , and how to use Labels to accomplish your objectives every time you sit down at the table .
LABEL ALL AFFECT SHIFTS .
Whenever you notice an affect shift — changes in facial expressions , gestures , body language , volume , and tone of voice , laughing , crying , what have you — use Labels to figure out what ’ s going on . These may include :
1 . “ It looks like something just crossed your mind .” 2 . “ It seems like you ’ re uncomfortable with that .” 3 . “ It seems like you ’ re hesitant .”
When to use : Use these Labels when you have observed any shift in body language , facial expression , or tonality . The shift may have occurred during your use of Dynamic Silence™ . Make sure you follow this Label with Dynamic Silence — and that you do not break the silence yourself .
Delivery : Speak with a downward inflection at the end . Alternatively , use a short hesitation just after the “ It looks like ” ( or whatever the labeling portion of the opening is ), and then upward inflect with a tone of genuine curiosity ( a question mark sound ) on the last word of the label .
Whatever you do , do not assume you know what ’ s behind the affect shift . Gently find out the why with the Label , which might be a Mis-Label , which is fine .
LABEL BEHAVIORS AND STATEMENTS YOU ’ RE UNCERTAIN OF OR DISLIKE .
Instead of asking “ What did you mean by that ?” or the accusatory “ Why did you do that ?” use these Labels instead :
4 . “ It seems like you have a reason for saying that .” 5 . “ It seems like you have a reason for ... ( name the action ).”
When to use : These can be particularly helpful when you think someone has said or done something wrong . This is designed to get them out of that behavior without making them defensive . A version of this Label was used to get a subcontractor to admit he had no reason for failing to perform on a construction contract .
General Contractor : “ It seems like you have a reason for not doing the work ?”
Subcontractor : “... No , I don ’ t .” And the deal was then worked out . Delivery : Use the same options as above . LABEL AT AN IMPASSE .
You ’ ve been labeling throughout the conversation and negotiation leading up to this point . You ’ ve summarized the situation thoroughly . All of a sudden , you ’ re stuck at an impasse . Turn to this Label next :
6 . “ It sounds like there is nothing I can say to get you to change your mind .”
When to use : If there is any hope of snatching victory from the jaws of defeat , it is only if you have put “ maximum effort ” into building rapport and trust-based influence . This effectively becomes a mis-Label , and if there is any way to
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