147 Quotes by Chris Voss

What does a good babysitter sell, really? It’s not child care exactly, but a relaxed evening. A furnace salesperson? Cozy rooms for family time. A locksmith? A feeling of security. Know the emotional drivers and you can frame the benefits of any deal in language that will resonate. BEND.

Negotiation as you’ll learn it here is nothing more than communication with results.

Let’s pause for a minute here, because there’s one vitally important thing you have to remember when you enter a negotiation armed with your list of calibrated questions. That is, all of this is great, but there’s a rub: without self-control and emotional regulation, it doesn’t work. The very first thing I talk about when I’m training new negotiators is the critical importance of self-control. If you can’t control your own emotions, how can you expect to influence the emotions of another party?