Chris Voss on Unlocking Open-Ended Question Superpowers

the real uh application of an open-ended question  is get people to think it's not to get an answer now it's an okay mechanism to get an answer you  know like what's the biggest challenge you face if the person has enough gas in their  mental tank they can answer that question   you got to catch them in the morning while  they're on their first cup of coffee there's   a there's a whole bunch of neuroscience reasons  why you cannot get a good answer to that question   probably after 11 o'clock in the morning  for sure after one o'clock in the afternoon   circadian rhythm decision fatigue a whole bunch of  things on the other hand you can ask that question   at any time if you want them to stop and think  daniel kahneman would call that slow thinking   in-depth critical thinking the classic that  question stopped me in my tracks you know that's a   physical manifestation of the power of a great  open-ended question stop them dead in their   and you and if you choose those you  want it to start with either the word   what or the word how and stay away  from any other open-ended question   one of the open-ended questions that i love  that you say is how am i supposed to do that   yeah and you use that as an fbi hostage negotiator  and you use that in the black swan group training   and what is the power behind that is it it puts  them back in their seat right where they have to   help you make that decision yeah you know you  and you're absolutely right on how it's one of   the critical things in the blacks one method um  and as i said before a stop union tracks question   stop them dead in their tracks and how am i  supposed to do that hits on a lot of levels   you know um we refer to it on our team as  forced empathy stop them in their tracks   force them to take a look at you again the issue  is not the answer now nine times out of ten   their answer is going to be something that  you love and the good news bad news about this   technique like it's only one thing that we teach  in our company but it is so powerful and in and   of itself it can make such a massive difference  in people's lives that sometimes that's the only   thing that they learn because they're like bang  you're in a different world as soon as you learn   that you got the other side cut their price  in half you get the other side you know just   massively changing their position based on the  strength of that one single black swan method   and then and then but and then the one  time out of ten it's so effective that   you're used to hitting grant not just  home runs but grand slam loan runs   the one time you know you miss people  just like how ah i i don't know what to do   you know i got that from somebody the other day  she said i used how am i supposed to do that   and it didn't work now that that tells me so much  number one she was so flummoxed by it not working   she was used to it working ridiculously like  a magic spell like she'd been to hogwarts and   been taught the patronus charm you know and and  so i said well no it's not that it didn't work   it's that you're so used to getting a different  result you misinterpreted the data that you got   back at one time in ten by the way nine out of  ten successes is higher than anything else that   anybody else is using but the one-time  intent the person's going to come back with   that's your problem if you want the deal you do it  which is to immediately put it right back on you   and she called she said well i was  a failure well no it's not a failure   what it just told you is you're dealing  with someone who's not collaborative now that made you smarter wondering   going from wondering if they weren't  collaborative to knowing at least on this   point it also tells you as a negotiator your  job so that you don't leave money on the table is to find the limits and with that application of the black swan method  you just found the limit without driving the   other side from the table because under all other  circumstances when you push somebody to the limit   the gauges when they start to melt down you  know when i a long time ago i wrote read herb   cohen's book you can negotiate anything you  know if you're into reading the literature   of negotiation everybody that i know read this  book it's probably their first negotiation   book herb told people push them till they're  genuinely angry genuinely angry because that's   when you know they're at their limit there's  always a toxic residue from genuine anger   and i remember doing that i remember  thinking like well cool you know   i'm going to continue to pound this guy  until he's angry until they pound the table   and they go because that would hurt me that  would cost me i would lose money and you   know herb's instruction was like awesome  you just found the limit you did your job   where we are here is limit without inducing that  sort of anger which is radioactive toxic waste   which is not what you need for long-term  successful relationships so that you know   that's the other thing the misinterpretation of  the data how do you not leave money on the table   you push the other side until they say because  if you want the deal you're going to do it   and you're like awesome i just did my job

Channel: Press 1 For Nick

Views: 53,235

Keywords: art of negotiation, chris voss never split the difference, negotiation, open ended questions, open questions, negotiation tactics and strategies, chris voss negotiation class, chris voss master class, open ended questions for sales, open ended sales questions, never split the difference summary, the power of silence 10 reasons, communication skills course online free, the power of silence motivation, sales training videos for beginners, how to ask open ended questions in sales

Id: 46cwaiUq58U

Length: 6min 17sec (377 seconds)

Published: Tue Jul 13 2021