Never Split the Difference: Difference between revisions
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=Tactics= | |||
*I’m sorry, Robert, how do I know he’s even alive? - apology and first name to seed warmth and prevent bulldozing. | |||
Revision as of 18:42, 13 May 2021
Tactical empathy - repeating without judgment to gain trust.
Empathy - understading counterpart, without necessarily agreeing. Harvard and FBI agree on this definition.
Decisions are made emotionally. Emotions are always involved.
You want repeat customers. A win-lose situation is not a repeat customer.
Tactics
- I’m sorry, Robert, how do I know he’s even alive? - apology and first name to seed warmth and prevent bulldozing.