To submit requests for assistance, or provide feedback regarding accessibility, please contact


Case Study: Chase Manhattan Bank Robbery

Chris Voss

Lesson time 16:16 min

In 1993, two men held three employees hostage at a Chase Manhattan Bank in Brooklyn. Hear Chris’s techniques in action as he shares for the first time the tape recordings of his phone calls with the kidnappers.

Chris Voss
Teaches The Art of Negotiation
Former FBI lead hostage negotiator Chris Voss teaches you communication skills and strategies to help you get more of what you want every day.
Get Started


[MUSIC PLAYING] - Here's a case study from my first real hostage negotiation, where I learned a lot about honing my skills as a negotiator. REPORTER: Well, David, at about 8:30 this morning, four people at least, two believed to be armed, attempted to hold up the Chase Manhattan branch in the Park Slope section of Brooklyn. This is a nice section of New York City, by the way. - I'm in New York City one morning, getting ready to do an interview. One of my hostage negotiation compadres, one of my colleagues comes up to my desk and says, there's a bank robbery with hostages in Brooklyn. Let's go. We pull the car up. We're right on top of the inner perimeter. We bail out of the car, low crawl over to the bank across the street that's got the command post in it. Everyone has been seduced at the very beginning to assume that this is going to be a short, sweet operation. - Apparently, they tried to enter the bank as three employees were getting ready to open the branch. That resulted in the bank alarm going off, and the hostage drama began. Hundreds of police officers from the 78th Precinct arrived at the scene, cordoning off about four city blocks. No one's been moving in or out of this area except for the police since 8:30 this morning, which is about 5 and 1/2 hours now. A police tactical squad is on the scene, as well as a police chopper. The FBI and the NYPD have established contact with the alleged robbers. The three bank employees are OK as far as we know. Police are looking for a peaceful resolution to this hostage drama unfolding right now. Reporting live in New York. - We got the actual recordings from the Chase Manhattan Bank robbery hostage taking. We're going to go through when I came onto the phone. I was the second negotiator on the phone. I'd been given some guidance-- some guidelines to follow, and I was ready with my process-- I was ready with the process. And this is what happened. So what I've just started with is I'm already using a version of the late night FM DJ voice. I'm making a point to downward inflect with everything that I say. The other thing I've just done is I've created my identity. All I did was said, this is Chris, you're going to be talking to me now. Joe's gone. Now, our control-oriented negotiator over on the other side, his voice has just come up a little bit. He's a little rattled and he doesn't know exactly what to do with it. Now, what he's done is this is the first time that we've heard from a hostage the entire day. Now, he's not out of moves yet. This is a control-oriented negotiator himself. He's gone and gotten one of the hostages. He's going to put her on the phone just long enough to confirm that she's alive without actually raising the threat level. So at this point again, notice, I'm not really trying to hammer him a lot with his name. As a matter of fact, Billy is not his name. He wouldn't give us a name. That's just a name we came up with earlier to try to personalize ...

Take control of the outcome

As an FBI hostage negotiator, Chris Voss persuaded terrorists, bank robbers, and kidnappers to see things his way. Now he’s teaching you his field-tested strategies to help you in everyday negotiations, whether you’re aiming to improve your salary, the service you receive, or your relationships. Get stronger communication skills, game-changing insights into human nature, and more of what you want out of life.


Students give MasterClass an average rating of 4.7 out of 5 stars.

the class made me more aware of the techniques i have always used withoutknnowinh it. it has helped hone those skills into finely tuned tools that will hep me navigate through life.

The next day I negotiated a better price!! I'm going to save so much money now. This class has already paid for my subscription :) THANKS Chris!

That was amazing. I really feel I understand the concepts and look forward to seeing opportunities to hone that skill. Like he says, we go through 7-10 negotiations each day. Once I can go out of the house again I'm gonna look at the world a whole new way.

Interesting, motivating and allowed me to practice skills a little bit at a time and implement them into my day to day life


Angela T.

Amazing! Nothing like teaching- and learning- with first-person narratives.

Laura V.

I enjoyed the breakdown of these tapes. I'd love to hear more from a female negotiator's POV.

laura R.

I AM LOVING THESE CLASSES SO FAR! Best masterclass set of videos i've seen thus far


petit résumé en français ^^ Etude de cas du braquage de la Chase Manhattan Bank Dans cette vidéo Chris nous fait écouter un audio de son premier cas réel de négociations avec prise d'otages, qui a eu lieu dans le quartier de Brooklyn à New-York. Pour convaincre le preneur d'otages de libérer les otages et se rendre, il va utiliser à plusieurs reprises les trois techniques principales qu'il a enseignés à savoir l'effet miroir, faire émerger le ressenti de l'interlocuteur et surtout savoir maîtriser son élocution de sorte à avoir le bon ton, au bon moment. Au final les otages vont être libérés et les preneurs d'otages se rendre. L'un des éléments à noter c'est qu'il y a deux preneurs d'otages et le premier avec qui il parle utilise des éléments de langage faisant croire qu'il n'est pas le meneur de la situation par exemple en utilisant des pronoms personnels aux pluriels, il faut savoir que ce genre d'attitude se retrouve dans les négociations lors des business dans de nombreux cas les gens qui ont un réel pouvoir de décision on tendance à essayer de ce dédouaner de se pouvoir en disant qu'il faut qu'il s'entretienne d'abord avec leurs collègues ou toute autre personne ayant un pouvoir de décision, alors que celui-ci est entre leurs mains.

Bernardo F.

Adding authentic material just makes this course better, We get to learn from skills in a real-life situation, of course, hope not to be used in that kind of scenario, but actually getting to know that it's not just repeating or saying "seems..." makes it feel more natural and something we can do in an ordinary situation.

Sebastian G.

It is so good to see how the learnings are applied in real life, I might never have to manage a hostage negotiation but I am sure these techniques can be replicated for my are of expertise

Bogdan I.

I would like to see the details on the hostage negotiation of Air France Flight 8969 that took place in 1994. It was really tough negotiation!

Ivan C.

very interesting. techniques that can be applied in various daily situations. the best part is the 'giving examples'. that perfectly helped understanding the application of the technique.

Maria V.

I loved this case study!!! It is really helpful to learn from real life situations.

Wen X.

Hmmm this means that if someone says they are not the decision-maker, they might actually be the decision-maker?