Business, Politics & Society

Tactical Empathy

Chris Voss

Lesson time 9:30 min

Meet your new instructor: former FBI lead international kidnapping negotiator Chris Voss. While many believe that negotiation is a battle, Chris sees successful negotiation as a collaboration rooted in empathy.

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.
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[PHONE DIALING] MAN: Hello. CHRIS: Hi, is this is Billy? MAN: Joe? CHRIS: This is Chris. My name is Chris. Joe's gone now, and I'm going to be talking to you now. MAN: Listen, we'll turn ourselves in if you do what we tell you. NEWSCASTER: The scene unfolding yesterday was like one from a movie. A woman taken hostage in the middle of the day by a criminal claiming to be armed. In situations like this, hostage negotiators are charged with making split second decisions that could mean life or death. JOURNALIST: Negotiators are working around the clock to help secure her release. BROADCASTER: A tense hostage crisis that is now entering its fourth night. REPORTER: The deadline for her execution has passed. NEWSPERSON: With us now to help break down the investigation, retired FBI Special Agent hostage negotiator Christopher Voss. ANNOUNCER: He is former FBI lead international kidnapping negotiator. WOMAN: He is very much informed on these matters. Chris, I wanted to go to you with things I heard in that press conference just moments ago. CHRISTOPHER VOSS: Everything in life is negotiation. Life is a negotiation. The human nature rules that apply to all people, it doesn't matter if you're a terrorist or a businessman. [MUSIC PLAYING] You're in negotiations all day long. If you want somebody to say yes to anything, you're in a negotiation. If somebody is trying to get you to say yes to something, you're in a negotiation. If you say, I want or you think I need, you're in a negotiation. You're probably in three to seven negotiations every single day. The stereotype of negotiation is that it's about being the biggest jerk in the room, that it's who's the loudest, who's the most aggressive, who takes the most at the other person's expense. The stereotype is that I win means you got to lose, and I beat you. That is not the case. Great negotiation is about great collaboration. It's about several people faced with different aspects of the same problem. The adversary is not the person across the table. The adversary is the situation. The person across the table is a counterpart that's struggling with some aspect of the same problem that you are. You work with them and solve that problem together, and you're both better off. In my class, I'm going to give you all of the strategies and tactics that I developed as one of the top hostage negotiators in the world. You're going to learn everything from bargaining to reading body language and speech patterns to the neuroscience that can literally bend people's reality. Most importantly, you're going to learn how to achieve your goals through collaboration and the use of tactical empathy that creates trust-based influence. I'm Chris Voss, and this is my MasterClass. [MUSIC PLAYING] Empathy is becoming completely aware of the other side's perspective, their point of view, their take on things, how they see it, and what they feel. It's no...

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.

This classes taught me to keep my cool while negotiating and ask the proper questions and channel the conversation in a direction that will To a certain extent get the other side to negotiate on my behalf against themselves

Amazing course!!! Started using the techniques and immediately saw positive results!

Extremely interesting and unsurprisingly, captivating.

I have enjopyed many of the courses on Master Class but I have taken more away from this class than any other. These are lessons that I can and will use everyday...with practice. Thank you Chris.


A fellow student

It is interesting that Chris makes a point of saying that we are all in negotiations on a daily business. It does not matter what or where we are. I take great interest in the fact that it is a collaboration. Not a win/lose. It is the situation you are negotiating not the person(s) with whom you are speaking with. Chris makes something as intense as a hostage situation and breaks it down to simple steps that can be implemented in any situation.

A fellow student

I like the statement: "What were their rules that they violated?" and " I can live by your rules, can you?" I like the concept of turning their own rules against them... Very fascinating, very engaging ideas.

Annie C.

Really interesting first class. Negotiation is key to business. Wonder how to read someone with a different culture or origin since language is really cultural.

A fellow student

it would be great to have time stamps to go trough the content that interests you faster

David K.

I have received training with a certification for non-violent crisis intervention, but specifically for incidents that can be encountered at a psychiatric hospital. I have watched this series THREE times, and he really takes a much deeper dive. He teaches so much with complex situations distilled to a simplicity that appears to easy to be true until you use it.

Veronica H.

I have watched this twice already, I am obsessed! Has anyone else thought that Chris probably gets all the ladies? 😁

A fellow student

Emotional Intelligence and truly UNDERSTANDING what the other needs - That is when a negotiation can start.

Saurav N.

Sorry but...Is there any place where one could listen to the plea that Jill's father made to the terrorists after he was coached...?

David Y.

This is very interesting so far. It's unfortunate the video isn't in sync with the audio.

A fellow student

The reason i bought Masterclass. Ive been tempted before but this ad just fuc**n got me. Saw the course at once and now one more time with my notebook. probably going back since english is my second language and some of the words are to big for me haha. Great course! GIMME PART 2!!!