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Tactical Empathy

Chris Voss

Lesson time 09:41 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.


[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.

Great Masterclass! I learned really good lessons on how to better deal with hostile people and better ways to get people to open up and speak more fre

I learned so much from this class. The lessons are so clear and well communicated. The amazing thing about them is they can be applied to just about any situation in life. Thank you Chris Voss for sharing what you have learned and what you practice in your work. I would highly recommend.

This class is great. Not only for business negotiation but I had my 10 year old sit through it for the reason Chris listed at the end lesson. I think this class is applicable to most any facet of life.

Learned the subtle tactics of negotiating , getting more out of talking/communicating, drawing out more information , connecting with the person on the other side .


A fellow student

Great negotiation is great collaboration and tactical empathy. Those words are meaningful


I am so happy right now, I had no idea Chris Voss had a master class and I needed help on negotiations for a script!!! YES

Jake C.

I know your rules, can you follow them. If not, I will use your rules against you

A fellow student

Great negotiation is great collaboration. Work with the other person, not win-lose. One has to understand what the rules are for the other person. Deal with that reality. Tactical empathy: understand the other persons's position and ultimately gaining trust.

Nelson B.

This is an Enlightened, transformed,engaging, high integrity and very experienced teacher. I am looking forward to learning from a real master of negotiations and communications. I work with everyone from simple business owners, film producers, project managers, online business owners, call centers, IT security to real estate/mortgage people in my world. I am confident that I will learn something extraordinary from this masterclass now. wow an amazing lesson on Tactical Empathy..


Hello ever one i'm french and i just want to let a little summary in french here in case of there is a french speaking person because i saw that there is so few french subtitles in the videos ;) Pour faire simple la tactique empathique, c'est ce qu'on appelle aujourd'hui l'intelligence émotionnelle Cette tactique se résume à une influence basée sur la confiance au lieu qu'elle soit basée sur la compétition et s'imposer comme étant le meilleur, car en réalité dans la vie tout est négociation et une grande négociation est une grande collaboration. Il est important de comprendre ce point de vue, car le problème n'est pas notre interlocuteur, mais c'est la situation, d'où l'importance de ne pas considérer l'autre comme un adversaire à abattre. Il est aussi nécessaire de prendre en compte les émotions de l'autre, car d'après les neuroscientifiques ceux-ci ne disparaisse jamais, de ce fait, il est primordial de travailler à apaiser ses émotions négatives afin de faire émerger ses émotions positives. L'une des failles permettant de remporter une négociation est de voir connaître les principes qui dirigent notre interlocuteur afin de pointer les principes qu'il trahit. Voila les différents points que j'ai retenus Le prochain résumé, à la vidéo suivante !

Jennifer H.

Eye opening and engaging - Seems like it will take some time, effort and re-effort to apply and recognize - :)


I also stumbled across this blog about Tactical empathy - it has it broken down into manageable junks and are some links to real seminar scenario:

Anthony C.

The workbook did not even mention Tactical empathy. I could have looked in a dictionary to define empathy . Nothing added from his book . T

Florencia A.

Chris Voss masterclass is powerful, I would highly recommend to everybody.