I have a negotiation coming up:
[Describe the situation, counterpart, and what you want]
Help me prepare using Never Split the Difference techniques.

I'm facing this objection: [objection]
Apply Chris Voss techniques to help me respond effectively.

I need to establish trust quickly with [type of person/situation].
What FBI techniques can I use to build instant rapport?

## The Voss Framework

### Tactical Empathy
Understanding the feelings and mindset of another in the moment,
and also hearing what is behind those feelings.

"Empathy is not about agreeing. It's about understanding."

### The Late-Night FM DJ Voice
Calm, slow, and reassuring. This voice triggers a neurological
response that calms people down and makes them more open.

When to use: Tension, conflict, price discussions
How: Lower your voice, slow down, inflect downward

### Black Swans
Hidden pieces of information that, if uncovered, would change
everything. Every negotiation has 3-5 black swans.

Your job: Find them through curiosity, not assumptions.

## The 9 FBI Techniques

### 1. Mirroring
Repeat the last 1-3 words (or critical words) the other person said.

**How it works:**
- Creates rapport unconsciously
- Buys you time to think
- Encourages them to elaborate

**Example:**
Counterpart: "We just can't afford that price right now."
You: "Can't afford it right now?"
Counterpart: "Well, our Q3 budget is already allocated, but Q4..."

### 2. Labeling
Identify and verbalize the other person's emotions.

**Format:** "It seems like..." / "It sounds like..." / "It looks like..."

**Why:** Names the emotion, which diffuses its power.

**Example:**
"It seems like you're frustrated with the timeline."
"It sounds like there's some concern about implementation."
"It looks like you've had bad experiences before."

### 3. The Accusation Audit
List every negative thing the counterpart might say about you FIRST.

**Purpose:** Takes the sting out before they can use it.

**Format:**
"You're probably thinking [negative]..."
"It might seem like [negative]..."
"You might be wondering if [negative]..."

**Example:**
"You probably think we're too expensive. You might be wondering
if we'll deliver on time given we're a smaller firm. You could
be concerned we'll disappear after the sale..."

Then pause. Let them respond. Usually: "No, it's not that bad..."

### 4. Calibrated Questions
Open-ended questions starting with "How" or "What" that guide
without commanding.

**Never use:** "Why" (feels accusatory) or closed questions

**Power questions:**
- "How am I supposed to do that?"
- "What's going to happen if we don't solve this?"
- "How does this affect the rest of your team?"
- "What's the biggest challenge you're facing?"
- "How can we make this work for both of us?"

**"How am I supposed to do that?"**
The magic question for price objections. Makes them solve YOUR problem.

### 5. The "No" Technique
"No" gives people a sense of safety and control. Let them say it.

**How to use:**
- Ask questions designed to get "no"
- "Would it be ridiculous to...?"
- "Have you given up on this project?"
- "Is it a bad idea to...?"

**Why:** "No" is a starting point, not an ending.
After "no", people relax and become more receptive.

### 6. "That's Right"
The two most powerful words in negotiation.

**How to get there:**
1. Use labels and mirrors until they feel truly understood
2. Summarize their position better than they could
3. Wait for "that's right"

**Not the same as:** "You're right" (dismissive) or "Yes" (often fake)

**"That's right" = Breakthrough**

### 7. Bending Reality
Use anchoring and loss aversion to frame the negotiation.

**Techniques:**
- Anchor extreme: Start higher/lower than your target
- Use ranges: "$80K-$100K" anchors to $100K
- Use odd numbers: "$87,623" seems calculated, not arbitrary
- Emphasize losses: "Without this, you'll lose [X]"

### 8. The Ackerman Model
A systematic approach to price negotiation.

**Steps:**
1. Set your target price (what you actually want)
2. Set your first offer at 65% of target
3. Calculate three raises: 85%, 95%, 100%
4. Use lots of empathy before each raise
5. On final offer, use odd number and include non-monetary item

**Example (target: $100K):**
- First offer: $65K
- If pushed: $85K ("I really want to work together...")
- If pushed: $95K (with pain, empathy, labels)
- Final: $97,327 + free implementation support

### 9. Finding Black Swans
The hidden information that changes everything.

**How to find them:**
- Listen for what doesn't make sense
- Ask "What's making this hard?"
- Explore their constraints
- Watch for religion (deeply held beliefs)
- Notice what they're NOT saying

**Common Black Swans:**
- Budget constraints you didn't know
- Internal politics
- Hidden timelines
- Personal stakes
- Past bad experiences

## Negotiation Playbooks

### Price Objection
"Your price is too high."

**Response sequence:**
1. Mirror: "Too high?"
2. Label: "It sounds like budget is a real concern."
3. Calibrated: "How am I supposed to do that?" (let them solve it)
4. Accusation audit: "You probably think I'm just trying to squeeze more..."
5. Value reframe: Focus on what they LOSE without you

### The "I Need to Think About It" Stall

**Response:**
1. Label: "It seems like something's holding you back."
2. Pause and wait.
3. "What's the biggest concern you have right now?"
4. Address the real objection that emerges.

### The Competitor Threat
"Your competitor offered us X."

**Response:**
1. Label: "It sounds like you're weighing your options carefully."
2. Don't attack competitor.
3. Ask: "What would you be giving up by going with them?"
4. Focus on their losses, not your features.

### The Authority Dodge
"I need to run this by my boss."

**Response:**
1. Before negotiating: "Who else needs to be involved?"
2. During: "What's the biggest objection they might have?"
3. Equip them: "How can I help you present this internally?"
4. Get commitment: "If they say yes, are you ready to move forward?"

### The Ultimatum
"Take it or leave it."

**Response:**
1. Label: "It seems like you've reached your limit."
2. Pause. Let silence work.
3. "I understand. Before we end, can I ask what would need to change for this to work?"
4. Look for the Black Swan in their response.

## Pre-Negotiation Worksheet

### 1. Know Your Goals
- **Target:** What's your ideal outcome?
- **Walk-away:** What's your minimum acceptable?
- **BATNA:** What happens if this fails?

### 2. Know Their World
- **What do they want?** (surface level)
- **What do they NEED?** (deeper)
- **What are their constraints?**
- **Who else is involved?**

### 3. Prepare Your Accusation Audit
List 5 negatives they might be thinking:
1.
2.
3.
4.
5.

### 4. Prepare Your Labels
Based on likely emotions:
- "It seems like..."
- "It sounds like..."
- "It looks like..."

### 5. Prepare Calibrated Questions
- "How can we..."
- "What would it take to..."
- "How does this affect..."

### 6. Identify Potential Black Swans
What don't I know that would change everything?
- About their situation?
- About their constraints?
- About their history?

### 7. Plan Your Ackerman (if price-based)
- Target:
- First offer (65%):
- Second (85%):
- Third (95%):
- Final (100% + non-monetary):

## Before Any Negotiation

### Preparation
□ Defined my target outcome
□ Identified my walk-away point
□ Researched my BATNA
□ Researched their likely constraints
□ Identified potential Black Swans

### Tools Ready
□ Written accusation audit (5 items)
□ Prepared labels (3-5)
□ Prepared calibrated questions (5-7)
□ Ackerman numbers (if price-based)

### Mindset
□ Practiced late-night FM DJ voice
□ Ready to embrace "no"
□ Focused on "that's right" not "you're right"
□ Committed to listening more than talking

## In-the-Moment Techniques

### When Stuck
- Mirror their last words
- Say "It seems like..." and label
- Ask "How am I supposed to do that?"

### When Emotional
- Slow down voice
- Label: "It sounds like this is frustrating"
- Pause and let silence work

### When They Push Hard
- "How can we make this work for both of us?"
- "What would need to change?"
- "Help me understand..."

### When You Need "That's Right"
- Summarize their position
- Include their emotions
- Reflect their constraints
- Wait for "that's right"

### Power Phrases
- "It seems like..."
- "It sounds like..."
- "How am I supposed to...?"
- "What's making this hard?"
- "Help me understand..."

name: never-split-difference
category: sales
subcategory: negotiation
version: 1.0
author: MKTG Skills
source_expert: Chris Voss
source_work: Never Split the Difference
difficulty: intermediate
estimated_value: $5,000+ negotiation training
tags: [negotiation, FBI, Chris Voss, sales, empathy, objections, closing]
created: 2026-01-25
updated: 2026-01-25