“In a volatile situation where someone’s life is on the line, there can be no shortcuts. You must listen, as the hostage taker is all charged up, emotionally and physically.
“He has his goal, so you must hear him out and understand what he wants to accomplish,” Mr. Cohen said. “As a negotiator, you are looking for a win-win situation, and a hostage taker needs an opportunity to vent and let off steam, as their adrenaline is pumping and as they are in the moment. Unless they unload their demands, they don’t have the capacity to hear and consider behavior change.”
Read more [HERE].