Jack Cambria, a thirty-three year police veteran who recently retired as the New York City Police Department's longest-standing Hostage Negotiation Team Commander, shares the skills used by hostage and crisis negotiators in defusing high-crisis encounters. Reflecting on what negotiation experts have done effectively can allow you to apply it to everyday situations that you are regularly involved in ranging from misunderstandings, business & workplace disputes, and personal conflicts. He teaches specific skills that crisis negotiators utilize to ease tense situations, to lower emotion, to demonstrate empathy, to build rapport and trust through active-listening skills that are designed to influence others' behavior to achieve a better outcome.
