This document discusses negotiation techniques such as labeling, mirroring, and pausing. Labeling involves verbally observing and recognizing dynamics, goals, barriers, and other aspects of the negotiation to help identify areas of agreement. When mirroring, the negotiator repeats the last three words said by the other party to demonstrate listening and encourage further discussion. Pausing provides time for reflection during the negotiation. These techniques can be useful for understanding interests, reducing tensions, and making progress toward an agreement.

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Chris Voss
The Black Swan Group
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You:
Open
Information
Them:
Open
Information
Hidden
(You’re blind
to what
their
hiding.)

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5. What is this analogous to?
Do this or else
Give me what I want or I walk
Cut your price or we go to a competitor
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6. The Negotiation 9
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7. Labels “It sounds/seems/looks like…”
Effective Pauses
Mirrors
Paraphrase
Summary
Calibrated Questions
“I” Messages
Encouragers
3x
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8. The Quick 2 (plus 1)
Labels
Mirrors
(Effective Pauses)
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9. A verbal observation / recognition
“It sounds/seems/looks like………”
Use labels to identify driving forces & dynamics
Label your way to agreement
Labels tend to reinforce “positive” things - the things
that work for you
Label common goals
Label your barriers away
Labels tend to dissolve/reduce “negative” things
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10. An insight – husband/wife negotiation over a real or
artificial Christmas tree
Mid - “It seems like you had real trees growing up.”
A recognition - something subtle – hidden – blind:
Fundraiser for the Girl Scouts and a donor ($5,000 at
stake). Reluctance being shown over project
suggestions.
Mid - “I’m sensing some hesitation with these projects….”
Late - “It seems like it’s important to you to find the right
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11. A recognition of an action – Landlord/Tenant
negotiation: landlord doesn’t renegotiate & doesn’t
allow sub-letters. Tenant MBA student need to sublet to
take a summer internship – can’t afford 2 apartments.
Early - “It seems like you aren’t too big of a fan of sub-letters.”
Late - “It sounds like there is nothing I can say to get you to
change your mind.”
Early labels set up late labels – late label “close” to set-
up the next interaction
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12. An affect – distant analytical type
“You’re very guarded…”
A dynamic (open or subtle) – Boss “drive-by”
Early - “This sounds pretty urgent.”
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13. Something that doesn’t add up – Mixed use
commercial building, full occupancy, historic district,
strong economy
Late - “It seems like the seller must be trying to get out of
the market, due to the disbelief in future market
fundamentals, if he or she is selling a cash cow.”
Label early & often
As you incorporate skills your every 4th verbalization
should be a label
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15. Mirroring
Repeat the last 3 words
Upward or downward inflecting
“The last 3 words?”
“The last 3 words.”
Can be used in place of
“What do you mean by that?”
Or
“Please go on.”
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16. You are only allowed to
Labels (Verbal Observations)
“It sounds/seems/looks like………”
Mirroring
Repeat the last 3 words
NO SHARING / DISCLOSING
NO QUESTIONS
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Labels
demonstrate
comprehension.
Labels
uncover
Black Swans.

18. • “The Edge”
Complementary weekly newsletter negotiation
tips and advice
text “FBIempathy”
To: 22828
(no spaces – not case sensitive)
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