This document discusses hostage negotiation techniques. It explains that hostage takers typically want attention for themselves or a cause. The FBI teaches a behavioral change model using active listening, empathy, rapport building, and influence to resolve situations peacefully. However, untrained negotiators often fail to listen fully and try to convince the other side prematurely. The key is listening without judgment to understand the emotions and perspective of the hostage taker in order to de-escalate the situation.