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Cannes 2015 Day 5 / Simon Wells, Crisis Negotiator

WORKSHOP: LISTENING TO KIDNAPPERS, TERRORISTS AND EACH OTHER

Simon Wells, former police officer and crisis negotiator.

The world has witnessed some horrific incidents over the recent years, particularly in the past few months. These incidents have included kidnappings and other acts of terrorism. Behavioural Science research has been used to better understand why people act in these ways but also how to communicate with them and try to influence their behaviour. This research can also have a significant impact on how we talk and listen to each other in the workplace.

How to create empathy and a good first impression.

First impressions are very important for humans. 

It's about the other person not about you or your problems. 

So be an interested person, not an interesting person.

Listeners are the best sellers. 

TIP: summarize back the important stuff people tell you. 

Listening Skills:

Focus 

Respond 

Encourage 

O.A.R.S (Open ended question: Affirmation : Respond : Summarise) 

3A’s - Autonomy:Acceptance:Adaptation 

2E’s - Empathy:Evocation 

Be prepared for important conversations.

Always take the time to think of the person you're going to meet. Do your research. 

Create an atmosphere that gives you more ability to listen (time, no interruptions, not loud). 

Have a plan for bad first impressions. What's plan B? 

Remember that it’s not what you say, it's what the other person hears.