The book uses anecdotes from Voss's career as an FBI hostage negotiator to illustrate principles of tactical empathy.
Key strategies discussed include active listening, mirroring, labeling, and calibrated questions.
Voss emphasizes understanding the emotional underpinnings of negotiation, using "no" effectively, and recognizing the influence of cognitive biases.
The book also explores advanced concepts like identifying "Black Swans" (unexpected information) and managing leverage in negotiations.
