A kidnapper is nothing more than a commodities trader. In both situations, it's kill or be killed.' Chris Voss is an award-winning business school professor and corporate consultant. He's also former lead international hostage negotiator for the FBI. In Never Split the Difference, he draws on the unique experience of both of those careers to create the definitive playbook for any negotiation situation. The principles of hostage negotiation apply to any other situation where you are trying to get what you want – the only difference is the stakes. The same powerful tactics which have been proven to work against terrorists and kidnappers can also work in everyday situations, whether that's settling a business contract worth millions, improving the terms of your phone contract or even getting your kids to study for an exam. By breaking the negotiation process into distinct phases, and highlighting key techniques such as labelling, mirroring and calibrated questioning, Voss arms the reader with the practical tools they need to give them a competitive edge, and gives them the confidence to use them. With the help of this book, anyone will be able to make sure they Never Split the Difference.