Sarah

“[Empathy] is not about being nice or agreeing with the other side. It's about understanding them. Empathy helps us learn the position the enemy is in, why their actions make sense (to them), and what might move them.

As negotiators we use empathy because it works.”
― Chris Voss, Never Split the Difference: Negotiating As If Your Life Depended On It

“In one brain imaging study, psychology professor Matthew Lieberman of the University of California, Los Angeles, found that when people are shown photos of faces expressing strong emotion, the brain shows greater activity in the amygdala, the part that generates fear. But when they are asked to label the emotion, the activity moves to the areas that govern rational thinking. In other words, labeling an emotion—applying rational words to a fear—disrupts its raw intensity.”
― Chris Voss, Never Split the Difference: Negotiating As If Your Life Depended On It

“We treat ourselves both as objects of language and as speakers of language, both as objects of the symbolism and as symbols in it. And all the difficult paradoxes which go right back to Greek times and reappear in modern mathematics depend essentially on this.”
― Jacob Bronowski, The Origins of Knowledge and Imagination

“Notice we said 'It sounds like . . .' and not 'I'm hearing that . . .' That's because the word 'I' gets people's guard up. When you say 'I,' it says you're more interested in yourself than the other person, and it makes you take personal responsibility for the words that follow—and the offense they might cause.”
― Chris Voss, Never Split the Difference: Negotiating As If Your Life Depended On It