Laura Stapleton

“Mirroring, also called isopraxism, is essentially imitation. It’s another neurobehavior humans (and other animals) display in which we copy each other to comfort each other. It can be done with speech patterns, body language, vocabulary, tempo, and tone of voice. It’s generally an unconscious behavior—we are rarely aware of it when it’s happening—but it’s a sign that people are bonding, in sync, and establishing the kind of rapport that leads to trust.”
― Chris Voss, Never Split the Difference: Negotiating as if Your Life Depended on It

“When people are in a positive frame of mind, they think more quickly, and are more likely to collaborate and problem-solve (instead of fight and resist). It applies to the smile-er as much as to the smile-ee: a smile on your face, and in your voice, will increase your own mental agility.”
― Chris Voss, Never Split the Difference: Negotiating as if Your Life Depended on It

“Don’t commit to assumptions; instead, view them as hypotheses and use the negotiation to test them rigorously.”
― Chris Voss, Never Split the Difference: Negotiating as if Your Life Depended on It

“we were in too much of a hurry, driving too hard toward a quick solution; trying to be a problem solver, not a people mover.”
― Chris Voss, Never Split the Difference: Negotiating as if Your Life Depended on It