Summary
Voss spent decades negotiating with kidnappers and bank robbers, then translated those tools into business and everyday life. The core insight: negotiation is emotional, not rational. Tactical empathy — labeling emotions, mirroring, calibrated questions — outperforms logical arguments. He's openly skeptical of 'win-win' as a goal; better to let the other side feel they're in control while you steer toward your outcome.
