Transcription
Number one, it shows empathy. This is where you mirror or reflect back the emotions. And this is really about relating to the other person.
And the FBI, uh, FBI negotiator, very famous, uh, Chris Voss, he will talk about mirroring. And the job of a negotiator is to do what? To persuade the guy holding the hostages, or whatever, to come over to our side and to resolve the issue without a mass traumatic event. And so what do they do? They will relate. They will mirror. They will persuade and convince the other person that, hey man, I'm just like you.
And so you can mirror by using a few key tactics. Number one would be reflecting back somebody's emotions. "It sounds like you are feeling overwhelmed and frustrated with this." And when you mirror that back, what does it do? Number one, it shows empathy. "I can relate to you." Number two, it builds trust. Because I can relate to you, because I understand where you're coming from.