In this episode, one of our expert hostage negotiators describes how they calmed an armed criminal trapped in a bank with a hostage. When dealing with incidents of this nature it is critical to reduce the stress of the person that the negotiators are engaging with. These techniques apply equally to any stressful conversations, where there is a threat to a person's safety, control and certainty. Planning for these conversations helps manage and mitigate the risks to both parties and ensures the conversation is a successful one.

In this episode, Martin, one of the hostage negotiators, recalls an incident where he deals with a protestor dressed as 'Batman', who has scaled Westminster Abbey in Central London. Here he was tasked to talk down the protestor from an external balcony of the famous London landmark. Martin and Chris share techniques in how to how to deal with, and recognise, an individual who demonstrates no empathy, shows you little respect, likes to be in control and has a large ego. They also demonstrate how to use these techniques in a workplace setting.

Here Chris recalls an incident where he was called to an armed siege in central London. Another successful conclusion assisted by using some mirroring techniques. Chris and Martin share tips on how to actively listen when stressed or anxious or just stuck for something to say. Also learn how you can subtly pick out and talk about any meaningful hooks or steer a conversation to where you want it to go. This listening skill can be used verbally, non-verbally or in texts and emails. Learn how from these two expert hostage negotiators.

Chris and Martin talk through how they use emotional labelling during a real life crisis . Recounting a scenario where Martin was called to a man armed with a large sword in a public square in London. Listen to how this incident was brought to a safe conclusion and how emotional labelling can be used effectively in private and business conversations. When people are highly emotional, they are not listening. So we point out what you are seeing and hearing to demonstrate listening and give ourselves a platform to move forwards. We call it out. Name it to tame it.