“Never Split the Difference” by Chris Voss is a practical guide to negotiation, blending insights from Voss’s experience as a former FBI hostage negotiator with real-world scenarios. Here’s a summary of key concepts:

1. Empathy is Key: Voss emphasizes the importance of understanding the emotions and perspectives of the other party. This creates rapport and opens communication lines.
2. Tactical Empathy: A specific type of empathy that involves recognizing and verbalizing the emotions of others. This helps to diffuse tension and build trust.
3. Mirroring and Labeling: Mirroring involves repeating the last few words the other person said, which encourages them to share more. Labeling their emotions helps in acknowledging feelings without judgment, leading to better outcomes.
4. The Accusation Audit: Before making your case, address any potential objections the other party might have. This pre-emptive strategy diminishes defensiveness.
5. The 7-38-55 Rule: Voss discusses how communication is made up of 7% words, 38% tone of voice, and 55% body language. This highlights the significance of non-verbal cues in negotiations.
6. “No” is the Starting Point: Voss argues that getting a “no” can be more valuable than getting a “yes,” as it provides clarity on what the other party really wants.
7. Calibrated Questions: Pose open-ended questions that begin with “what” or “how.” This encourages the other party to think and engage, leading to collaborative solutions.
8. Creating a “Black Swan” Moment: Identify hidden information that could change the negotiation dynamics. This involves asking insightful questions and being observant.
9. The 3 Types of “Yes”: Voss outlines different types of agreement (“Counterfeit,” “Confirmation,” and “Commitment”) and stresses focusing on genuine commitment.
10. Bargaining Techniques: The book also introduces tactical bargaining strategies like using anchors and establishing a range rather than a specific figure.

Overall, Voss teaches that successful negotiation is about understanding human psychology, fostering communication, and employing strategies that go beyond traditional tactics.