Voss says, "Emotions are one of the main things that derail communication. Once people get upset at one another, rational thinking goes out the window."

佛斯說：「情緒是破壞溝通的主要因素之一。一旦人們對彼此感到不滿，理性思維就會煙消雲散。」

"That's why, instead of denying or ignoring emotions, good negotiators identify and influence them."

「而這就是為什麼優秀的談判者不會否認或忽視情緒，而是找出情緒並影響它們。」

"Emotions aren't the obstacle to successful negotiations. They are the means."

「情緒並不是成功談判的障礙。它們是談判的手段。」

So, how does Chris Voss navigate emotions during tough negotiations?

那麼，克里斯·佛斯是如何在艱難的談判中駕馭情緒的呢？

We've gathered five of his top tips to help you command the negotiation table.

我們收集了他的五個獨門技巧，幫助你在談判桌上取得優勢。

Number one, mirroring.

第一點，學對方說話。

According to Voss, "Repeat the last one to three words your counterpart just said back to them."

據佛斯所述：「重複對方剛剛說的最後一到三個字，直接再對他們說一次。」

"This is one of the quickest ways to establish a rapport and make your counterpart feel safe enough to reveal themselves."

「這是建立融洽關係最快速的方法之一，能讓對方覺得自己身處安全環境中，可以放心表達自己。」

Additionally, this technique allows you to slow the conversation down, providing more time to think.

此外，這種技巧能讓你放慢整個談話的步調，提供你更多的時間來思考。

However, it should be used sparingly.

不過這種方法應該少用為佳。

Number two, empathize strategically.

第二點，有戰略地同情對方。

"There are some real bad habits out there, and one of those bad habits is the idea that you gotta get your point across. Hear the other side out first."

「有些人在談判時會有些很糟糕的習慣，其中一個就是那種必須把自己的觀點趕快說出來的想法。先聽聽對方想說什麼吧。」

Demonstrate to your counterpart that you're striving to understand their feelings.

向對方展示出你正努力想要理解他們的感受。

Voss recommends phrases like, "It sounds like you're afraid of..." and "It looks like you're concerned about..." to do this.

佛斯推薦使用的一些短句包括「聽起來你是在害怕⋯」，還有「看起來你擔心的是⋯」來做到這點。

Number three, guide them to saying "no".

第三點，引導他們說「不」。

Voss explains that no-focused questions go far in putting the other person at ease.

佛斯解釋到，答案為「不」的問題能讓對方感到安心。

"Every 'yes' is a concession to the other side; at least, sometimes it can feel that way."

「因為在談判時說『是』就是種讓步；或者至少有時會有這種感覺。」

"Allowing opportunities to say 'no' gives the person a measure of control and a sense of security."

「允許說『不』的機會給予當事人有所掌控的感覺，並帶給他們安全感。」

Number four, recognize and rephrase.

第四點，承認並換句話說。

Voss says, "The moment you've convinced someone that you understand their dreams and feelings is the moment a negotiation breakthrough can happen."

佛斯表示：「當你讓對方相信你理解他們的夢想和感受時，就是談判即將有所突破的時刻。」

"Trigger a 'that's right' response by summarizing and reaffirming how your counterpart feels and what they want."

「通過總結和重申對方的感受和他們想要的東西，來讓他們說出『沒錯，就是這樣。』」

"A great summary that will trigger a 'that's right' will be done based on feelings and passions that are driving them but they may be blind to."

「一個將夠能夠讓對方說出『沒錯』的優秀總結，會是以對方自己可能都沒有察覺到，自身的感受與熱情為根基。」

And number five, work together.

第五點，通力合作。

According to Voss, "Don't try to force your opponent to admit that you're right."

據佛斯所述：「不要試圖強迫對方承認你是對的。」

"In negotiations, the more the other person likes you, the more flexible they will be."

「在談判中，對方越喜歡你，他們就越有彈性。」

"And good negotiators realize that striving for a win-win outcome produces the best results."

「而好的談判者了解爭取一個雙贏的結果會是最好的。」