00:00 🧙‍♂ The speaker faced a lost suitcase situation at the airport and approached the luggage services office in a positive and playful mood. 1:22 😄 The speaker's playful attitude turned out to be the key to a successful negotiation with the luggage services staff. 3:32 🧳 The speaker described their suitcase's distinct features, making it easy to spot, including loud green color, white duct tape stripes, and their name written in black letters. 4:56 🕵‍♂ The luggage services staff went beyond the usual process, with the woman physically inspecting the luggage conveyor belts to find the lost suitcase. 5:26 🌟 The successful retrieval of the suitcase was attributed to empathy, a positive attitude, and approaching the situation with a playful demeanor. 5:37 🤔 The speaker emphasized the importance of empathy and a positive frame of mind in negotiations, stating that being 31% smarter in a positive mindset makes one a more effective negotiator.

@DaveE99

3 ай бұрын

It’s more that positive emotions broaden and build negotiations when combined with empathy, defensive emotions that protect form predicted pain shrink the pie and hoard it to one self and isolate and avoid.

Another wand that has worked wonders for me with anyone at any level: Concept: They're the smart one, They're the expert, or They're the authority who has the answers and the 'know how'. I simply start by saying in an assured, positive, upbeat voice--"I know YOU can help me." I repeat the words "I KNOW you can." Then state the issue/problem. You'd be surprised at how far individuals, whom you've just empowered with that authority, will go so they will NOT let you down because you've bestowed upon them an ability they have and you don't. AND you REALLY need their help or you wouldn't be asking! They will put people on hold, leave their post, spend way more time with you making sure your issue is resolved and their attitude becomes pleasant if it wasn't already. Think about it, if someone came up to you and started off with that phrase, wouldn't you want to prove them right? Learned this at a weekend Real Estate conference years ago during the session on How to Communicate With People. This was the biggest plus I took from that seminar.

@superslyko123

3 ай бұрын

Add, "You're in Charge! I need your help!" ;-)

This isn't really to do with conflict management but I once worked in an airport customer support role. And I learned a very important lesson, perhaps the most important lesson about flying. Are you ready? Here are a the MOST important thing you can do to never have your luggage “lost” EVER again. Don't buy or use a black bag. Everyone has similar looking black bags. The main reason bags are lost and hard to track down (not just on the wrong plane or caught in the sorting area) is because some person has been in a rush and grabbed a black bag that looks like theirs. They are stressed out, in a rush, and going to another part of the airport or an unfamiliar hotel. They grab “their” bag. They rush away before you see Your bag. You see a bag that LOOKS like your bag, but you notice it's not your bag. Now the airport has to track down the 1st person and somehow get your bag back and give them their bag. Use any other color. Buy a bright orange or even a dark blue bag. This also a great lesson a lot of people ignore. You are the source of most of your problems. Others can fix it for you but wouldnt it just be better to not have the problem at all?

Why does Chris Voss sound like Al Pacino in _Scent of a Woman_ ?

@Jeff_Thomas

3 ай бұрын

lol

@roysreceptive

3 ай бұрын

Hoooooo-ah, hooooo-ah!

@DesignKamakchi

3 ай бұрын

That’s the secret

@FrostRare

3 ай бұрын

@@roysreceptive ILL TAKE A FLAMETHROWAH T’THIS PLAAACE!!!’

@iskrajackal9049

3 ай бұрын

@JibsRial Ahhh I can tell yew that that suitcases soul is 100% IN TACT. It ain't no snitch, no sell out, no Bairrrrdd suitcase, no siree! An' he may not have a rich daddies but he has personality! He don't fit in, he don't conform. He don't wear no Baird tie, but he got his a-name plastered all over it, an' he done gone put white stripes where it should been plain.

This guy is the GOAT. I like this story format

This is a magical video. It made me realize that the stresses and strains of life have completely drained the playfulness out of my days. Appreciating this has made me think about fixing the problem, then made me feel better, and helped me handle some potentially difficult conversations. Many, many, thanks Chris.

@DaveE99

3 ай бұрын

Saw a Facebook group that was called “cheerfull nihilism”. Lol. Or maybe a dash of cheerful absurdism.

Fabulous story and lesson!

Approach customer service with a positive and playful attitude to facilitate better assistance. 1:19 Customize your belongings for easy identification and to decrease the likelihood of them being taken accidentally. 3:11 Express gratitude directly to individuals who have provided exceptional service. 5:10 Consider the employee's perspective and challenges to foster empathy in your interactions. 5:30

It just keeps getting better and better. Bravo Mr. Voss. Bravo. 👏

Like this storytime format : practical, entertaining and educational at the same time - keep it up Professor ! ❤

Lol, Classic Chris Voss.... I've had my greatest successes with others, while I'm in difficult times, by simply taking a deep breath and offering a sigh of pain and a smile of camaraderie, then asking them to bail me out. Chris, I love this practical use-case format. Thank YOU.

I fully agree, you have to have empathy for the people you seek help from and they work much better without added pressure of a hot head speaking to them.

Great video Chris. I love your empathetic approach. May I also add that politely asking the employee’s name personalizes the experience and often leads to much better service / results by creating a bond between you and the employee which creates motivation for success.

Pure gold!

Ok Chris Voss and the FBI didn't invent communication methods and not the first to make it practically applicable. But him and Dale Carnegie are the best at it. I have applied both and I work with sick people who have the potential to be violent. The only things go is when I don't use their methods. Thank you Chris.

So sweet 🎉🎉🎉

Just coming from Chris’ Instagram where he told us to come watch this video cos a guy recently walked up to him at the airport and said to him.. Bet you wish you had a magic wand… 😅. Great video. Always learning from this channel and videos!

That's really cool!!!❤😊

Nice video and great insights.

That's GREAT! 😉

Thanks

I'm curious how much of your thought process was deliberate vs instinctive - having honed your abilities over the years. Great info either way! but I'm curious. Thanks!

Playful always works 💪

what a great story to lean from . You can ceep a better wold with that attitude

Thanks and I will put that phrase to use… another one that I have found to be very effective is four simple words…I Need Your Help… most human beings, naturally respond to these words with a mix of curiosity and the basic human need to be helpful…When you open up curiosity it is more likely that people will respond in a more positive way… if you are in a management position, these words put the worker on a more even level with you and cooperation may be more spontaneous.🚀

@iskrajackal9049

3 ай бұрын

@Matthewmaguire Totally agree with your sentiment that "I need your help" is a four word game changer. Well worth time spent practising this Base Pack phrase. But avoid at all costs going for the 8 word Expansion Pack "...And you're bloody well paid to do it!" For some reason it de-motivates people who should already be fired up 🔥 with enthusiasm.

Haven't watched the video yet. My guess... "How am I supposed to do that?"

Great story and I'm a big fan of Chris Voss, though I would love this story even more if ended with more recognition of the employee who waved the magic wand. A note to the CEO citing her outstanding work for example.

Hoo ahh!!!

some goofy old man walks up to me and says i need you to wave your magic wand, im telling him to beat it sir i only talk to girls

Chris- Hope you wrote the CEO of the airline about his employe and how she went above and beyond. Yes?

Ayyye shout out to 8Sleep!

❤

I never check a bag .

Great Content, but the background music distracts .

In what chapter of "The Art of the Deal" would you find this? Chuckle. My personal favourite is to look the other person in the eye and ask with a sincere voice "Can I please ask for a bit of assistance?". Almost every time the person will go out of their way to help.

Oooooowaaa

or just use an Air Tag

Sort of a click bait video. I have had lost luggage staff going to carousel to find my bag. I have missed it out and was embarrassed for a reason. Lesson learned: placing an airtag or similar in the luggage will quickly reveal if your suitcase has traveled with you or if it is stuck on the other side of the airport terminal. No negotiating or manipulation was applied and I am walking out of an airport with my luggage unless it has been stuck at my transit point, which unfortunately happens sometimes.

The background music is distracting and couldn’t be less of a fit. Would you be against the idea of finding someone who knows what they’re doing?

🌷🌷🌷👏👏👏

31% smarter in a playful frame of mind pretty much says it all.

See, that's why people will be replaced by robots. They don't need to be incentivized, persuaded, and tricked into doing their job and helping you, even if that means "going the extra mile".

No wonder your suitcases go missing. People are probably intentionally taking the luggage that belongs to Chris Voss loll

I heard the “playful” part, but doesn’t “I need you to…” come off as an overbearing parental tone to younger generational cohorts?

@InSync3912

3 ай бұрын

100% depends on the tone

Poor advice. I waved my magic wand to a lady at the airport. Now I'm in jail.

I'll I wave a $20 and get the same result 😂😂

Jesus Christ! Eternal preamble. Just get to the point without all that endless and painful fluff.

Love ya, but you're overthinking this one. 😂

Just saying the same shit all the time. Come up with NEW stuff. Jesus.

@zunedog31

3 ай бұрын

Keep whining

@josuardgonzalesmedia

3 ай бұрын

mastering the basics haha

@petrakolenakova2

3 ай бұрын

You sound very....clever ...maybe you should come up with some new stuff yourself ?

Like this storytime format : practical, entertaining and educational at the same time - keep it up Professor ! ❤