8 Questions
What was the location of the Negotiation Operation Center (NOC)?
In an office in a bank across the street from the Chase branch
Why is it ideal to have a buffer between the Negotiation Operation Center and the crisis point?
To provide a safer distance from the worst-case scenario
Who was the police department negotiator on the phone?
Joe
Why did the team use a policy of having multiple people on the line?
To pick up extra information and offer behind-the-scenes input
What was one of the tasks of the team members listening in?
To gauge the mood of the bad guy taking the lead
What do students of the author often ask about the negotiation process?
Why do you need a team to hear someone out?
What is the implication of the FBI's conclusion about the importance of having a team in negotiations?
It is really not that easy to listen well
How many people were on the line in some standoffs, according to the text?
Five
Study Notes
Negotiation Operation Center (NOC)
- The NOC was set up in an office in a bank, across a narrow street from the Chase branch where the hostage situation was taking place.
- The proximity of the NOC to the crisis site was a disadvantage, ideally requiring a buffer zone.
Negotiation Team Strategy
- The policy is to work in teams, with multiple people on the line to analyze information and provide guidance.
- A team of 5 people or more may be involved, with each member listening in and providing input.
- Roles within the team include:
- Lead negotiator on the phone (Joe in this case)
- Team members listening in and providing input
- Analysts gauging the mood of the perpetrator
- Analysts listening for clues or "tells" to better understand the situation
Effective Listening
- The FBI's use of a team to facilitate effective listening is a testament to its complexity.
- It is not as easy to listen well as it may seem, requiring a team effort to fully understand the situation.
A excerpt from a negotiator's experience in a hostage situation, describing the setup of the Negotiation Operation Center and the challenges of being too close to the crisis site.
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