Episode 2: Chip Massey: High-Stakes Conversation Tips from a Hostage Negotiator (Part I)
This episode explores a very important topic for anyone in the business world who has a customer-service oriented role: navigating high-stakes conversations. Host Jim Karrh speaks with former FBI hostage and crisis negotiator Chip Massey about the keys to de-escalating tough situations, building rapport, and establishing trust. While these strategies may at first seem disconnected…