1 00:00:00,000 --> 00:00:00,960 [MUSIC PLAYING] 2 00:00:00,958 --> 00:00:02,878 [CLOCK TICKING] 3 00:00:07,190 --> 00:00:09,530 So here's the scenario. 4 00:00:09,530 --> 00:00:12,050 I'm going to be a bank robber, a bad guy, 5 00:00:12,047 --> 00:00:13,877 bank robber trapped in a bank with hostages. 6 00:00:13,880 --> 00:00:18,950 You're going to be the hostage negotiator that talks me out. 7 00:00:18,950 --> 00:00:21,190 Now, you have four restrictions. 8 00:00:21,185 --> 00:00:25,605 There are four things you can't do in the negotiation, 9 00:00:25,605 --> 00:00:27,235 and I'll walk all the way through this. 10 00:00:27,230 --> 00:00:27,850 I'll summarize it. 11 00:00:27,850 --> 00:00:29,180 I'll give you a chance to ask questions. 12 00:00:29,180 --> 00:00:30,730 We won't dive in until you're ready. 13 00:00:30,730 --> 00:00:31,360 OK. 14 00:00:31,355 --> 00:00:33,235 So there are four things that you can't do. 15 00:00:33,230 --> 00:00:36,210 You cannot give me weapons. 16 00:00:36,210 --> 00:00:39,570 You can't give me transportation. 17 00:00:39,570 --> 00:00:42,990 You can't give me drugs or alcohol. 18 00:00:42,990 --> 00:00:46,510 And there's no sort of hostage exchange allowed. 19 00:00:46,510 --> 00:00:49,680 You can't, say, offer a command if I let people come out. 20 00:00:49,680 --> 00:00:51,060 Nobody could come in. 21 00:00:51,060 --> 00:00:53,910 People could only come out. 22 00:00:53,910 --> 00:00:58,950 When we get started, we'll simulate being over the phone. 23 00:00:58,950 --> 00:01:00,390 You'll say, ring, ring. 24 00:01:00,390 --> 00:01:04,380 I'll answer, and that will start the negotiation. 25 00:01:04,379 --> 00:01:07,669 All right, so if you're ready, say, ring, ring. 26 00:01:07,670 --> 00:01:08,240 Ring, ring. 27 00:01:08,240 --> 00:01:11,090 I need a car in 60 seconds or she dies. 28 00:01:11,090 --> 00:01:14,090 OK, let's just-- 29 00:01:14,090 --> 00:01:16,190 I want to tell you what my name is. 30 00:01:16,190 --> 00:01:21,320 My name's Pam, and I'm here to help you get through this. 31 00:01:21,320 --> 00:01:22,460 What's your name? 32 00:01:22,460 --> 00:01:24,440 I have no intention of telling you that, Pam. 33 00:01:24,440 --> 00:01:26,090 You have 55 seconds. 34 00:01:26,090 --> 00:01:27,500 Why would I tell you that? 35 00:01:27,500 --> 00:01:33,330 OK, look, I'm going to try and get you what you need. 36 00:01:33,328 --> 00:01:34,618 You're going to get me a car? 37 00:01:34,620 --> 00:01:35,120 Excellent. 38 00:01:35,120 --> 00:01:36,770 You've got 50 seconds to comply. 39 00:01:36,770 --> 00:01:41,190 OK, I just want to slow down and-- 40 00:01:41,185 --> 00:01:42,565 You can slow down all you want. 41 00:01:42,560 --> 00:01:44,040 You've got 45 seconds. 42 00:01:44,040 --> 00:01:50,040 OK, maybe I can get you some food in there. 43 00:01:50,040 --> 00:01:50,540 No. 44 00:01:50,540 --> 00:01:51,250 PAM: Everyone's-- 45 00:01:51,248 --> 00:01:53,228 I'm going to be out of here in 35 seconds. 46 00:01:53,230 --> 00:01:54,720 What do I need food for? 47 00:01:54,720 --> 00:01:56,060 Right, right. 48 00:01:56,060 --> 00:01:59,340 So I want you to just take it easy. 49 00:01:59,340 --> 00:01:59,850 Just relax. 50 00:01:59,850 --> 00:02:00,730 I'm taking it fine. 51 00:02:00,725 --> 00:02:02,645 PAM: We're going to get through this together. 52 00:02:02,642 --> 00:02:03,322 35 seconds. 53 00:02:03,320 --> 00:02:04,170 I want to help you get through this. 54 00:02:04,170 --> 00:02:06,130 INSTRUCTOR: I'm going to get out of here alone. 55 00:02:06,128 --> 00:02:09,518 OK, I'm not going to be able to get you that that quickly, 56 00:02:09,520 --> 00:02:10,160 OK? 57 00:02:10,160 --> 00:02:15,340 So you can get me a car. 58 00:02:15,340 --> 00:02:16,540 We can talk about that. 59 00:02:16,540 --> 00:02:18,990 No, you said you couldn't get it that quickly. 60 00:02:18,990 --> 00:02:20,370 Well, I think it's impossible-- 61 00:02:20,365 --> 00:02:20,685 INSTRUCTOR: --which means-- 62 00:02:20,680 --> 00:02:21,810 --to get it that quickly. 63 00:02:21,805 --> 00:02:23,355 --you want me to kill her now. 64 00:02:23,350 --> 00:02:25,370 No, I don't want you to do that. 65 00:02:25,365 --> 00:02:27,425 Yes or no on the car? 66 00:02:27,425 --> 00:02:29,055 Look, if you kill her, there's no way 67 00:02:29,050 --> 00:02:30,260 you're going to get anything. 68 00:02:30,258 --> 00:02:30,778 Yes or no. 69 00:02:30,780 --> 00:02:31,390 OK? 70 00:02:31,390 --> 00:02:32,890 There's nothing you're going to get. 71 00:02:32,890 --> 00:02:34,840 30 seconds. 72 00:02:34,840 --> 00:02:36,940 There's nothing that-- 73 00:02:36,940 --> 00:02:39,110 listen to me, if you kill her, there's 74 00:02:39,108 --> 00:02:40,898 nothing that's going to help you right now. 75 00:02:40,900 --> 00:02:41,820 INSTRUCTOR: You said-- 76 00:02:41,817 --> 00:02:43,087 I want to help you, OK? 77 00:02:43,090 --> 00:02:43,900 I want to help you. 78 00:02:43,900 --> 00:02:45,040 Get the car. 79 00:02:45,040 --> 00:02:47,520 I want to help you get through this, all right? 80 00:02:47,520 --> 00:02:48,190 Look-- 81 00:02:48,190 --> 00:02:49,990 It's not me you're helping, it's her. 82 00:02:49,990 --> 00:02:52,720 I'm going to make sure no one comes in there, OK? 83 00:02:52,720 --> 00:02:53,300 That's what I want to make sure-- 84 00:02:53,300 --> 00:02:54,760 I already know nobody's coming in. 85 00:02:54,760 --> 00:02:56,710 I'm going to start throwing out bodies if they do. 86 00:02:56,710 --> 00:02:57,420 PAM: Well, I'll-- 87 00:02:57,418 --> 00:02:59,438 You got 27 seconds left. 88 00:02:59,440 --> 00:03:01,290 Look, I want to resolve this with you, OK? 89 00:03:01,287 --> 00:03:02,617 INSTRUCTOR: OK, give me the car. 90 00:03:02,620 --> 00:03:04,510 Look, I want to see-- 91 00:03:04,510 --> 00:03:05,350 Car, yes or no? 92 00:03:05,350 --> 00:03:05,890 What's going on today? 93 00:03:05,890 --> 00:03:06,420 Yes or no? 94 00:03:06,420 --> 00:03:07,840 What made you go in there today? 95 00:03:07,837 --> 00:03:08,597 I needed money. 96 00:03:08,600 --> 00:03:10,450 What do you think I went into the bank for? 97 00:03:10,452 --> 00:03:11,412 You needed money, OK. 98 00:03:11,410 --> 00:03:12,070 INSTRUCTOR: That's where money is. 99 00:03:12,070 --> 00:03:14,460 Well, money's better than killing people, right? 100 00:03:14,458 --> 00:03:15,248 That's up to you. 101 00:03:15,250 --> 00:03:18,670 Getting you money is better than letting you kill somebody. 102 00:03:18,670 --> 00:03:20,360 You got 25 seconds. 103 00:03:20,360 --> 00:03:22,310 Well, OK. 104 00:03:22,312 --> 00:03:23,022 Let's work on it. 105 00:03:23,020 --> 00:03:23,380 OK? 106 00:03:23,380 --> 00:03:24,040 Is that a yes? 107 00:03:24,040 --> 00:03:24,790 You're not going to get any-- 108 00:03:24,790 --> 00:03:25,450 Is that a yes? 109 00:03:25,450 --> 00:03:26,530 You said you'd work on it? 110 00:03:26,533 --> 00:03:27,373 Look, yeah-- 111 00:03:27,370 --> 00:03:28,030 Yes or no on the car? 112 00:03:28,030 --> 00:03:29,000 I'm going to work on it for you. 113 00:03:29,000 --> 00:03:29,590 What does that mean? 114 00:03:29,590 --> 00:03:29,950 I'm going to-- 115 00:03:29,950 --> 00:03:30,610 What does that mean? 116 00:03:30,610 --> 00:03:31,180 I'm going to try to get you one. 117 00:03:31,180 --> 00:03:31,960 INSTRUCTOR: You're going to try? 118 00:03:31,960 --> 00:03:32,890 I'm going to try to get you one. 119 00:03:32,890 --> 00:03:34,930 I'm going to try not to kill her in 20 seconds, 120 00:03:34,932 --> 00:03:36,762 but who knows how good try will get you? 121 00:03:36,760 --> 00:03:39,490 Look, I don't want you-- 122 00:03:39,490 --> 00:03:40,550 You want her. 123 00:03:40,550 --> 00:03:42,130 Don't worry about me. 124 00:03:42,130 --> 00:03:43,980 Yeah, I want her. 125 00:03:43,983 --> 00:03:44,653 No, you're not-- 126 00:03:44,650 --> 00:03:45,390 17 seconds. 127 00:03:45,385 --> 00:03:47,265 I promise you, this isn't going to end well 128 00:03:47,260 --> 00:03:48,250 for you if you kill her. 129 00:03:48,250 --> 00:03:49,580 Oh, now you're threatening me. 130 00:03:49,583 --> 00:03:50,273 OK, 15 seconds. 131 00:03:50,270 --> 00:03:50,770 Look-- 132 00:03:50,770 --> 00:03:53,310 You think you're going to keep her alive by threatening me? 133 00:03:53,312 --> 00:03:53,892 Seriously? 134 00:03:53,890 --> 00:03:55,030 OK, I misspoke. 135 00:03:55,030 --> 00:03:57,400 Why don't you just tell me what you need the money for? 136 00:03:57,400 --> 00:03:59,260 Why don't you just give me the car? 137 00:03:59,260 --> 00:04:00,760 You've got 15 seconds left. 138 00:04:00,760 --> 00:04:01,810 Where are you going to go with the car? 139 00:04:01,810 --> 00:04:02,880 I'm not telling you that. 140 00:04:02,880 --> 00:04:03,360 That's silly. 141 00:04:03,363 --> 00:04:04,333 Where do you want to go? 142 00:04:04,330 --> 00:04:05,190 Why would I tell you that? 143 00:04:05,190 --> 00:04:07,180 You think if we give you a car you're going to make it out 144 00:04:07,180 --> 00:04:07,930 of here safe? 145 00:04:07,930 --> 00:04:08,860 Or she dies? 146 00:04:08,855 --> 00:04:10,485 Oh, you're going to take her with you 147 00:04:10,480 --> 00:04:11,290 everywhere you go for-- 148 00:04:11,290 --> 00:04:12,330 You want me to, I will. 149 00:04:12,332 --> 00:04:13,932 12 seconds. 150 00:04:13,930 --> 00:04:17,730 Look, you're not going to be able to get a car, OK? 151 00:04:17,727 --> 00:04:18,767 You said not right now. 152 00:04:18,769 --> 00:04:20,239 How much time do you need? 153 00:04:20,240 --> 00:04:22,600 We can get you something maybe-- 154 00:04:22,600 --> 00:04:23,600 Tell me how much time. 155 00:04:23,600 --> 00:04:24,430 --in an hour. 156 00:04:24,430 --> 00:04:25,960 OK, in an hour, she dies. 157 00:04:25,960 --> 00:04:26,620 Now you're changing things. 158 00:04:26,620 --> 00:04:27,710 I want you to tell me how many people are in there. 159 00:04:27,710 --> 00:04:29,150 You said you'd get me a car in an hour, 160 00:04:29,150 --> 00:04:30,670 and now you say you can't get me a car at all. 161 00:04:30,670 --> 00:04:31,610 Does that make you a liar? 162 00:04:31,610 --> 00:04:32,270 I need some-- 163 00:04:32,270 --> 00:04:34,830 You're telling me I can't rely on anything you say? 164 00:04:34,830 --> 00:04:35,420 Look, I-- 165 00:04:35,415 --> 00:04:36,045 Five seconds. 166 00:04:36,040 --> 00:04:37,430 I need some guarantees from you 167 00:04:37,428 --> 00:04:39,468 that you're not going to hurt anybody right now-- 168 00:04:39,470 --> 00:04:40,840 You never said nothing about guarantees before. 169 00:04:40,840 --> 00:04:42,170 --that you're not going to hurt anybody in the next 170 00:04:42,171 --> 00:04:42,231 seven-- 171 00:04:42,230 --> 00:04:43,190 OK, we'll stop there. 172 00:04:43,188 --> 00:04:44,648 That was a nightmare. 173 00:04:44,646 --> 00:04:46,386 That was awful. 174 00:04:46,390 --> 00:04:46,960 Why? 175 00:04:46,955 --> 00:04:49,195 Why? 176 00:04:49,190 --> 00:04:50,840 All right, so let's go back over, 177 00:04:50,840 --> 00:04:52,510 because you did some stuff really well. 178 00:04:52,510 --> 00:04:53,870 OK. 179 00:04:53,870 --> 00:04:58,640 And your ideas are good. 180 00:04:58,642 --> 00:05:00,852 But you don't really know how to implement the ideas. 181 00:05:00,850 --> 00:05:01,680 PAM: Execute-- yeah. 182 00:05:01,683 --> 00:05:03,483 And then you got yourself trapped. 183 00:05:03,480 --> 00:05:07,940 OK, to start off, you gave me your name. 184 00:05:07,940 --> 00:05:10,730 That was awesome. 185 00:05:10,730 --> 00:05:11,480 OK. 186 00:05:11,480 --> 00:05:15,470 That was really good because just your first name to start 187 00:05:15,470 --> 00:05:19,100 off with, it helps me to understand 188 00:05:19,100 --> 00:05:21,420 there's a human being on the other side. 189 00:05:21,422 --> 00:05:23,632 Now, what you wanted to do after that is you wanted-- 190 00:05:23,630 --> 00:05:25,010 PAM: I should have got your name. 191 00:05:25,005 --> 00:05:25,705 No, no, no. 192 00:05:25,700 --> 00:05:26,870 You should have let that go. 193 00:05:26,867 --> 00:05:29,667 My name's a precious commodity. 194 00:05:29,670 --> 00:05:34,590 If you try to get my name when I'm bargaining quid pro quo, 195 00:05:34,590 --> 00:05:35,760 do you want to own me? 196 00:05:35,760 --> 00:05:36,260 No. 197 00:05:36,260 --> 00:05:37,040 Yeah. 198 00:05:37,040 --> 00:05:38,270 So you want to get in-- 199 00:05:38,270 --> 00:05:40,040 you want to stay out of bargaining. 200 00:05:40,040 --> 00:05:42,170 You want to stay in negotiation. 201 00:05:42,170 --> 00:05:42,670 OK. 202 00:05:42,670 --> 00:05:44,050 A lot of people have a tendency 203 00:05:44,045 --> 00:05:45,795 to really get into a lot of trouble 204 00:05:45,798 --> 00:05:47,838 and have it just go horrible at about 90 seconds. 205 00:05:47,840 --> 00:05:49,040 You're well past that. 206 00:05:49,040 --> 00:05:51,700 You asked me a great question. 207 00:05:51,700 --> 00:05:53,000 What do you need the money for? 208 00:05:53,000 --> 00:05:53,780 What are you doing here? 209 00:05:53,780 --> 00:05:55,220 What do you need the money for? 210 00:05:55,220 --> 00:05:58,970 You really stopped the clock entirely with that. 211 00:05:58,970 --> 00:06:00,880 That was a great move. 212 00:06:00,880 --> 00:06:02,320 OK, good. 213 00:06:02,321 --> 00:06:04,701 That what question-- what's the motivation? 214 00:06:04,700 --> 00:06:05,990 What's going on behind this? 215 00:06:05,990 --> 00:06:08,540 That's really where you want to get into in negotiation. 216 00:06:08,540 --> 00:06:11,190 That's negotiating, that's not bargaining. 217 00:06:11,190 --> 00:06:14,090 You're trying to find out what's going on with the other side. 218 00:06:14,090 --> 00:06:16,300 So let's reverse the roles. 219 00:06:16,300 --> 00:06:16,850 Oh no. 220 00:06:16,850 --> 00:06:18,350 Do you want to be the bank robber? 221 00:06:18,350 --> 00:06:19,850 OK, sure. 222 00:06:19,848 --> 00:06:21,388 INSTRUCTOR: You ready to pay me back? 223 00:06:21,390 --> 00:06:21,890 Yeah. 224 00:06:21,890 --> 00:06:25,030 I don't think I'm going to be able to do it as good as you. 225 00:06:25,032 --> 00:06:26,242 INSTRUCTOR: But just be mean. 226 00:06:26,240 --> 00:06:28,120 OK, cool. 227 00:06:28,120 --> 00:06:31,700 So I'm going to call in, and we're going to talk. 228 00:06:31,700 --> 00:06:34,610 OK, OK. 229 00:06:34,610 --> 00:06:35,720 Ring, ring. 230 00:06:35,720 --> 00:06:38,290 You need to get all these cops out of here, OK? 231 00:06:38,288 --> 00:06:39,078 I can see them all. 232 00:06:39,080 --> 00:06:40,160 Get them out of here. 233 00:06:40,160 --> 00:06:41,760 I'm going to start shooting people. 234 00:06:41,763 --> 00:06:42,683 Is that what you want? 235 00:06:42,680 --> 00:06:44,570 It sounds like you want to stay safe. 236 00:06:44,570 --> 00:06:45,920 You want that on you? 237 00:06:45,915 --> 00:06:47,545 It sounds like you want to stay safe. 238 00:06:47,540 --> 00:06:49,070 Yeah, I want to stay safe. 239 00:06:49,070 --> 00:06:50,410 Get them out of here. 240 00:06:50,410 --> 00:06:53,240 All right, that's going to be hard for me to do. 241 00:06:53,240 --> 00:06:57,060 In the meantime, how can I make sure that you stay safe? 242 00:06:57,060 --> 00:06:57,710 Get me a car. 243 00:06:57,710 --> 00:06:59,870 Get me something to get me out of here, OK? 244 00:06:59,870 --> 00:07:02,930 I want a bus, and I'm going to take all these people with me. 245 00:07:02,930 --> 00:07:05,840 Sounds like you want to make sure you live. 246 00:07:05,840 --> 00:07:07,740 Yeah, I want to make sure I live. 247 00:07:07,740 --> 00:07:09,460 I don't care about these people. 248 00:07:09,458 --> 00:07:09,998 I don't care. 249 00:07:10,000 --> 00:07:11,650 I just want to get out of here. 250 00:07:11,645 --> 00:07:17,085 All right, sounds like you want to see a life beyond this. 251 00:07:17,085 --> 00:07:18,515 Yeah. 252 00:07:18,510 --> 00:07:19,830 Get me out of here. 253 00:07:19,830 --> 00:07:22,520 What's this all about? 254 00:07:22,520 --> 00:07:24,610 I'm trying to get out of here alive. 255 00:07:24,610 --> 00:07:27,530 I don't want to kill these people, but I'll do it. 256 00:07:27,530 --> 00:07:28,220 I'll do it. 257 00:07:28,215 --> 00:07:30,345 I know this isn't what you had in mind for today. 258 00:07:30,340 --> 00:07:31,650 How's this get started? 259 00:07:31,650 --> 00:07:33,590 How did you get here? 260 00:07:33,590 --> 00:07:36,020 Look, I made a mistake, OK? 261 00:07:36,020 --> 00:07:37,640 I made a mistake. 262 00:07:37,640 --> 00:07:40,070 You need to help me get out of here, OK? 263 00:07:40,070 --> 00:07:43,900 Sounds like you regret all this. 264 00:07:43,900 --> 00:07:45,740 Yeah. 265 00:07:45,740 --> 00:07:49,300 Yeah, I regret it. 266 00:07:49,295 --> 00:07:50,175 How'd you get here? 267 00:07:50,170 --> 00:07:51,010 How'd this start? 268 00:07:51,010 --> 00:07:53,110 Just get me-- 269 00:07:53,110 --> 00:07:54,340 get me a car. 270 00:07:54,340 --> 00:07:55,460 Get me out of here. 271 00:07:55,460 --> 00:07:57,610 I'm still seeing cops on the street. 272 00:07:57,610 --> 00:08:01,620 My job is to make sure nothing happens to you. 273 00:08:01,620 --> 00:08:03,710 Well, tell these cops to back off, then. 274 00:08:03,710 --> 00:08:05,850 All right, that's going to be hard, 275 00:08:05,850 --> 00:08:08,200 but I can absolutely guarantee you 276 00:08:08,200 --> 00:08:10,440 is nobody's going to make any threatening gestures 277 00:08:10,440 --> 00:08:11,370 towards you. 278 00:08:11,370 --> 00:08:14,180 Well, I'm feeling threatened right now with all these cops. 279 00:08:14,180 --> 00:08:16,430 All right, well, we're trying to keep everybody away 280 00:08:16,430 --> 00:08:20,130 from the bank, also, so this doesn't get out of hand. 281 00:08:20,130 --> 00:08:21,590 Well, get me out of here. 282 00:08:21,590 --> 00:08:24,010 I need a car to get out of here. 283 00:08:24,010 --> 00:08:27,160 They're out there to make sure that people 284 00:08:27,160 --> 00:08:29,810 don't come running in on you. 285 00:08:29,812 --> 00:08:30,522 Do you want that? 286 00:08:30,520 --> 00:08:33,600 No, I don't want that. 287 00:08:33,600 --> 00:08:35,930 I don't want to kill these people, but I'll do it too. 288 00:08:35,929 --> 00:08:37,639 You sound like you mean it. 289 00:08:37,640 --> 00:08:38,680 Yeah, I mean it. 290 00:08:38,679 --> 00:08:39,779 How'd we get here today? 291 00:08:39,780 --> 00:08:40,490 How'd this start? 292 00:08:40,490 --> 00:08:41,410 What's this all about? 293 00:08:43,960 --> 00:08:46,600 I got to get-- 294 00:08:46,600 --> 00:08:49,550 How'd you find yourself in this position? 295 00:08:49,550 --> 00:08:54,960 Look, things didn't go the way that I wanted them to go, OK? 296 00:08:54,960 --> 00:08:57,510 And now I need to get out of here, all right? 297 00:08:57,510 --> 00:08:59,140 I need your help. 298 00:08:59,140 --> 00:08:59,640 Things-- 299 00:08:59,640 --> 00:09:01,750 PAM: Are you going to help me? 300 00:09:01,750 --> 00:09:03,360 I'm here to absolutely do everything 301 00:09:03,360 --> 00:09:05,320 I possibly can to make sure you don't get hurt. 302 00:09:08,420 --> 00:09:10,840 Things didn't go well? 303 00:09:10,840 --> 00:09:14,260 This isn't the life you had in mind. 304 00:09:14,260 --> 00:09:15,220 Yeah, but here I am. 305 00:09:18,560 --> 00:09:21,890 How do I get you out of there safely? 306 00:09:21,890 --> 00:09:25,820 You get me a car and guarantee that no one's going 307 00:09:25,820 --> 00:09:27,250 to shoot at me on the way out. 308 00:09:27,250 --> 00:09:30,040 I gotta get out of here, OK? 309 00:09:30,042 --> 00:09:31,752 You want to make sure you survive this? 310 00:09:31,750 --> 00:09:33,520 Yeah. 311 00:09:33,520 --> 00:09:37,560 I want to make sure nothing bad happens to you in the bank. 312 00:09:37,560 --> 00:09:38,060 OK. 313 00:09:40,870 --> 00:09:42,860 Get me out of here. 314 00:09:42,860 --> 00:09:45,400 I'm working on getting you out of there. 315 00:09:45,400 --> 00:09:49,210 But I want to make sure it doesn't get any worse either. 316 00:09:49,210 --> 00:09:53,510 Well, I could send out somebody. 317 00:09:53,510 --> 00:09:57,240 That's a great idea because that's 318 00:09:57,240 --> 00:09:59,740 a first step towards making sure this doesn't get any worse. 319 00:09:59,740 --> 00:10:00,950 Who you going to send out? 320 00:10:00,945 --> 00:10:03,225 Well, I'll send out one of the tellers. 321 00:10:03,220 --> 00:10:04,940 OK. 322 00:10:04,940 --> 00:10:05,600 That's awesome. 323 00:10:05,600 --> 00:10:06,170 That's amazing. 324 00:10:06,170 --> 00:10:07,300 That's a really smart move. 325 00:10:07,295 --> 00:10:10,875 That's a way for you to basically stay in charge here. 326 00:10:10,870 --> 00:10:13,160 OK, I'll send out one of the tellers then. 327 00:10:13,160 --> 00:10:16,460 All right, send a teller out. 328 00:10:16,460 --> 00:10:17,940 And the next thing I know, you're 329 00:10:17,942 --> 00:10:19,402 offering to send a bank teller out. 330 00:10:19,400 --> 00:10:22,150 I know, I know. 331 00:10:22,150 --> 00:10:27,010 You just were asking me, like well, what could I do? 332 00:10:27,010 --> 00:10:28,450 What could we do? 333 00:10:28,450 --> 00:10:31,990 I wanted to be angry, and I wanted to be frantic, 334 00:10:31,990 --> 00:10:37,000 but you kept talking so slow that it kept slowing me down. 335 00:10:37,000 --> 00:10:37,930 INSTRUCTOR: Right. 336 00:10:37,930 --> 00:10:40,180 And I wanted to be threatening to you, 337 00:10:40,180 --> 00:10:44,860 but you just kept being, like, caring to me. 338 00:10:44,860 --> 00:10:47,260 What I wanted to do on my end of that 339 00:10:47,260 --> 00:10:50,470 when I was the negotiator was make you feel that I was there 340 00:10:50,470 --> 00:10:53,920 to collaborate with you any way I possibly 341 00:10:53,920 --> 00:10:57,880 could without really rejecting your ideas or making you feel 342 00:10:57,880 --> 00:10:58,720 rejected. 343 00:10:58,720 --> 00:11:00,520 Yeah, that's what it felt like. 344 00:11:00,520 --> 00:11:03,810 All right, I'm happy to hear it. 345 00:11:03,810 --> 00:11:04,480 Yeah. 346 00:11:04,478 --> 00:11:05,018 I don't know. 347 00:11:05,020 --> 00:11:09,280 So I didn't think-- yeah, I didn't feel foolish. 348 00:11:09,280 --> 00:11:12,020 I felt like you were there to help. 349 00:11:12,020 --> 00:11:13,570 Yeah.