[MUSIC PLAYING]
[CLOCK TICKING]
So here's the scenario.
I'm going to be a bank robber, a bad guy,
bank robber trapped in a bank with hostages.
You're going to be the hostage negotiator that talks me out.
Now, you have four restrictions.
There are four things you can't do in the negotiation,
and I'll walk all the way through this.
I'll summarize it.
I'll give you a chance to ask questions.
We won't dive in until you're ready.
OK.
So there are four things that you can't do.
You cannot give me weapons.
You can't give me transportation.
You can't give me drugs or alcohol.
And there's no sort of hostage exchange allowed.
You can't, say, offer a command if I let people come out.
Nobody could come in.
People could only come out.
When we get started, we'll simulate being over the phone.
You'll say, ring, ring.
I'll answer, and that will start the negotiation.
All right, so if you're ready, say, ring, ring.
Ring, ring.
I need a car in 60 seconds or she dies.
OK, let's just--
I want to tell you what my name is.
My name's Pam, and I'm here to help you get through this.
What's your name?
I have no intention of telling you that, Pam.
You have 55 seconds.
Why would I tell you that?
OK, look, I'm going to try and get you what you need.
You're going to get me a car?
Excellent.
You've got 50 seconds to comply.
OK, I just want to slow down and--
You can slow down all you want.
You've got 45 seconds.
OK, maybe I can get you some food in there.
No.
PAM: Everyone's--
I'm going to be out of here in 35 seconds.
What do I need food for?
Right, right.
So I want you to just take it easy.
Just relax.
I'm taking it fine.
PAM: We're going to get through this together.
35 seconds.
I want to help you get through this.
INSTRUCTOR: I'm going to get out of here alone.
OK, I'm not going to be able to get you that that quickly,
OK?
So you can get me a car.
We can talk about that.
No, you said you couldn't get it that quickly.
Well, I think it's impossible--
INSTRUCTOR: --which means--
--to get it that quickly.
--you want me to kill her now.
No, I don't want you to do that.
Yes or no on the car?
Look, if you kill her, there's no way
you're going to get anything.
Yes or no.
OK?
There's nothing you're going to get.
30 seconds.
There's nothing that--
listen to me, if you kill her, there's
nothing that's going to help you right now.
INSTRUCTOR: You said--
I want to help you, OK?
I want to help you.
Get the car.
I want to help you get through this, all right?
Look--
It's not me you're helping, it's her.
I'm going to make sure no one comes in there, OK?
That's what I want to make sure--
I already know nobody's coming in.
I'm going to start throwing out bodies if they do.
PAM: Well, I'll--
You got 27 seconds left.
Look, I want to resolve this with you, OK?
INSTRUCTOR: OK, give me the car.
Look, I want to see--
Car, yes or no?
What's going on today?
Yes or no?
What made you go in there today?
I needed money.
What do you think I went into the bank for?
You needed money, OK.
INSTRUCTOR: That's where money is.
Well, money's better than killing people, right?
That's up to you.
Getting you money is better than letting you kill somebody.
You got 25 seconds.
Well, OK.
Let's work on it.
OK?
Is that a yes?
You're not going to get any--
Is that a yes?
You said you'd work on it?
Look, yeah--
Yes or no on the car?
I'm going to work on it for you.
What does that mean?
I'm going to--
What does that mean?
I'm going to try to get you one.
INSTRUCTOR: You're going to try?
I'm going to try to get you one.
I'm going to try not to kill her in 20 seconds,
but who knows how good try will get you?
Look, I don't want you--
You want her.
Don't worry about me.
Yeah, I want her.
No, you're not--
17 seconds.
I promise you, this isn't going to end well
for you if you kill her.
Oh, now you're threatening me.
OK, 15 seconds.
Look--
You think you're going to keep her alive by threatening me?
Seriously?
OK, I misspoke.
Why don't you just tell me what you need the money for?
Why don't you just give me the car?
You've got 15 seconds left.
Where are you going to go with the car?
I'm not telling you that.
That's silly.
Where do you want to go?
Why would I tell you that?
You think if we give you a car you're going to make it out
of here safe?
Or she dies?
Oh, you're going to take her with you
everywhere you go for--
You want me to, I will.
12 seconds.
Look, you're not going to be able to get a car, OK?
You said not right now.
How much time do you need?
We can get you something maybe--
Tell me how much time.
--in an hour.
OK, in an hour, she dies.
Now you're changing things.
I want you to tell me how many people are in there.
You said you'd get me a car in an hour,
and now you say you can't get me a car at all.
Does that make you a liar?
I need some--
You're telling me I can't rely on anything you say?
Look, I--
Five seconds.
I need some guarantees from you
that you're not going to hurt anybody right now--
You never said nothing about guarantees before.
--that you're not going to hurt anybody in the next
seven--
OK, we'll stop there.
That was a nightmare.
That was awful.
Why?
All right, so let's go back over,
because you did some stuff really well.
OK.
And your ideas are good.
But you don't really know how to implement the ideas.
PAM: Execute-- yeah.
And then you got yourself trapped.
OK, to start off, you gave me your name.
That was awesome.
OK.
That was really good because just your first name to start
off with, it helps me to understand
there's a human being on the other side.
Now, what you wanted to do after that is you wanted--
PAM: I should have got your name.
No, no, no.
You should have let that go.
My name's a precious commodity.
If you try to get my name when I'm bargaining quid pro quo,
do you want to own me?
No.
Yeah.
So you want to get in--
you want to stay out of bargaining.
You want to stay in negotiation.
OK.
A lot of people have a tendency
to really get into a lot of trouble
and have it just go horrible at about 90 seconds.
You're well past that.
You asked me a great question.
What do you need the money for?
What are you doing here?
What do you need the money for?
You really stopped the clock entirely with that.
That was a great move.
OK, good.
That what question-- what's the motivation?
What's going on behind this?
That's really where you want to get into in negotiation.
That's negotiating, that's not bargaining.
You're trying to find out what's going on with the other side.
So let's reverse the roles.
Oh no.
Do you want to be the bank robber?
OK, sure.
INSTRUCTOR: You ready to pay me back?
Yeah.
I don't think I'm going to be able to do it as good as you.
INSTRUCTOR: But just be mean.
OK, cool.
So I'm going to call in, and we're going to talk.
OK, OK.
Ring, ring.
You need to get all these cops out of here, OK?
I can see them all.
Get them out of here.
I'm going to start shooting people.
Is that what you want?
It sounds like you want to stay safe.
You want that on you?
It sounds like you want to stay safe.
Yeah, I want to stay safe.
Get them out of here.
All right, that's going to be hard for me to do.
In the meantime, how can I make sure that you stay safe?
Get me a car.
Get me something to get me out of here, OK?
I want a bus, and I'm going to take all these people with me.
Sounds like you want to make sure you live.
Yeah, I want to make sure I live.
I don't care about these people.
I don't care.
I just want to get out of here.
All right, sounds like you want to see a life beyond this.
Yeah.
Get me out of here.
What's this all about?
I'm trying to get out of here alive.
I don't want to kill these people, but I'll do it.
I'll do it.
I know this isn't what you had in mind for today.
How's this get started?
How did you get here?
Look, I made a mistake, OK?
I made a mistake.
You need to help me get out of here, OK?
Sounds like you regret all this.
Yeah.
Yeah, I regret it.
How'd you get here?
How'd this start?
Just get me--
get me a car.
Get me out of here.
I'm still seeing cops on the street.
My job is to make sure nothing happens to you.
Well, tell these cops to back off, then.
All right, that's going to be hard,
but I can absolutely guarantee you
is nobody's going to make any threatening gestures
towards you.
Well, I'm feeling threatened right now with all these cops.
All right, well, we're trying to keep everybody away
from the bank, also, so this doesn't get out of hand.
Well, get me out of here.
I need a car to get out of here.
They're out there to make sure that people
don't come running in on you.
Do you want that?
No, I don't want that.
I don't want to kill these people, but I'll do it too.
You sound like you mean it.
Yeah, I mean it.
How'd we get here today?
How'd this start?
What's this all about?
I got to get--
How'd you find yourself in this position?
Look, things didn't go the way that I wanted them to go, OK?
And now I need to get out of here, all right?
I need your help.
Things--
PAM: Are you going to help me?
I'm here to absolutely do everything
I possibly can to make sure you don't get hurt.
Things didn't go well?
This isn't the life you had in mind.
Yeah, but here I am.
How do I get you out of there safely?
You get me a car and guarantee that no one's going
to shoot at me on the way out.
I gotta get out of here, OK?
You want to make sure you survive this?
Yeah.
I want to make sure nothing bad happens to you in the bank.
OK.
Get me out of here.
I'm working on getting you out of there.
But I want to make sure it doesn't get any worse either.
Well, I could send out somebody.
That's a great idea because that's
a first step towards making sure this doesn't get any worse.
Who you going to send out?
Well, I'll send out one of the tellers.
OK.
That's awesome.
That's amazing.
That's a really smart move.
That's a way for you to basically stay in charge here.
OK, I'll send out one of the tellers then.
All right, send a teller out.
And the next thing I know, you're
offering to send a bank teller out.
I know, I know.
You just were asking me, like well, what could I do?
What could we do?
I wanted to be angry, and I wanted to be frantic,
but you kept talking so slow that it kept slowing me down.
INSTRUCTOR: Right.
And I wanted to be threatening to you,
but you just kept being, like, caring to me.
What I wanted to do on my end of that
when I was the negotiator was make you feel that I was there
to collaborate with you any way I possibly
could without really rejecting your ideas or making you feel
rejected.
Yeah, that's what it felt like.
All right, I'm happy to hear it.
Yeah.
I don't know.
So I didn't think-- yeah, I didn't feel foolish.
I felt like you were there to help.
Yeah.