WEBVTT 00:00.000 --> 00:00.958 align:middle line:90% [MUSIC PLAYING] 00:00.958 --> 00:02.874 align:middle line:90% [CLOCK TICKING] 00:02.874 --> 00:07.190 align:middle line:90% 00:07.190 --> 00:09.530 align:middle line:90% So here's the scenario. 00:09.530 --> 00:12.047 align:middle line:84% I'm going to be a bank robber, a bad guy, 00:12.047 --> 00:13.880 align:middle line:84% bank robber trapped in a bank with hostages. 00:13.880 --> 00:18.950 align:middle line:84% You're going to be the hostage negotiator that talks me out. 00:18.950 --> 00:21.185 align:middle line:90% Now, you have four restrictions. 00:21.185 --> 00:25.605 align:middle line:84% There are four things you can't do in the negotiation, 00:25.605 --> 00:27.230 align:middle line:84% and I'll walk all the way through this. 00:27.230 --> 00:27.850 align:middle line:90% I'll summarize it. 00:27.850 --> 00:29.180 align:middle line:84% I'll give you a chance to ask questions. 00:29.180 --> 00:30.730 align:middle line:84% We won't dive in until you're ready. 00:30.730 --> 00:31.355 align:middle line:90% OK. 00:31.355 --> 00:33.230 align:middle line:84% So there are four things that you can't do. 00:33.230 --> 00:36.210 align:middle line:90% You cannot give me weapons. 00:36.210 --> 00:39.570 align:middle line:84% You can't give me transportation. 00:39.570 --> 00:42.990 align:middle line:84% You can't give me drugs or alcohol. 00:42.990 --> 00:46.510 align:middle line:84% And there's no sort of hostage exchange allowed. 00:46.510 --> 00:49.680 align:middle line:84% You can't, say, offer a command if I let people come out. 00:49.680 --> 00:51.060 align:middle line:90% Nobody could come in. 00:51.060 --> 00:53.910 align:middle line:90% People could only come out. 00:53.910 --> 00:58.950 align:middle line:84% When we get started, we'll simulate being over the phone. 00:58.950 --> 01:00.390 align:middle line:90% You'll say, ring, ring. 01:00.390 --> 01:04.379 align:middle line:84% I'll answer, and that will start the negotiation. 01:04.379 --> 01:07.670 align:middle line:84% All right, so if you're ready, say, ring, ring. 01:07.670 --> 01:08.240 align:middle line:90% Ring, ring. 01:08.240 --> 01:11.090 align:middle line:84% I need a car in 60 seconds or she dies. 01:11.090 --> 01:14.090 align:middle line:90% OK, let's just-- 01:14.090 --> 01:16.190 align:middle line:84% I want to tell you what my name is. 01:16.190 --> 01:21.320 align:middle line:84% My name's Pam, and I'm here to help you get through this. 01:21.320 --> 01:22.460 align:middle line:90% What's your name? 01:22.460 --> 01:24.440 align:middle line:84% I have no intention of telling you that, Pam. 01:24.440 --> 01:26.090 align:middle line:90% You have 55 seconds. 01:26.090 --> 01:27.500 align:middle line:90% Why would I tell you that? 01:27.500 --> 01:33.328 align:middle line:84% OK, look, I'm going to try and get you what you need. 01:33.328 --> 01:34.620 align:middle line:90% You're going to get me a car? 01:34.620 --> 01:35.120 align:middle line:90% Excellent. 01:35.120 --> 01:36.770 align:middle line:90% You've got 50 seconds to comply. 01:36.770 --> 01:41.185 align:middle line:84% OK, I just want to slow down and-- 01:41.185 --> 01:42.560 align:middle line:84% You can slow down all you want. 01:42.560 --> 01:44.040 align:middle line:90% You've got 45 seconds. 01:44.040 --> 01:50.040 align:middle line:84% OK, maybe I can get you some food in there. 01:50.040 --> 01:50.540 align:middle line:90% No. 01:50.540 --> 01:51.248 align:middle line:90% PAM: Everyone's-- 01:51.248 --> 01:53.230 align:middle line:84% I'm going to be out of here in 35 seconds. 01:53.230 --> 01:54.720 align:middle line:90% What do I need food for? 01:54.720 --> 01:56.060 align:middle line:90% Right, right. 01:56.060 --> 01:59.340 align:middle line:84% So I want you to just take it easy. 01:59.340 --> 01:59.850 align:middle line:90% Just relax. 01:59.850 --> 02:00.725 align:middle line:90% I'm taking it fine. 02:00.725 --> 02:02.642 align:middle line:84% PAM: We're going to get through this together. 02:02.642 --> 02:03.320 align:middle line:90% 35 seconds. 02:03.320 --> 02:04.170 align:middle line:84% I want to help you get through this. 02:04.170 --> 02:06.128 align:middle line:84% INSTRUCTOR: I'm going to get out of here alone. 02:06.128 --> 02:09.520 align:middle line:84% OK, I'm not going to be able to get you that that quickly, 02:09.520 --> 02:10.160 align:middle line:90% OK? 02:10.160 --> 02:15.340 align:middle line:90% So you can get me a car. 02:15.340 --> 02:16.540 align:middle line:90% We can talk about that. 02:16.540 --> 02:18.990 align:middle line:84% No, you said you couldn't get it that quickly. 02:18.990 --> 02:20.365 align:middle line:84% Well, I think it's impossible-- 02:20.365 --> 02:20.680 align:middle line:90% INSTRUCTOR: --which means-- 02:20.680 --> 02:21.805 align:middle line:90% --to get it that quickly. 02:21.805 --> 02:23.350 align:middle line:90% --you want me to kill her now. 02:23.350 --> 02:25.365 align:middle line:84% No, I don't want you to do that. 02:25.365 --> 02:27.425 align:middle line:90% Yes or no on the car? 02:27.425 --> 02:29.050 align:middle line:84% Look, if you kill her, there's no way 02:29.050 --> 02:30.258 align:middle line:90% you're going to get anything. 02:30.258 --> 02:30.780 align:middle line:90% Yes or no. 02:30.780 --> 02:31.390 align:middle line:90% OK? 02:31.390 --> 02:32.890 align:middle line:84% There's nothing you're going to get. 02:32.890 --> 02:34.840 align:middle line:90% 30 seconds. 02:34.840 --> 02:36.940 align:middle line:90% There's nothing that-- 02:36.940 --> 02:39.108 align:middle line:84% listen to me, if you kill her, there's 02:39.108 --> 02:40.900 align:middle line:84% nothing that's going to help you right now. 02:40.900 --> 02:41.817 align:middle line:90% INSTRUCTOR: You said-- 02:41.817 --> 02:43.090 align:middle line:90% I want to help you, OK? 02:43.090 --> 02:43.900 align:middle line:90% I want to help you. 02:43.900 --> 02:45.040 align:middle line:90% Get the car. 02:45.040 --> 02:47.520 align:middle line:84% I want to help you get through this, all right? 02:47.520 --> 02:48.190 align:middle line:90% Look-- 02:48.190 --> 02:49.990 align:middle line:84% It's not me you're helping, it's her. 02:49.990 --> 02:52.720 align:middle line:84% I'm going to make sure no one comes in there, OK? 02:52.720 --> 02:53.300 align:middle line:84% That's what I want to make sure-- 02:53.300 --> 02:54.760 align:middle line:84% I already know nobody's coming in. 02:54.760 --> 02:56.710 align:middle line:84% I'm going to start throwing out bodies if they do. 02:56.710 --> 02:57.418 align:middle line:90% PAM: Well, I'll-- 02:57.418 --> 02:59.440 align:middle line:90% You got 27 seconds left. 02:59.440 --> 03:01.287 align:middle line:84% Look, I want to resolve this with you, OK? 03:01.287 --> 03:02.620 align:middle line:90% INSTRUCTOR: OK, give me the car. 03:02.620 --> 03:04.510 align:middle line:90% Look, I want to see-- 03:04.510 --> 03:05.350 align:middle line:90% Car, yes or no? 03:05.350 --> 03:05.890 align:middle line:90% What's going on today? 03:05.890 --> 03:06.420 align:middle line:90% Yes or no? 03:06.420 --> 03:07.837 align:middle line:84% What made you go in there today? 03:07.837 --> 03:08.600 align:middle line:90% I needed money. 03:08.600 --> 03:10.452 align:middle line:84% What do you think I went into the bank for? 03:10.452 --> 03:11.410 align:middle line:90% You needed money, OK. 03:11.410 --> 03:12.070 align:middle line:84% INSTRUCTOR: That's where money is. 03:12.070 --> 03:14.458 align:middle line:84% Well, money's better than killing people, right? 03:14.458 --> 03:15.250 align:middle line:90% That's up to you. 03:15.250 --> 03:18.670 align:middle line:84% Getting you money is better than letting you kill somebody. 03:18.670 --> 03:20.360 align:middle line:90% You got 25 seconds. 03:20.360 --> 03:22.312 align:middle line:90% Well, OK. 03:22.312 --> 03:23.020 align:middle line:90% Let's work on it. 03:23.020 --> 03:23.380 align:middle line:90% OK? 03:23.380 --> 03:24.040 align:middle line:90% Is that a yes? 03:24.040 --> 03:24.790 align:middle line:90% You're not going to get any-- 03:24.790 --> 03:25.450 align:middle line:90% Is that a yes? 03:25.450 --> 03:26.533 align:middle line:90% You said you'd work on it? 03:26.533 --> 03:27.370 align:middle line:90% Look, yeah-- 03:27.370 --> 03:28.030 align:middle line:90% Yes or no on the car? 03:28.030 --> 03:29.000 align:middle line:84% I'm going to work on it for you. 03:29.000 --> 03:29.590 align:middle line:90% What does that mean? 03:29.590 --> 03:29.950 align:middle line:90% I'm going to-- 03:29.950 --> 03:30.610 align:middle line:90% What does that mean? 03:30.610 --> 03:31.180 align:middle line:84% I'm going to try to get you one. 03:31.180 --> 03:31.960 align:middle line:90% INSTRUCTOR: You're going to try? 03:31.960 --> 03:32.890 align:middle line:84% I'm going to try to get you one. 03:32.890 --> 03:34.932 align:middle line:84% I'm going to try not to kill her in 20 seconds, 03:34.932 --> 03:36.760 align:middle line:84% but who knows how good try will get you? 03:36.760 --> 03:39.490 align:middle line:90% Look, I don't want you-- 03:39.490 --> 03:40.550 align:middle line:90% You want her. 03:40.550 --> 03:42.130 align:middle line:90% Don't worry about me. 03:42.130 --> 03:43.983 align:middle line:90% Yeah, I want her. 03:43.983 --> 03:44.650 align:middle line:90% No, you're not-- 03:44.650 --> 03:45.385 align:middle line:90% 17 seconds. 03:45.385 --> 03:47.260 align:middle line:84% I promise you, this isn't going to end well 03:47.260 --> 03:48.250 align:middle line:90% for you if you kill her. 03:48.250 --> 03:49.583 align:middle line:90% Oh, now you're threatening me. 03:49.583 --> 03:50.270 align:middle line:90% OK, 15 seconds. 03:50.270 --> 03:50.770 align:middle line:90% Look-- 03:50.770 --> 03:53.312 align:middle line:84% You think you're going to keep her alive by threatening me? 03:53.312 --> 03:53.890 align:middle line:90% Seriously? 03:53.890 --> 03:55.030 align:middle line:90% OK, I misspoke. 03:55.030 --> 03:57.400 align:middle line:84% Why don't you just tell me what you need the money for? 03:57.400 --> 03:59.260 align:middle line:84% Why don't you just give me the car? 03:59.260 --> 04:00.760 align:middle line:90% You've got 15 seconds left. 04:00.760 --> 04:01.810 align:middle line:84% Where are you going to go with the car? 04:01.810 --> 04:02.880 align:middle line:90% I'm not telling you that. 04:02.880 --> 04:03.363 align:middle line:90% That's silly. 04:03.363 --> 04:04.330 align:middle line:90% Where do you want to go? 04:04.330 --> 04:05.190 align:middle line:90% Why would I tell you that? 04:05.190 --> 04:07.180 align:middle line:84% You think if we give you a car you're going to make it out 04:07.180 --> 04:07.930 align:middle line:90% of here safe? 04:07.930 --> 04:08.855 align:middle line:90% Or she dies? 04:08.855 --> 04:10.480 align:middle line:84% Oh, you're going to take her with you 04:10.480 --> 04:11.290 align:middle line:90% everywhere you go for-- 04:11.290 --> 04:12.332 align:middle line:90% You want me to, I will. 04:12.332 --> 04:13.930 align:middle line:90% 12 seconds. 04:13.930 --> 04:17.727 align:middle line:84% Look, you're not going to be able to get a car, OK? 04:17.727 --> 04:18.769 align:middle line:90% You said not right now. 04:18.769 --> 04:20.240 align:middle line:90% How much time do you need? 04:20.240 --> 04:22.600 align:middle line:84% We can get you something maybe-- 04:22.600 --> 04:23.600 align:middle line:90% Tell me how much time. 04:23.600 --> 04:24.430 align:middle line:90% --in an hour. 04:24.430 --> 04:25.960 align:middle line:90% OK, in an hour, she dies. 04:25.960 --> 04:26.620 align:middle line:90% Now you're changing things. 04:26.620 --> 04:27.710 align:middle line:84% I want you to tell me how many people are in there. 04:27.710 --> 04:29.150 align:middle line:84% You said you'd get me a car in an hour, 04:29.150 --> 04:30.670 align:middle line:84% and now you say you can't get me a car at all. 04:30.670 --> 04:31.610 align:middle line:90% Does that make you a liar? 04:31.610 --> 04:32.270 align:middle line:90% I need some-- 04:32.270 --> 04:34.830 align:middle line:84% You're telling me I can't rely on anything you say? 04:34.830 --> 04:35.415 align:middle line:90% Look, I-- 04:35.415 --> 04:36.040 align:middle line:90% Five seconds. 04:36.040 --> 04:37.428 align:middle line:84% I need some guarantees from you 04:37.428 --> 04:39.470 align:middle line:84% that you're not going to hurt anybody right now-- 04:39.470 --> 04:40.840 align:middle line:84% You never said nothing about guarantees before. 04:40.840 --> 04:42.171 align:middle line:84% --that you're not going to hurt anybody in the next 04:42.171 --> 04:42.230 align:middle line:90% seven-- 04:42.230 --> 04:43.188 align:middle line:90% OK, we'll stop there. 04:43.188 --> 04:44.646 align:middle line:90% That was a nightmare. 04:44.646 --> 04:46.390 align:middle line:90% That was awful. 04:46.390 --> 04:46.955 align:middle line:90% Why? 04:46.955 --> 04:49.190 align:middle line:90% Why? 04:49.190 --> 04:50.840 align:middle line:84% All right, so let's go back over, 04:50.840 --> 04:52.510 align:middle line:84% because you did some stuff really well. 04:52.510 --> 04:53.870 align:middle line:90% OK. 04:53.870 --> 04:58.642 align:middle line:90% And your ideas are good. 04:58.642 --> 05:00.850 align:middle line:84% But you don't really know how to implement the ideas. 05:00.850 --> 05:01.683 align:middle line:90% PAM: Execute-- yeah. 05:01.683 --> 05:03.480 align:middle line:84% And then you got yourself trapped. 05:03.480 --> 05:07.940 align:middle line:84% OK, to start off, you gave me your name. 05:07.940 --> 05:10.730 align:middle line:90% That was awesome. 05:10.730 --> 05:11.480 align:middle line:90% OK. 05:11.480 --> 05:15.470 align:middle line:84% That was really good because just your first name to start 05:15.470 --> 05:19.100 align:middle line:84% off with, it helps me to understand 05:19.100 --> 05:21.422 align:middle line:84% there's a human being on the other side. 05:21.422 --> 05:23.630 align:middle line:84% Now, what you wanted to do after that is you wanted-- 05:23.630 --> 05:25.005 align:middle line:84% PAM: I should have got your name. 05:25.005 --> 05:25.700 align:middle line:90% No, no, no. 05:25.700 --> 05:26.867 align:middle line:90% You should have let that go. 05:26.867 --> 05:29.670 align:middle line:90% My name's a precious commodity. 05:29.670 --> 05:34.590 align:middle line:84% If you try to get my name when I'm bargaining quid pro quo, 05:34.590 --> 05:35.760 align:middle line:90% do you want to own me? 05:35.760 --> 05:36.260 align:middle line:90% No. 05:36.260 --> 05:37.040 align:middle line:90% Yeah. 05:37.040 --> 05:38.270 align:middle line:90% So you want to get in-- 05:38.270 --> 05:40.040 align:middle line:84% you want to stay out of bargaining. 05:40.040 --> 05:42.170 align:middle line:90% You want to stay in negotiation. 05:42.170 --> 05:42.670 align:middle line:90% OK. 05:42.670 --> 05:44.045 align:middle line:84% A lot of people have a tendency 05:44.045 --> 05:45.798 align:middle line:84% to really get into a lot of trouble 05:45.798 --> 05:47.840 align:middle line:84% and have it just go horrible at about 90 seconds. 05:47.840 --> 05:49.040 align:middle line:90% You're well past that. 05:49.040 --> 05:51.700 align:middle line:90% You asked me a great question. 05:51.700 --> 05:53.000 align:middle line:90% What do you need the money for? 05:53.000 --> 05:53.780 align:middle line:90% What are you doing here? 05:53.780 --> 05:55.220 align:middle line:90% What do you need the money for? 05:55.220 --> 05:58.970 align:middle line:84% You really stopped the clock entirely with that. 05:58.970 --> 06:00.880 align:middle line:90% That was a great move. 06:00.880 --> 06:02.321 align:middle line:90% OK, good. 06:02.321 --> 06:04.700 align:middle line:84% That what question-- what's the motivation? 06:04.700 --> 06:05.990 align:middle line:90% What's going on behind this? 06:05.990 --> 06:08.540 align:middle line:84% That's really where you want to get into in negotiation. 06:08.540 --> 06:11.190 align:middle line:84% That's negotiating, that's not bargaining. 06:11.190 --> 06:14.090 align:middle line:84% You're trying to find out what's going on with the other side. 06:14.090 --> 06:16.300 align:middle line:90% So let's reverse the roles. 06:16.300 --> 06:16.850 align:middle line:90% Oh no. 06:16.850 --> 06:18.350 align:middle line:84% Do you want to be the bank robber? 06:18.350 --> 06:19.848 align:middle line:90% OK, sure. 06:19.848 --> 06:21.390 align:middle line:84% INSTRUCTOR: You ready to pay me back? 06:21.390 --> 06:21.890 align:middle line:90% Yeah. 06:21.890 --> 06:25.032 align:middle line:84% I don't think I'm going to be able to do it as good as you. 06:25.032 --> 06:26.240 align:middle line:90% INSTRUCTOR: But just be mean. 06:26.240 --> 06:28.120 align:middle line:90% OK, cool. 06:28.120 --> 06:31.700 align:middle line:84% So I'm going to call in, and we're going to talk. 06:31.700 --> 06:34.610 align:middle line:90% OK, OK. 06:34.610 --> 06:35.720 align:middle line:90% Ring, ring. 06:35.720 --> 06:38.288 align:middle line:84% You need to get all these cops out of here, OK? 06:38.288 --> 06:39.080 align:middle line:90% I can see them all. 06:39.080 --> 06:40.160 align:middle line:90% Get them out of here. 06:40.160 --> 06:41.763 align:middle line:84% I'm going to start shooting people. 06:41.763 --> 06:42.680 align:middle line:90% Is that what you want? 06:42.680 --> 06:44.570 align:middle line:84% It sounds like you want to stay safe. 06:44.570 --> 06:45.915 align:middle line:90% You want that on you? 06:45.915 --> 06:47.540 align:middle line:84% It sounds like you want to stay safe. 06:47.540 --> 06:49.070 align:middle line:90% Yeah, I want to stay safe. 06:49.070 --> 06:50.410 align:middle line:90% Get them out of here. 06:50.410 --> 06:53.240 align:middle line:84% All right, that's going to be hard for me to do. 06:53.240 --> 06:57.060 align:middle line:84% In the meantime, how can I make sure that you stay safe? 06:57.060 --> 06:57.710 align:middle line:90% Get me a car. 06:57.710 --> 06:59.870 align:middle line:84% Get me something to get me out of here, OK? 06:59.870 --> 07:02.930 align:middle line:84% I want a bus, and I'm going to take all these people with me. 07:02.930 --> 07:05.840 align:middle line:84% Sounds like you want to make sure you live. 07:05.840 --> 07:07.740 align:middle line:84% Yeah, I want to make sure I live. 07:07.740 --> 07:09.458 align:middle line:90% I don't care about these people. 07:09.458 --> 07:10.000 align:middle line:90% I don't care. 07:10.000 --> 07:11.645 align:middle line:90% I just want to get out of here. 07:11.645 --> 07:17.085 align:middle line:84% All right, sounds like you want to see a life beyond this. 07:17.085 --> 07:18.510 align:middle line:90% Yeah. 07:18.510 --> 07:19.830 align:middle line:90% Get me out of here. 07:19.830 --> 07:22.520 align:middle line:90% What's this all about? 07:22.520 --> 07:24.610 align:middle line:84% I'm trying to get out of here alive. 07:24.610 --> 07:27.530 align:middle line:84% I don't want to kill these people, but I'll do it. 07:27.530 --> 07:28.215 align:middle line:90% I'll do it. 07:28.215 --> 07:30.340 align:middle line:84% I know this isn't what you had in mind for today. 07:30.340 --> 07:31.650 align:middle line:90% How's this get started? 07:31.650 --> 07:33.590 align:middle line:90% How did you get here? 07:33.590 --> 07:36.020 align:middle line:90% Look, I made a mistake, OK? 07:36.020 --> 07:37.640 align:middle line:90% I made a mistake. 07:37.640 --> 07:40.070 align:middle line:84% You need to help me get out of here, OK? 07:40.070 --> 07:43.900 align:middle line:84% Sounds like you regret all this. 07:43.900 --> 07:45.740 align:middle line:90% Yeah. 07:45.740 --> 07:49.295 align:middle line:90% Yeah, I regret it. 07:49.295 --> 07:50.170 align:middle line:90% How'd you get here? 07:50.170 --> 07:51.010 align:middle line:90% How'd this start? 07:51.010 --> 07:53.110 align:middle line:90% Just get me-- 07:53.110 --> 07:54.340 align:middle line:90% get me a car. 07:54.340 --> 07:55.460 align:middle line:90% Get me out of here. 07:55.460 --> 07:57.610 align:middle line:84% I'm still seeing cops on the street. 07:57.610 --> 08:01.620 align:middle line:84% My job is to make sure nothing happens to you. 08:01.620 --> 08:03.710 align:middle line:84% Well, tell these cops to back off, then. 08:03.710 --> 08:05.850 align:middle line:84% All right, that's going to be hard, 08:05.850 --> 08:08.200 align:middle line:84% but I can absolutely guarantee you 08:08.200 --> 08:10.440 align:middle line:84% is nobody's going to make any threatening gestures 08:10.440 --> 08:11.370 align:middle line:90% towards you. 08:11.370 --> 08:14.180 align:middle line:84% Well, I'm feeling threatened right now with all these cops. 08:14.180 --> 08:16.430 align:middle line:84% All right, well, we're trying to keep everybody away 08:16.430 --> 08:20.130 align:middle line:84% from the bank, also, so this doesn't get out of hand. 08:20.130 --> 08:21.590 align:middle line:90% Well, get me out of here. 08:21.590 --> 08:24.010 align:middle line:90% I need a car to get out of here. 08:24.010 --> 08:27.160 align:middle line:84% They're out there to make sure that people 08:27.160 --> 08:29.812 align:middle line:90% don't come running in on you. 08:29.812 --> 08:30.520 align:middle line:90% Do you want that? 08:30.520 --> 08:33.600 align:middle line:90% No, I don't want that. 08:33.600 --> 08:35.929 align:middle line:84% I don't want to kill these people, but I'll do it too. 08:35.929 --> 08:37.640 align:middle line:90% You sound like you mean it. 08:37.640 --> 08:38.679 align:middle line:90% Yeah, I mean it. 08:38.679 --> 08:39.780 align:middle line:90% How'd we get here today? 08:39.780 --> 08:40.490 align:middle line:90% How'd this start? 08:40.490 --> 08:41.407 align:middle line:90% What's this all about? 08:41.407 --> 08:43.960 align:middle line:90% 08:43.960 --> 08:46.600 align:middle line:90% I got to get-- 08:46.600 --> 08:49.550 align:middle line:84% How'd you find yourself in this position? 08:49.550 --> 08:54.960 align:middle line:84% Look, things didn't go the way that I wanted them to go, OK? 08:54.960 --> 08:57.510 align:middle line:84% And now I need to get out of here, all right? 08:57.510 --> 08:59.140 align:middle line:90% I need your help. 08:59.140 --> 08:59.640 align:middle line:90% Things-- 08:59.640 --> 09:01.750 align:middle line:90% PAM: Are you going to help me? 09:01.750 --> 09:03.360 align:middle line:84% I'm here to absolutely do everything 09:03.360 --> 09:05.318 align:middle line:84% I possibly can to make sure you don't get hurt. 09:05.318 --> 09:08.420 align:middle line:90% 09:08.420 --> 09:10.840 align:middle line:90% Things didn't go well? 09:10.840 --> 09:14.260 align:middle line:84% This isn't the life you had in mind. 09:14.260 --> 09:15.215 align:middle line:90% Yeah, but here I am. 09:15.215 --> 09:18.560 align:middle line:90% 09:18.560 --> 09:21.890 align:middle line:84% How do I get you out of there safely? 09:21.890 --> 09:25.820 align:middle line:84% You get me a car and guarantee that no one's going 09:25.820 --> 09:27.250 align:middle line:90% to shoot at me on the way out. 09:27.250 --> 09:30.042 align:middle line:90% I gotta get out of here, OK? 09:30.042 --> 09:31.750 align:middle line:84% You want to make sure you survive this? 09:31.750 --> 09:33.520 align:middle line:90% Yeah. 09:33.520 --> 09:37.560 align:middle line:84% I want to make sure nothing bad happens to you in the bank. 09:37.560 --> 09:38.060 align:middle line:90% OK. 09:38.060 --> 09:40.870 align:middle line:90% 09:40.870 --> 09:42.860 align:middle line:90% Get me out of here. 09:42.860 --> 09:45.400 align:middle line:84% I'm working on getting you out of there. 09:45.400 --> 09:49.210 align:middle line:84% But I want to make sure it doesn't get any worse either. 09:49.210 --> 09:53.510 align:middle line:84% Well, I could send out somebody. 09:53.510 --> 09:57.240 align:middle line:84% That's a great idea because that's 09:57.240 --> 09:59.740 align:middle line:84% a first step towards making sure this doesn't get any worse. 09:59.740 --> 10:00.945 align:middle line:90% Who you going to send out? 10:00.945 --> 10:03.220 align:middle line:84% Well, I'll send out one of the tellers. 10:03.220 --> 10:04.940 align:middle line:90% OK. 10:04.940 --> 10:05.600 align:middle line:90% That's awesome. 10:05.600 --> 10:06.170 align:middle line:90% That's amazing. 10:06.170 --> 10:07.295 align:middle line:90% That's a really smart move. 10:07.295 --> 10:10.870 align:middle line:84% That's a way for you to basically stay in charge here. 10:10.870 --> 10:13.160 align:middle line:84% OK, I'll send out one of the tellers then. 10:13.160 --> 10:16.460 align:middle line:90% All right, send a teller out. 10:16.460 --> 10:17.942 align:middle line:84% And the next thing I know, you're 10:17.942 --> 10:19.400 align:middle line:84% offering to send a bank teller out. 10:19.400 --> 10:22.150 align:middle line:90% I know, I know. 10:22.150 --> 10:27.010 align:middle line:84% You just were asking me, like well, what could I do? 10:27.010 --> 10:28.450 align:middle line:90% What could we do? 10:28.450 --> 10:31.990 align:middle line:84% I wanted to be angry, and I wanted to be frantic, 10:31.990 --> 10:37.000 align:middle line:84% but you kept talking so slow that it kept slowing me down. 10:37.000 --> 10:37.930 align:middle line:90% INSTRUCTOR: Right. 10:37.930 --> 10:40.180 align:middle line:84% And I wanted to be threatening to you, 10:40.180 --> 10:44.860 align:middle line:84% but you just kept being, like, caring to me. 10:44.860 --> 10:47.260 align:middle line:84% What I wanted to do on my end of that 10:47.260 --> 10:50.470 align:middle line:84% when I was the negotiator was make you feel that I was there 10:50.470 --> 10:53.920 align:middle line:84% to collaborate with you any way I possibly 10:53.920 --> 10:57.880 align:middle line:84% could without really rejecting your ideas or making you feel 10:57.880 --> 10:58.720 align:middle line:90% rejected. 10:58.720 --> 11:00.520 align:middle line:84% Yeah, that's what it felt like. 11:00.520 --> 11:03.810 align:middle line:84% All right, I'm happy to hear it. 11:03.810 --> 11:04.478 align:middle line:90% Yeah. 11:04.478 --> 11:05.020 align:middle line:90% I don't know. 11:05.020 --> 11:09.280 align:middle line:84% So I didn't think-- yeah, I didn't feel foolish. 11:09.280 --> 11:12.020 align:middle line:84% I felt like you were there to help. 11:12.020 --> 11:13.570 align:middle line:90% Yeah. 11:13.570 --> 11:15.179 align:middle line:90%