Crisis (hostage) negotiators weigh in: the skills, behaviors, and qualities that characterize an expert crisis negotiator

Abstract

This research identified what skills, behaviors, and qualities experienced crisis (hostage) negotiators believe enhance or harm their success during negotiation. 188 negotiators from various countries (primarily United States) voluntarily completed an online survey in which they listed the aforementioned characteristics and reported on various aspects of their own background and behaviors. Open-response questions were coded and quantitative methods revealed what qualities were listed most frequently by negotiators. Active listening, displays of empathy, effective communication, and remaining calm and collected appear at the top of their to-do lists. Conversely, being confrontational, arguing, yelling, and interrupting were reported as behaviors to be avoided. Most negotiators attend trainings multiple times a year and read on the topic of crisis negotiation. About half follow a model during negotiations, typically the FBI’s Behavioral Change Stairway Model. Findings are discussed with relevance to future research directions and improvement of negotiator trainings.

Keywords:

• Crisis
• hostage
• negotiation
• active listening
• skills