Sublime

It was always the first question a handler asked an asset, the practical realities of spying so much more mundane than the movie version. Assets didn’t usually get caught by grand, heroic gestures. It was the small things that undid them: unexplained absences from work, erratic behaviour at home, seemingly pointless travel or diversions.

The first step to labeling is detecting the other person’s emotional state. Outside that door in Harlem we couldn’t even see the fugitives, but most of the time you’ll have a wealth of information from the other person’s words, tone, and body language.

Tactical empathy is understanding the feelings and mindset of another in the moment and also hearing what is behind those feelings so you increase your influence in all the moments that follow.

The lesson of what happened at 3 p.m. on June 17, 1981, in Rochester, New York, was that when bits and pieces of a case don’t add up it’s usually because our frames of reference are off; they will never add up unless we break free of our expectations.

always start by defending your prospect during negotiations.

Gavin

The most powerful word in negotiations is “Fair.”

Notice we said “It sounds like . . .” and not “I’m hearing that . . .” That’s because the word “I” gets people’s guard up. When you say “I,” it says you’re more interested in yourself than the other person, and it makes you take personal responsibility for the words that follow—and the offense they might cause.