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Negotiation is ''nothing more than communication with results'', according to Chris Voss. ''Never Split the Difference'' is all about maximising the chances of these results being in your favour. Drawing upon years of experience as a crisis and kidnapping negotiator, Voss has developed a set of highly honed tools, field-tested in numerous high-stakes negotiation situations involving the FBI. In contrast to the widely accepted paradigm for negotiation taught in schools and universities, this toolkit throws aside complex game theory and dense mathematical considerations in favour of an approach that places emotional intelligence, empathy and subtle communication techniques at its core. The focus is on developing an understanding of the thought process of individuals during any given discussion. Effective communication not only helps derive these insights, but allows them to be used to move a negotiation in the direction you want it to go, while simultaneously resolving a discussion with minimal conflict.