A key skill he mastered during his 24 years as one of the FBI's lead international negotiators was emotional intelligence. To resolve the conflict, he did three things that he says people with high emotional intelligence do when communicating with others, especially during sensitive conversations:1. This keeps you present and emotionally sober while allowing the bank robber to continue talking. Label the other person's emotionsVoss then told the second bank robber, "It wasn't your fault, was it?" High emotional intelligence requires strategic listening

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Persons: Chris Voss, Voss Organizations: Chase Manhattan Bank Locations: Voss, Brooklyn , New York