“Assumptions can blind you; hypotheses can guide you. Good negotiators expect surprises; great negotiators reveal the surprises. Negotiation should be seen as a process of discovery. If you think you’re too smart to discover anything new, then you will be a terrible negotiator. Until you know who or what you are dealing with, you are actually in the dark and should proceed with caution. Listening well does not come easily to most. By truly listening, you will disarm your opponent, giving them a sense of calm and a feeling of safety. Talking about wants gives us an illusion of control; needs are required to survive and make us feel vulnerable. The biggest mistake a negotiator can make is to rush things. By slowing down the process, you are able to calm down the situation. A soothing but confident voice helps in confrontational situations. Mirroring relies on the fact that we fear what’s different and are drawn to what’s similar.”