# Chris Voss -- Full Negotiation Framework for Estate Agency

Source: "Never Split the Difference" by Chris Voss

Core argument: **Traditional negotiation advice is wrong.** Compromise and "meeting in the middle" is lazy. Great negotiators use psychology, empathy, and calibrated questions.

## The Complete Toolkit

### 1. Tactical Empathy
Not sympathy -- **tactical empathy** means understanding the other person's emotions, acknowledging them, and showing you see their perspective.

### 2. Mirroring
Repeat the last 1-3 words someone said to encourage them to elaborate.

### 3. Labelling
Name the other person's emotion to defuse it.
- "It seems like you're concerned about the timing."
- "It sounds like you feel pressured."

### 4. The Power of "That's Right"
Summarise their position until they say "That's right." Trust increases dramatically.
**"That's right" = real agreement. "You're right" = dismissal.**

### 5. Calibrated Questions
- "How am I supposed to do that?" (when asked to reduce fee)
- "What would make this work for you?"
- "How can we solve this together?"
- "What made you arrive at that figure?"

### 6. The Accusation Audit
**For fee negotiation:**
> "You may feel like the fee is too much. You might think you could find a cheaper agent. And you might wonder whether the extra marketing really makes a difference."

**For price reduction:**
> "You're probably going to feel like I'm the bearer of bad news. And the last thing I want is for you to think I didn't fight for you."

### 7. The Ackerman Model
Structured bargaining:
1. Set your target price
2. Start at 65% of target
3. Increase in decreasing increments: 85%, 95%, 100%
4. Final offer uses a precise, non-round number (e.g. £487,250 not £487,000)
5. On the final amount, throw in a non-monetary item

The precise number signals "I've calculated this to my absolute limit."

### 8. Three Negotiation Tones
1. **Late-Night FM DJ Voice** -- slow, calm, reassuring. Use to reduce tension.
2. **Positive Playful Voice** -- friendly and warm. Use to build rapport.
3. **Direct Voice** -- assertive but calm. Use sparingly.

## Practical Estate Agent Scripts

**Buyer offers £780k on a £850k property:**

Voss style:
> "It sounds like you're trying to make sure you don't overpay."
> [Pause]
> "What made you arrive at £780k?"

**Vendor resisting price reduction:**
> "It seems like you feel the property is worth more."
> "What would need to happen for you to feel comfortable adjusting the guide price?"

## Core Principles

- People care about: **Autonomy, Respect, Being Heard**
- Listening is more powerful than talking
- "No" creates safety -- encourage it
- Aim for "That's right", not "You're right"