In this episode, Troy Smith, a negotiation instructor and coach, shares insights from his career in law enforcement and hostage negotiations. He highlights the importance of listening and understanding the reasons behind people's behavior. Troy also discusses his program "Walk a Mile in My Shoes," which aims to bridge the gap between the community and police.

Troy and Zac delve into the Black Swan Method, covering techniques like the accusation audit, labeling, and understanding personality types in negotiations. They emphasize active listening, using mirrors and summaries, and the power of no-oriented questions. Troy underscores the need for a curious mindset and managing emotions in tough conversations.

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