Agency Intelligence: The Insurance Podcast Network

Agency Freedom: Greatest Hits: Troy Smith On Upgrading Your Conversational Tactics

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In this "Greatest Hits" episode, originally aired on July 22nd, 2022, James talks with Troy Smith, Retired Detective and Hostage Negotiator with the San Antonio Police Department. Troy is now with the Black Swan Group. To learn more about Black Swan Group, Visit https://www.blackswanltd.com. Visit https://www.jamesjenkins.com/podcasts/agency-freedom/ to join our email list and catch up on episodes you may have missed.


Connect with Agency Freedom on Facebook at the Agency Freedom group: https://www.facebook.com/groups/agencyfreedom


Email us at [email protected] with ideas, requests, complaints or suggestions for how we can make the show better.


Episode Highlights:

  • Troy shares his background story and how he ended up joining the San Antonio Police Department as an officer and later as a hostage negotiator. (5:19)
  • Troy discusses what led him to the Black Swan Group where hostage negotiation skills are applied in a business environment. (6:28)
  • Troy shares the story of a powerful moment when he gave his badge to a young boy with terminal cancer who wanted to be in law enforcement one day. (9:06)
  • Troy explains his day-to-day setup as a Black Swan coach and facilitator. (19:40)
  • Troy shares that the foundation skills as part of the training are labeling, mirroring, and dynamic silence. (22:57)
  • Troy shares how to use dynamic silence as a way to stay in the conversation and continue to get the information that you need. (29:54)
  • Troy explains that if you are in any kind of negotiation, you have to learn to be patient and be willing to commit to it. (32:15)
  • Troy discusses why they limit their coaching sessions to 1 or 2 per day. (41:40) 
  • Troy shares how Chris spends his time on a day-to-day basis as he runs the business and makes important decisions. (45:16)
  • Troy advises the listeners not to get consumed with how everybody is doing down the road, and instead, just give their best at the moment. (47:41)


    • Key Quotes:

    • "If you don't use the silence to give them the time, you start over talking, you start talking over them. And before they can give you an answer, you've already moved on to the next thing." - Troy Smith
    • “If you're in a negotiation, you have to learn to be patient. This is something that you have to be willing to commit to.” -Troy Smith
    • "When you start saying it’s is all about you, it's not about them any longer. And most people are going to get turned off by that." - Troy Smith
      • ...more
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