Cal finds out how a man who worked on the FBI Crisis Negotiation Unit for 24 years incorporates what he learned on the job into day-to-day life. Cal’s biggest take-away is that people who are good at asking questions have the essential elements to negotiate well.

Many of the characteristics inherent in successful interviewing apply – especially mastery of tone of voice and observation of body language. Negotiation, Cal learns, is a perishable skill and must be honed every day.

Voss, now the CEO of the negotiation training company Black Swan, shows Cal how a misplaced piece of luggage at the airport can be a great opportunity to practice. And how careful listening can get you where you want to go in life.