In this episode of Negotiate X in Rewind, we revisit powerful insights on crisis management and communication from Michael Baker and Kenneth Dekleva. Michael emphasizes that crises are deeply personal and must be understood from the other person’s perspective. He highlights the power of active listening to uncover root causes rather than addressing surface-level issues. 

Kenneth shares real-world experiences from hostage negotiations, illustrating why flexibility, patience, and human-centered solutions are vital in complex, high-stakes situations. Together, they reveal how prioritizing empathy over rigid protocols can build trust, protect victims from further harm, and ultimately lead to better outcomes in negotiations.