If you want to get what you want, you must become a better listener. And be careful — because you might not be as good a listener as you think. In this episode, expert negotiator Jonathan B. Smith (of the Black Swan Group and EOS) breaks down the tactics and approaches for active listening, and shows how it can be used to better connect with and convince people. The Black Swan Group was founded by best-selling author and former FBI hostage negotator Chris Voss; Smith is Voss's coach and business partner.