The provided text is an excerpt from Chris Voss's book, Never Split the Difference, which details his experience as an FBI hostage negotiator. Voss presents his negotiation techniques, emphasizing emotional intelligence and tactical empathy over purely rational approaches. The book uses real-life case studies, illustrating how to gain rapport, influence opponents, and achieve favorable outcomes. Key strategies include mirroring, labeling, calibrated questions, and understanding the power of "no." Voss also discusses the importance of recognizing "Black Swans"—unexpected information that can dramatically shift a negotiation's trajectory.