Former FBI hostage negotiator Chris Voss has noted that roughly 70% of the FBI's negotiation methodology consists of listening techniques. The same message is echoed by experienced negotiators across virtually every field. Whether the discussion focuses on international peace negotiations, crisis negotiation in law enforcement, or everyday business negotiations, the conclusion remains remarkably consistent: the single most valuable negotiation skill is the ability to listen.

Of course, not all listening serves the same purpose. Empathic listening seeks to understand how the other person feels. Detail-oriented listening focuses on identifying specific facts or pieces of information. In SpeakSmart's programmes, however, participants learn and practise the form of listening that has the greatest impact in negotiation: structured listening.

Structured listening goes beyond hearing words. It involves actively analysing the other party's reasoning architecture. What is their central message? Which assumptions underpin their position? What evidence or justification do they rely on? What outcome are they genuinely trying to achieve?

Answering these questions enables you to respond with precision and choose the most effective negotiation technique for the situation, rather than being distracted by emotion, side issues or persuasive rhetoric. In practice, structured listening helps you become less reactive and considerably more strategic.

Understanding the concept is only the starting point. The real challenge is applying it when the conversation becomes demanding or emotionally charged. 

That is why our training places such a strong emphasis on practical exercises, allowing participants to develop this capability under realistic negotiation conditions.

Margo Loor
Trainer and Moderator 
SpeakSmart 

Margo is one of the most experienced trainers of thinking, speaking and debating skills in Estonia. Since 1998, he has moderated discussions at seminars and conferences, and trained adults on persuasion, discussion and decision-making skills that are based on argumentation. Since 2019, his experience has been expanded by conducting various e-learning trainings and teaching the knowledge to others (trainers) and by promoting e-learning in general in different organisations.

SpeakSmart is Estonia’s leading training and consulting company in argumentation and communication skills. Its mission is to help individuals and teams communicate effectively, think critically, express their views clearly, and make better decisions. Over its 18 years of operation, the company has trained more than 22,000 people.