The magic pill loving society that we are, articles promising  a few simple words that make all the difference in negotiation are always a hit.

People under stress often exhibit hostile behavior as a means of coping with crisis. Their world model is collapsing, and having more questions introduced in the moment of catastrophe is beyond what can be handled at the moment.

Of course, negotiating is harder than simply getting information.

No magic pill solution, but it sure helps to establish rapport before the crisis starts. Classic thermostat project management presumes the underlings will follow instructions. However, if there is no shared understanding of values and goals, even followed instructions can lead to opposite results.  Things always change, and creating all-encompassing instructions in advance means no work can ever start.

We see from lessons learned in the article that open channels of communication are vital, with established trust and respect on both sides. Very expensive. But it costs more if it’s not there.

http://www.bbc.com/future/story/20190919-the-simple-words-that-save-lives