NEVER SPLIT THE DIFFERENCE CHEATSHEET
                     NEVER SPLIT 
THE 
DIFFERENCE 
CHEATSHEET
Introduction
Never Split the Difference calls on Chris Voss’ FBI 
career as their top hostage negotiator. 
Specifically, it equips readers with the 
negotiating skills needed to secure business 
deals.
Source: www.getstoryshots.com
Key to success
 Chris suggests that logic and reason are not 
generally effective in producing productive 
negotiations. Instead, tactical empathy is the key 
to success, especially in complicated 
negotiations. 
Source: www.getstoryshots.com
About Chris Voss 
Chris Voss is an American businessman, author, 
and academic. He started his career as a 
policeman in the rough streets of Kansas City. 
After this, he joined the FBI, where he became 
their leading kidnapping negotiator.
Source: www.getstoryshots.com
Negotiation
Chris Voss describes negotiation as a process of 
trying to convince others of your approach to a 
topic. So, negotiation is a type of communication 
that requires a specific outcome. 
Source: www.getstoryshots.com
Building an Efficient 
Negotiation Environment
When negotiating, it is essential to establish a 
rapport quickly. A rapport relies on effective 
empathy so that you can gain trust. That said, it 
also relies on having as much information about 
your counterpart and the situation as possible.
Source: www.getstoryshots.com
Mirroring
Mirroring is an approach that involves repeating 
what the other person is saying in a curious tone. 
Specifically, it involves using the three most 
critical words to frame a leading question. 
Source: www.getstoryshots.com
Instead of Feeling Their 
Pain, You Should Label It
You can better understand the other individual’s 
feelings by closely observing the other person’s 
face, gestures, and tone of voice. Research 
suggests that observing these emotional cues 
can help your brain align with theirs. This is 
called neural resonance.
Source: www.getstoryshots.com
Don’t Be Scared of Using 
“No” Tactically
Chris describes the word “no” as a powerful tool 
when negotiating. If used effectively, the word 
“no” can uncover unknown points of contention. 
This works both ways. You should avoid pushing 
for a yes.
Source: www.getstoryshots.com
“That’s Right” Can 
Transform the Conversation
This storyshot essentially builds on the idea of 
mirroring. Summarizing and repeating the other 
party’s concerns is the most effective way to get 
them to agree to a solution.
Source: www.getstoryshots.com
Create the Illusion of 
Control
Chris recommends using calibrated questions to 
create an illusion of control. For example, 
negotiators often suggest that the other party is 
in control by using questions that start with 
“what” or “how.” 
Source: www.getstoryshots.com