In contrast with prevailing perspectives of the past, Voss suggests that negotiation is best understood as a primarily emotional process rather than a dry, rational exchange. To him, negotiation is just human nature. This realization spurred him and his colleagues at the FBI to develop a distinct and practical format for negotiation, grounded in experience and psychology. Most of the techniques he discusses throughout Never Split the Difference are methods to uncover, modify, or simply take advantage of a counterpart’s emotional state. Mirroring, for instance, exploits a biological tendency to elaborate, while labeling emotions drains them of their urgency. Allowing counterparts to say “no” and getting them to say “that’s right” are both touted as methods to facilitate emotional security and understanding on a deeper level. The goal is not just to bring emotions out into the open, but also to move your counterpart in a direction that advances your interests in the negotiation. Sometimes this entails calming down a stressed or anxious counterpart. It can also involve coaxing a shy counterpart to speak up, a pushy counterpart to slow down and reconsider, or whatever else the situation requires.