Crisis Management: Communication in Crisis Negotiations

Hostage negotiations can be summarized in one word-communication. The hostage negotiator is a communicator, a talker, a conveyer of ideas, a persuader ( Taylor, 1983; Anderson & Narus, 1990; Alexander et al., 1991 ). Without communication, there are no negotiations. Whether by voice over a telephone or bullhorn, or from around a wall or face-to-face, the negotiator must be able to communicate. If the negotiator does not understand the basics of communications, crisis communications, and the ability to actively listen, he or she can have all the tools and equipment in the world and still not be effective. Communications resolve the incident ( Rogan & Hammer, 1995 ). As Voss (2004) so aptly stated, “Crisis negotiation is a highly specialized set of communication skills designed to reduce risks and increase options in a crisis situation.”