The Aspirin of Crisis Negotiation: Judging the Use of Active Listening Skills (ALS) by Negotiators
Article Information
Citation
Poorboy, D. A., & Quinby, E. A. (2026). The aspirin of crisis negotiation: Judging the use of active listening skills (ALS) by negotiators. NIJ LEADS Special Issue, 53-70.
Keywords
Crisis negotiation, rapport building, behavioral influence, active listening, negotiation tactics, crisis intervention
Research Summary
Crisis negotiation is a demanding communicative event that saves lives, and active listening skills (ALS) are its most critical component. This study examines expert perceptions of how well crisis negotiators actually use ALS in practice.
One southern university hosts an annual crisis negotiation competition where teams resolve a hostage scenario while being judged and scored by subject matter experts. Using feedback from 63 judges evaluating 22 teams, Poorboy and Quinby conducted a summative content analysis to examine how frequently each ALS skill was used and what judges prioritized in their assessments. Findings showed that general ALS skills, anti-ALS behaviors, and conversational skills were the most frequently referenced categories. Among individual skills, emotional labeling and open-ended questions received the most attention.
The results suggest that crisis negotiators must prioritize active listening in role-play training (RPT) to become more conversational and proficient. Negotiators who fail to use ALS effectively risk failing to demonstrate empathy, build rapport, and influence subject behavior, potentially escalating critical incidents with life-threatening consequences. Like aspirin, ALS must be used to be effective.
Companion Video
Rapport as a Tactical Tool in Crisis Situations
Duwayne A. Poorboy discusses research findings on crisis negotiation and demonstrates effective rapport-building techniques.