Chris Voss didn’t write this for trainers. But it works.
Chris Voss spent years negotiating with people in crisis for the FBI. One of his core tactics is called the Accusation Audit, and the first time I tried it in a training room, I understood immediately why it works.
The idea is simple: before someone can say the thing they’re thinking, you say it for them.
What Resistance Actually Is
When a trainer walks into a room, there is often an invisible resistance already in place. If you pause for just a second, you might be able to sense it. People have been pulled from their day. They have sat through trainings that wasted their time. They are skeptical before you open your mouth. And, you are probably costing them money.
Most trainers ignore this. They risk losing the room when they just start presenting and hope enthusiasm is contagious. It isn’t.
The Accusation Audit names the resistance before it can become a wall.
How I Use It
It sounds something like this: “You’ve probably been in a training on this topic before where it felt like a lot of theory with no real application. Trainings that take you away with promises of riches as far as the eye can see.”
Or: “Some of you may be thinking this is going to be two hours of me talking at you. Fair concern, and one that many others like you have felt.”
When you name the skepticism before the skeptic does, the defensive posture drops. People feel heard. And you’ve built credibility before you’ve gotten to your first slide.
The Principle Behind It
In his book, Influence, Dr. Robert Cialdini would call this Liking: People respond to those who understand them. Voss calls it tactical empathy. Either way, the result is the same: the room opens up.
You’re not agreeing with the resistance. You’re acknowledging it exists. That’s enough.
Try This Next Week
Before your next training, write down every skeptical thought your audience might walk in with. Then address the top two in your opening.
Watch what happens to the energy in the room. The tension doesn’t disappear, but it turns into curiosity. And curiosity is exactly where you want them.
Never Split the Difference is one of four books I come back to every single year, and it’s not the only one worth your time. If you want to see how I apply these ideas in leadership, my book gets into that directly.
Grab the free Lead Like Jim Checklist at the link below. Four leadership habits you can start this week.
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