Course selection tool

Teach your team

to communicate like
hostage
negotiators

© Advertising Week Europe 2016

Course delivered by Richard Mullender

Former Lead Trainer at the National Hostage
and Crisis Negotiation Unit, Scotland Yard
Course selection tool

Teach your team

to communicate like
hostage
negotiators

© Advertising Week Europe 2016

Course delivered by Richard Mullender

Former Lead Trainer at the National Hostage
and Crisis Negotiation Unit, Scotland Yard
 Listen. Understand. Influence.

This interactive course selection tool is designed to help you create a corporate-fit Mullenders
course for your organisation. Take a look. Have a think about the kind of course that would
best suit your people. Then email Richard richard@mullenders.org to schedule a call.

What’s so different about
your training, Richard?
We’re all taught to talk. None of us are taught to listen. And yet decades of
experience in crisis situations have taught me that all effective communication
starts with listening. Listening is a skill that’s seriously undervalued in the
business world. My training is based on doing, so your team will get 1% theory,
99% practical application.

As a delegate, what would You’ll be able to:

I be able to do after your • get people to open up
training that I can’t do now? • know precisely what to listen for
• understand how to interpret the intelligence you’ve gained.

And then I’ll be able Yes, you’ll be able to sell your ideas using your prospect’s most deeply
to influence them? held beliefs, rather than your own. It’s amazingly effective. To succeed,
all you have to do is listen as if lives depended on it.

What would you say is the Gaining a skill very few people have and using it ethically to influence
biggest benefit of and persuade.
your training?

What’s your training I’ll be asking you to join in lots of practical exercises and role-play.
style Richard? Expect to:
• be entertained
• be challenged
• learn valuable skills from the closely guarded world of hostage
negotiation.

‘
Based on my career as a hostage negotiator,
my elite level listening training will
16

’
20

uro give you and your team a rare power

pe

eekE
© Advertising
W to influence whoever you’re with.

www
richard@mullenders.org
 create your course

Create your 1 or 2 day corporate-fit course.

1 day 2 day
course course
click to click to
investigate investigate

Session 1 Session 1

A morning A morning
of listening of listening
skills skills

Session 2 Session 2
option A Option B

questioning or preparation questioning

& planning

Session 3

Session 3
preparation
option A option B option C & planning
dealing with
difficult or negotiation or persuasion
skills skills
people
Session 4 You can choose to
include sessions
dealing with 4, 5 and 6, or go
difficult into more depth
people by selecting only
one or two of
these sessions.
Session 5
BONUS Session
negotiation
Bonus session skills

Hostage Session 6
scenario
persuasion
skills
click to investigate

www
richard@mullenders.org
 create your course

To create the course that’s just right for your team, follow these three steps

1 Take a look at the sessions on offer and decide what you think your team needs.
2 Email Richard richard@mullenders.org to schedule a call so you can co-design your course
together on the phone. Alternatively you can arrange to meet.

3 Richard will then send you a full proposal for consideration.

1 day 2 day
course course
click to click to
investigate investigate
© Advertising Week Europe 2016

The not-so-small print

Some clients with a large group to train, choose to divide their group into two, and Richard delivers a two-day course
for the two groups over four days.

If you require in-depth training, please talk your needs over with Richard. He has designed and delivered courses
lasting up to five days.

Delivery: Richard will present the course

Delegate numbers: Flexible, but usually 10-12 delegates

Cost: Negotiable. (Of course.)

Travel and accommodation outside the London area to be paid for by the client.
All material remains the intellectual property of Richard Mullender.

www
richard@mullenders.org
 1 Day Course
© Advertising Week Europe 2016

Session 1
a morning of listening skills

‘ We’re all taught how to talk. None of us are taught how to listen.
You will
’
Bust the 5 big communication myths : Learn to listen like a hostage negotiator : Discover what to listen for
: Interpret the true significance of what’s being said : test your hypothesis without offending the other person

By lunchtime you’ll be able to

Identify someone’s values, beliefs and motivators 4
Uncover secrets they are unaware they’ve revealed 4
Know precisely how to pitch a course of action to them 4

Then on to the next session

Session 2
www
richard@mullenders.org
 1 Day Course

Session 2
For the second session of the day, choose from the following options:

option A option B

preparation
questioning & planning

Learn the specialised Get your team

techniques used working like a hostage
by Scotland Yard negotiator cell
detectives You will
You will Rehearse strategy, from killer
Explore the world of questioning opening lines to winning closes
from probing and leading, to :
alternative and tag Shine an outcome-focused beam
: on every meeting
Learn how to use questions :
sparingly to optimum effect Avoid the 5 dumbest things you
: can say
Harness the phenomenal power of
the indirect question Walk away with the ability to
Prepare and plan like a hostage
Walk away with powerful new negotiator for an important
investigative skills you can use to conversation
Prepare your brief 4
4 Exploit social conventions to
Populate your Discovery Map optimise your influence
4 4
Perfect your prospecting Capitalise on failure and success
4 4

Then on to the next session

Session 3
www
richard@mullenders.org
 1 Day Course

Session 3
For the final session of the day, choose from one of the following options:

option A option B option C

dealing with negotiation persuasion
difficult skills skills
people

How to bite the bullet So you can operate like So you can turn any
and get results a hostage negotiator situation to your
You will You will advantage
Find out how to confront Learn the stages and sequence You will
the issue, face to face of a successful negotiation learn the vital role of trust in all our
: : interactions – and how to build it
Learn to challenge behaviour Explore the roles allocated within :
without causing personal offence a hostage negotiation cell see how we are programmed
: : to conform and how that
Practise applying fair disciplinary Employ those roles within your can be harnessed
measures when necessary team to get better business results :
appreciate the power of giving
Walk away Walk away with the ability to your word
with the ability to Talk someone off a bridge
Discover the root cause of the or into a course of action Walk away with the ability to
problem and discuss it frankly 4 Be generally liked so that people
4 Apply the 10 rules of negotiation want to please you
Find and apply a solution to get the outcome you want 4
that’s acceptable to both sides 4 Build obligation and engender trust
4 Use language to optimum effect 4
Leave the problem individual to engage and involve Use language to optimum effect to
with their dignity intact 4 influence, persuade and win
4 4
That completes your 1 Day Course.
Richard’s white knuckle ‘Hostage Scenario’ session can be included for an additional cost.
Bonus session

Hostage
scenario
click to investigate
www
richard@mullenders.org
 2 Day Course
© Advertising Week Europe 2016

Session 1
a morning of listening skills

‘ We’re all taught how to talk. None of us are taught how to listen.
You will
’
Bust the 5 big communication myths : Learn to listen like a hostage negotiator : Discover what to listen for
: Interpret the true significance of what’s being said : test your hypothesis without offending the other person

By lunchtime you’ll be able to

Identify someone’s values, beliefs and motivators 4
Uncover secrets they are unaware they’ve revealed 4
Know precisely how to pitch a course of action to them 4

Then on to the next session

Session 2
www
richard@mullenders.org
 2 Day Course

Session 2 Session 3
preparation
questioning & planning

Learn the specialised Get your team

techniques used working like a hostage
by Scotland Yard negotiator cell
detectives You will
You will Rehearse strategy, from killer
Explore the world of questioning opening lines to winning closes
from probing and leading, to :
alternative and tag Shine an outcome-focused beam
: on every meeting
Learn how to use questions :
sparingly to optimum effect Avoid the 5 dumbest things you
: can say
Harness the phenomenal power of
the indirect question Walk away with the ability to
Prepare and plan like a hostage
Walk away with powerful new negotiator for an important
investigative skills you can use to conversation
Prepare your brief 4
4 Exploit social conventions to
Populate your Discovery Map optimise your influence
4 4
Perfect your prospecting Capitalise on failure and success
4 4

Then on to the next sessions

Sessions 4, 5 & 6
www
richard@mullenders.org
 2 Day Course

Choose all three sessions, or choose to go into one or two topics in greater depth.

Session 4 Session 5 Session 6

dealing with negotiation persuasion
difficult skills skills
people

How to bite the bullet So you can operate like So you can turn any
and get results a hostage negotiator situation to your
You will You will advantage
Find out how to confront Learn the stages and sequence You will
the issue, face to face of a successful negotiation learn the vital role of trust in all our
: : interactions – and how to build it
Learn to challenge behaviour Explore the roles allocated within :
without causing personal offence a hostage negotiation cell see how we are programmed
: : to conform and how that
Practise applying fair disciplinary Employ those roles within your can be harnessed
measures when necessary team to get better business results :
appreciate the power of giving
Walk away Walk away with the ability to your word
with the ability to Talk someone off a bridge
Discover the root cause of the or into a course of action Walk away with the ability to
problem and discuss it frankly 4 Be generally liked so that people
4 Apply the 10 rules of negotiation want to please you
Find and apply a solution to get the outcome you want 4
that’s acceptable to both sides 4 Build obligation and engender trust
4 Use language to optimum effect 4
Leave the problem individual to engage and involve Use language to optimum effect to
with their dignity intact 4 influence, persuade and win
4 4

That completes your 2 Day Course.

Richard’s white knuckle ‘Hostage Scenario’ session can be included for an additional cost.
Bonus session

Hostage
scenario
click to investigate
www
richard@mullenders.org
1 DAY COURSE 2 DAY COURSE
1 and 2 day course

Hostage negotiation scenario

You can add this session to any training course. It’s an additional expense because
Richard hires a professional to play the hostage or hostage taker.

‘ Probably the most memorable training experience your delegates will ever have.

You will
’
Either be taken hostage or have to negotiate in front of your colleagues
with the hostage taker, with Richard to guide you

Walk away
Able to say you have experienced hostage negotiation in the raw 4
Having put your new skills to the test in an a controlled ‘life or death’ crisis situation 4
Ready to dine out on an unforgettable, white-knuckle encounter 4

warning
Mullender’s teaches life or death listening.
This skill gives you access to an individual’s mindset
without their knowledge. You’ll learn to use your insight
into a person’s values and beliefs to influence their actions.
Since we operate on trust, we expect you to use what you
learn on a Mullender’s course responsibly.
© Advertising Week Europe 2016

www
richard@mullenders.org