Conflict and Stress
Few of us will ever be in situations as stressful as those a hostage negotiator endures, but we all experience stress. Hostage negotiators have learned and can teach us a lot about handling it.
A rise in adrenaline and cortisol, increased heartbeat and breathing rate, and dilation of blood vessels characterize optimal stress. It increases alertness, energy, cognitive abilities, excitement, and optimism. Creativity and problem solving are most efficient at relatively low levels of stress, while physical performance is highest at moderate levels. Both decline quickly at extremely low or high levels. Acute stress leads to behavioral and mental changes that vary with individuals. The former include aggression, anger, anxiety, shouting, and proneness to accident accompanied by fatigue, frustration, or moodiness. Acute stress often leads to difficulty concentrating or making decisions, forgetfulness, increased sensitivity to criticism, lapses in judgment, or impulsivity (Quick & Quick 1984, Hart 1991).It is useful for a negotiator to monitor both his and the perpetrator’s stress levels. A hostage negotiator has several tactics to reduce them that anyone else can use to advantage as well. Simply speaking quietly and slowly is calming and reassuring. Allowing opponents to vent their anger and describe their problems defuses tension. Empathic listening (Chapter 7) is particularly useful in reducing stress. Avoid argument, condescension, moralizing, and passing judgment as they only increase stress. Respect, sympathy, and understanding reduce it. Deep breathing, guided imagery, meditation and progressive relaxation help.12 Those who are frequently in stressful situations make such exercises part of their daily routine. Small meals and avoidance of caffeine, fat, fried foods and sugar are equally important.