Comments on What design researchers can learn from hostage negotiators

Aida Cortes Lopez — Fri, 12 Mar 2010 14:51:52 GMT

congratulations with great article.
I will start training at work as soon as I get back to the office on monday, but I will not use this on the personal arena, there I think the best is to be yourself!
It is irritating when people is using different communication techniques in the private area and you find out (lots of people taking these kind of courses today), then you really wonder if you are getting to know the person or being examined…

Very useful thanks!

Regards,
Aida

pranay bansal — Tue, 16 Feb 2010 10:12:23 GMT

Hi Brian,

It’s an amazing article and one of the greatest example of user research and its abilities to perform interviews.
Really the way it has been narrated makes really simple even for a layman to understand the importance of communication in real life.

Regards
Pranay Bansal
User Experience Designer
Pune,India

giselle mazurat — Fri, 08 Jan 2010 03:43:15 GMT

Demetrius,

My comment applies to you as well seeing that you are a co-author. Thank you very much for your excellent contribution! Amazing work!

Giselle Mazurat (formerly Conyette)
Technical Writer
Toronto, Ontario

giselle mazurat — Fri, 08 Jan 2010 03:41:12 GMT

Brian,

What an amazing article! This is the best article on communication I ever read. I learned a lot about communication just by reading your article.

Thank you for the excellent contribution!
Giselle Mazurat (formerly Conyette)
Technical Writer
Toronto, Ontario

adam dole — Tue, 17 Nov 2009 22:58:59 GMT

Great article! I appreciate that it addresses the importance of the human element, not just as it applies to a product or service, but rather how it applies to understanding what truly makes people tick. As we see more and more products and services becoming commodities, the focus has to be on the people. Great product and service experiences should feel like a satisfying conversation. Understanding the fundamental principles that give people the feeling of a satisfying conversation, both on the consumer side and arguably more importantly, with the front-line employees who are delivering a service, is emerging as a key focus area for all industries. Companies will need to take this stuff seriously and create a sense of urgency around these issues if they expect to not only compete, but survive. Nice work Bryan and Demetrius!

Bryan McClain — Fri, 13 Nov 2009 22:57:22 GMT

Thanks for the comment Tammy. You are correct, if you are paying attention and really want to improve your skills, there are techniques you can use to train yourself to be an excellent communicator. It’s amazing how proficient you can be once you start training regularly.

Tammy Rose — Fri, 13 Nov 2009 21:58:50 GMT

Interesting comparison. Not that we are taking hostages, but there are times when we enter into a very intellectually private zone. I like how you included a section on using your real life communication skills to train yourself. There’s always a chance to improve if you are paying attention.