We’ve all had to persuade someone to do something. Most of the time we press actions on people and expect them to cooperate without doing any of the negotiation prep work. In a recent leadership workshop, Wharton brought in an FBI hostage negotiator to teach the best skills and steps to influence behavioral change. Although we may not negotiate international kidnappings anytime soon, these techniques actually come in handy on a day-to-day basis: moderating conflict amongst friends, handling a disgruntled employee, charming a customer service rep to give…