Leadership Lessons from a Crisis Negotiator

In moments of crisis, the words we choose can mean the difference between resolution and escalation, and in some cases life and death.

For over 31 years, Nicky Perfect served in the Met Police, including a decade as a negotiator navigating some of the most challenging human situations imaginable.?

Now, she trains leaders to use these same skills to build trust, resolve conflict, and navigate change.

That’s why I was thrilled to sit down with Nicky and have a candid conversation on the latest episode of Words That Change Lives.

Here are three transformational lessons Nicky shared that leaders can apply:

1. Trust is Everything In one negotiation, Nicky used the phrase “I trust you” during a critical moment. That simple statement defused tension and shifted the conversation. In leadership, trust is built by showing empathy, listening, and being authentic.
2. Listening is a Superpower We often think communication is about what we say. Nicky reminded me that it’s about how well we listen. When we reflect someone’s emotions back to them, without judgment or interruption, it creates connection and fosters solutions.
3. Empower, Don’t Rescue As leaders, we want to solve problems, but Nicky highlights the importance of enabling others to take action. It’s about coaching rather than rescuing, which creates long-term growth for both individuals and teams.

If you’re navigating challenging conversations in your workplace or looking to strengthen your leadership skills, this episode is a must-listen.

?? Tune in here: https://podfollow.com/words-that-change-lives

How do you approach trust-building and listening in your leadership??

Let’s discuss in the comments or DM me if you’d like support in this area!