Pioneering change in the business of listening
Richard’s life Founding the Institute
Several years ago, our founder, Richard Mullender, was working as a London detective and hostage negotiator. Word of his interviewing skills spread and he was asked to become Lead Trainer at Scotland Yard’s National Hostage Negotiation and Crisis Unit.
Every day Richard taught experienced police officers to handle the toughest negotiations. But one day, as he watched his people negotiate, he realised they were falling short. Either they were lacking, or the training was. He decided it was the latter.
So Richard left theory to the backroom boys and introduced an intensely practical approach to teaching life or death listening. By drawing on his experience of negotiating with the Taliban, dealing with extortion threats overseas and diffusing domestic sieges, Richard radically overhauled protocol at Scotland Yard.
Instead of training rookie hostage negotiators to listen purely for facts and emotions, he delved deeper. He taught them to identify motivators, values and levers. Right down to specific key words that are the most powerful indicators of states of mind. By turning information into intelligence, Richard’s team of negotiators learnt to understand the people they were talking to in a very short space of time. A life-saving skill when negotiating with hostage takers or potential suicides.
Richard’s eminently practical approach impacted on the global scene too. Hugely influential bodies from the United Nations to the Federal Bureau of Investigation invited him to share insights with them.
When Richard established his own training company, sharing elite level listening skills with the business world, international success quickly followed.
During this time the seeds of The Listening Institute were sown as the corporate world saw the immediate value of
As the demand for his listening skills grew, Richard assembled his own crack hostage negotiator cell, made up of the most talented British government agents. The team set about creating a curriculum for a teaching organisation with one simple mission: To teach the business world to listen like hostage negotiators so they can strike better deals.Our courses Talk to us
Battle. Sieges. Extortion. In Richard’s world, you learned quickly, or you paid a heavy price. Richard took those lessons with him on the entrepreneurial trail that led to The Listening Institute. See for yourself.