Important Strategies for Crisis Negotiations

The best negotiators know how to apply their skills in any situation—especially in a crisis.

Whether you’re navigating a global supply chain meltdown, a key customer threatening to walk, or a market shock that throws your forecasts off track, you’re not just negotiating a deal; it can feel like you’re negotiating survival.

Crisis negotiation isn’t just for hostage negotiators or law enforcement. In business, it means guiding your team through chaos when pressure is relentless and outcomes are uncertain. It’s about staying calm when everyone else is panicking and finding common ground when trust is scarce.

The challenge? You need to act quickly, but not recklessly. Be empathetic, but not naïve. Above all, secure outcomes that protect your business today without sacrificing the relationships you’ll need tomorrow.

Let’s dive into what it really takes to negotiate when everything is on the line.

WHAT IS CRISIS NEGOTIATION?

Crisis negotiation is the art and science of navigating high—stakes, high-pressure situations where emotions run hot and the margin for error is razor-thin. 

Traditionally, the term brings to mind police scenarios: tense standoffs, hostage negotiations, barricaded suspects, or individuals in acute distress. 

In these moments, police negotiators (or a larger negotiation team) are trained to de-escalate tension, build trust, and find a peaceful resolution (safe release of people)—often with lives on the line.

But crisis negotiation isn’t just for police or SWAT teams to diffuse potential violence. In the business world, a crisis might look like a global supply chain breakdown or a sudden loss of a key customer. The stakes are different, but the pressure and uncertainty are just as real.

What sets crisis negotiation apart from traditional negotiations?

• The clock is ticking. Time pressure is intense, and decisions can’t wait.
• Emotions are amplified—fear, frustration, and even desperation can cloud judgment.
• Information is incomplete, and the landscape can shift by the hour.
• There’s rarely a “perfect” solution, just the best possible outcome under the circumstances.

For negotiators, the unique challenge is staying grounded in the fundamentals—clear communication, empathy, and methodical problem-solving—while adapting in real time to whatever the crisis throws at you. 

In B2B settings, “crisis” doesn’t mean there's a hostage taker on the other end of the phone; it means your business is under threat, relationships are strained, and every conversation carries outsized risk and opportunity.

Crisis negotiation in business is about using the same core skills you rely on every day, just turned up to maximum intensity, and adapted to help your team find a path forward when the stakes are highest.

NEGOTIATION FUNDAMENTALS (IN ANY POLITICAL OR ECONOMIC CLIMATE)

Tough times put crisis negotiators under the microscope, but the fundamentals don’t change—they become even more essential. The best crisis negotiators lean on these core negotiation principles, adapting them to the moment instead of abandoning them for quick fixes.

POSITION YOUR PRODUCT ADVANTAGEOUSLY

In a crisis, customers and suppliers are laser-focused on what truly matters. Show how your product or service directly addresses their most urgent challenges. For example, during a supply chain disruption, a supplier who can guarantee on-time delivery, even at a premium, can shift the conversation from price to reliability and risk reduction.

SET HIGH TARGETS

Ambitious, realistic goals drive better results, even when the world feels upside down. High targets push both sides to look for creative solutions that might not surface if you’re only aiming for the bare minimum.

MANAGE INFORMATION SKILLFULLY

Share what strengthens your position, and hold back what doesn’t—always with integrity. In a crisis, information is power. Use your insights about shifting market conditions or competitor moves to shape perceptions and build trust.

KNOW YOUR POWER

Understand your leverage, whether it’s your unique capabilities, your relationship history, or the other party’s constraints. In a crisis, power can shift quickly; be ready to spot and use your strengths, but don’t ignore your vulnerabilities.

SATISFY CUSTOMER NEEDS OVER WANTS

Crises clarify what truly matters. Focus on solving the real problems your counterpart faces, not just ticking boxes. By zeroing in on urgent needs, you create value and build trust that lasts beyond the crisis.

CONCEDE ACCORDING TO PLAN

Every concession should be strategic—not a knee-jerk reaction to pressure. Trade-offs matter more than ever when resources are tight. Protect your priorities and never give away value without getting something in return.

BUILD (AND SUSTAIN) RELATIONSHIPS

As RED BEAR’s Mike Slomke puts it,

"Strong supplier relationships return the most value. A good supplier relationship is built not on what happens when things are going well but on what happens when things go wrong."

Investing in relationships before a crisis pays off when things go sideways. Trust and open communication become your safety net, making it easier to solve problems together when the pressure is on.

Real-World Example:
During the early days of the COVID-19 pandemic—an intense crisis situation for many businesses—a manufacturer faced sudden shortages from key suppliers. Instead of scrambling for new vendors, their procurement team leaned on long-standing relationships and clear, honest communication. 

By focusing on techniques like mutual needs and trading creative concessions, like flexible payment terms for priority shipments, they secured critical materials while strengthening supplier loyalty for the long haul.

Fundamentals aren’t optional in a crisis-they’re your playbook. Adapt them, don’t abandon them.

PRIME CRISIS NEGOTIATION STRATEGIES

In a crisis situation, the fundamentals matter more than ever. But how you use them is what sets you apart. 

In a hostage negotiation, the FBI points people to the behavioral change stairway model to guide change.

While some of these points overlap with a B2B perspective, it's not a 1:1 comparison. In our negotiation training, we teach sales and procurement teams the evergreen behaviors they need to be successful at any table—no matter how hot or cold.

Here’s how our core negotiation behaviors can be adapted for both sales and procurement teams when the pressure is on:

1. MAKE DEMANDS WITH CONFIDENCE

State your requirements clearly and assertively, but stay grounded in reality. In a crisis, hesitation breeds uncertainty. Be upfront about what you need and why, so the other side knows you’re serious, but always leave space for dialogue and flexibility.

2. ASK GOOD QUESTIONS

Don’t assume you know the full story. Use targeted, open-ended questions to uncover what’s really driving the other party’s decisions and concerns. In a crisis, needs and priorities shift fast, so asking the right questions keeps you ahead of the curve and opens up new paths to agreement.

3. TEST AND SUMMARIZE

Check your understanding at every step. Restate key points, confirm agreements, and clarify any grey areas. This prevents costly misunderstandings and keeps everyone aligned, especially when stress is high and details can get lost.

4. PROPOSE CONDITIONALLY

Instead of making firm offers, frame your ideas tentatively to spark creative thinking and open the door to alternatives. Use non-specific, exploratory language like, “What if we could find a way to __? Would that be valuable to you?” This approach helps break impasses by inviting dialogue around possibilities rather than locking into fixed terms. 

In a crisis, proposing conditionally lets you test ideas without commitment and encourages both sides to explore flexible solutions under pressure. Having a few creative proposals ready in advance makes this easier when time is tight.

5. LEVERAGE TRADES

Every negotiation is a give-and-get. Bargaining isn’t just about haggling over price—it’s about identifying what matters most to each side and exchanging value in ways that move both parties forward. 

In a crisis, purposeful bargaining over timelines, service levels, or other negotiables can unlock cooperation and solutions that wouldn’t be possible through rigid demands or one-sided concessions.

CRISIS NEGOTIATION BEHAVIOR TIPS

In a crisis, leadership shows up in how you build trust, lean into empathy, and adapt in real time. Your ability to listen, communicate clearly, and stay agile under pressure is what sets you apart as a leader, not just a negotiator.

BUILD TRUST

In a crisis, trust is your currency. The people across the table need to know you’re credible and reliable, especially when the landscape keeps shifting. That means being transparent about what you know (and what you don’t), following through on every commitment, and showing you understand the pressure they’re under. If you say you’ll deliver, deliver. If you can’t, be honest about it—nothing erodes trust faster than empty promises.

LEAN INTO EMPATHY

Crises hit everyone differently. Take time to understand what your supplier or customer is actually facing. Maybe their workforce is down, their costs are up, or their own clients are breathing down their necks. Acknowledging their reality isn’t just good manners—it’s smart business. 

PRACTICE ACTIVE LISTENING

In a crisis, assumptions are dangerous. Make it your mission to really hear what the other side is saying; don’t just wait for your turn to talk. Ask clarifying questions, restate their concerns, and check for understanding. Active listening not only prevents missteps but also signals that you value the relationship, not just the transaction.

ADAPT IN REAL-TIME

No plan survives first contact with a crisis. The best negotiators are ready to pivot as new information comes in. That means regularly reassessing your goals and priorities, staying open to creative solutions, and not getting stuck in yesterday’s strategy. 

For example, if a supplier suddenly can’t meet your original delivery schedule, be ready to explore alternatives—split shipments, substitute products, or adjusted timelines—so you both stay in the game.

In a crisis negotiation, your behaviors are your edge. Build trust, show empathy, listen actively, and stay agile. That’s how you keep negotiations moving forward, even when the world feels stuck.

MASTER CRISIS NEGOTIATION (AND BEYOND) WITH RED BEAR

While your sales and procurement teams won't be dealing with hostage negotiations, they will be exposed to high-stakes business situations.

Navigating crisis negotiations requires mastering fundamental negotiation principles combined with real-time adaptability. By planning ahead, building strong relationships, and applying strategic behaviors, your team can turn high-pressure situations into opportunities for lasting success.

At RED BEAR, we know that relying solely on traditional tactics falls short—whether in calm markets or turbulent times. Our approach balances competitive interests with collaboration and creativity, helping you grow profitably while strengthening the relationships that matter most, even when demands run high.

Invest in RED BEAR’s negotiation training courses to sharpen your negotiation team’s skills and confidently get through any challenge. 

Book your training today.