Unlike the FBI’s Hostage Negotiation Team, cyber security professionals are rarely involved in high-stakes negotiations involving human life. But that doesn’t mean they can’t use some of the techniques developed by them to apply it to improve security culture, overcome resistance and guide organisational change.
Behind the apparent simplicity, this model is a tried and tested way to influence human behaviour over time. The crux of it is that you can’t skip any steps as consecutive efforts build on the previous ones. The common mistake many cyber security professionals make is they jump straight to Influence or Behavioral change with phishing simulations or security awareness campaigns but this can be counterproductive.
As explained in the original paper, it is recommended to invest time in active listening, empathy and establishing rapport first. In the security context, this might mean working with the business stakeholders to understand their objectives and concerns, rather than sowing fear of security breaches and regulatory fines.
All of this doesn’t mean you have to treat every interaction like a hostile negotiation or treat your business executives as violent felons. The aim is to build trust to be able to best support the business not manipulate your way into getting your increased budget signed off.I cover some techniques in The Psychology of Information Security – feel free to check it out if you would like to learn more.