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A woman cried out, and from the sound of it, she was in extreme agony. Sandra shut down her imagination and focused. Cool, calm, collected. “Who is that, Gavin? Tell me what’s going on so I can help you.”
“It’s nothing. It’s just that…”
Sandra let the silence ride out for several beats, then said, “I need to know that everyone is okay, including you.”
“I… I’m fine.”
The woman cried out again. Whatever was the cause, it sounded like the pain was excruciating. “Was someone shot, Gavin? If so, just let me know and we’ll work on this together to move forward. No one else needs to get hurt.”
“No one was shot. I just got mad. My girlfriend… she thinks I’m a loser. But she’s right. They would be better off without me.”
The girlfriend and the daughter…“Gavin, I can appreciate how you might feel that way. You haven’t had a good couple of weeks. I can see why opting for a way out might be appealing, but just hang in with me for a bit longer, please.” This aspect of negotiation ran contrary to what those uneducated in the craft might deem the right move. But in cases where an HT brought up suicide, talking about it wasn’t planting the thought in their heads. That was already there. Speaking about it demonstrated that the negotiator understood them, further ingratiating them with the HT.
“My life sucks!”
The woman continued crying out in the background. Another person yelled, “She needs a doctor!”
“Gavin, you have the opportunity to be the hero right now and turn things around. I have faith in you.” She tapped into herinner calm. She couldn’t let the chaos in the background affect this interchange.
“Pfft. I don’t. How could you? You don’t even know me!” he spat.
“I’m good at reading people, Gavin, and I can tell that you’re an amazing dad who would do anything for his daughter.” She would dredge up every redeemable quality, no matter how minuscule, to wield in her arsenal if it could resolve this situation without any more injuries or casualties.
“I love Cassie. She’s my everything, my world.”
“I don’t blame you. She’s a beautiful little girl with a bright future. And, Gavin, you can be a part of it.”
“No, I’m not coming out there. I’ll be shot.”
“You have my word. You will be safe.”
“No. I just can’t. Not yet.”
Sandra breathed easier with that concession. Gavin had clearly entertained the idea of surrendering. He was likely getting tired and worn down. “But Cassie needs her medication. I know you want to get that to her.”
“I do, but I…” He started crying. “I had no choice, and now…”
“Is everyone okay?” she asked again and then added a twist, “Would you let me speak with the hostages?” They still didn’t have all their names. He’d been interrupted when he’d tried to hand them all over. When he didn’t respond, she said, “I’m sure there’s something you’d like right now. Coffee, maybe? Do they have coffee in there?” The unrelated diversion would shake up his thoughts, throw him off.
A few beats, then, “Just crap stuff.”
“Great, let me get you coffee. How do you like it?”
More crying came through in the background.
“Two sugars and cream.”
“You got it. We’ll round one up, some good stuff, and get it to you. But I do need to speak to the hostages first.”
“What about my getting out of here and my hundred K?”
Just when she thought those demands were put aside… “Let me speak with the hostages, and once I know everyone is okay in there, I’ll speak with my boss again, follow up on the money. Will you do that, Gavin?” She hadn’t even disclosed a deal was possible yet, and she wouldn’t unless it became necessary.
“Okay,” he mumbled.
“I want to talk with that woman who is crying first. Who is she?”
He didn’t respond, and she heard shuffling on the other end. The crying became louder and dampened to a hiccupped sob. Then a woman’s voice cut across the line. “Get me out of here!”