Here are a few sample pages from the Crisis Negotiators Field Guide

NEGOTIATOR OBJECTIVES
(Temporary behavior modification)

Establish contact and rapport.
Reduce anxiety and stabilize situation.
Develop meaningful dialogue.
Problem-solving climate - alternatives
Climate of compromise - establish credibility
Personality assessment
Intelligence gathering
Buy time - be patient

BEHAVIORAL CHANGE STAIRWAY

GUIDELINES FOR NEGOTIATIONS

Stabilize and contain the situation.
Take your time (rehearse what you will say).
Establish contact as soon as possible considering safety and control (verbal containment)
Ask if the subject is all right. Ask if anyone is injured or ill.
Verbalize your commitment to a peaceful resolution.
Provide a reality check.
Allow the subject to speak. Use active listening skills.
Don't offer subject anything.
Avoid frequent attention to victims (hostages).
Be honest. Avoid tricks (establish your credibility).
Never dismiss any request as trivial.
Avoid saying, "No." (Doesn't mean you are saying, "Yes".)
Soften the demands.
Never set a deadline. Try not to accept a deadline.
Do not make suggestions.
Use extreme caution using TPIs.
Do not allow any exchange of hostages.
Avoid negotiating "face-to-face".

DEMANDS

Be open-minded and flexible.
Let the subject make the first offer.
Avoid saying "no" outright.
"Let me see what I can do."
"Let me check on that (or work on that) for you."
"I promise I'll do my best for you."
"That may not be the best (or good) idea."
Repeat subject's demands, but soften or reframe them.
Attempt to get something in return (even a promise or a change in behavior).
Don't raise subject's aspirations/expectations.
Don't ask for demands.
Don't bring up old demands (subject may have forgotten), unless to your advantage.
Be prepared to suggest alternatives.
Make subject work for everything.
Don't dismiss any demand as trivial.
Log all demands. Inform command.