Reading people and situations is an art we’ve perfected over 40+ years of combined professional experience.
With Adele’s investigative journalism and corporate fixing expertise — and Chip’s work as a special agent and hostage negotiator — we know people.
We can give you the tools and techniques used in the FBI for hostage negotiations and in high-stake business situations and apply it directly to your business.
By using our hard won knowledge, you will create a deeper bond and rapport than your competitors. Your messages will be full of empathy. And, you will create real revenue for your brand.
Forensic Listening means dialing into the other person’s concerns by listening closely. You can do this by repeating the last three words someone says, paraphrasing their concerns into your own words, summarizing what they’ve shared, and asking open-ended questions. Then, combine this deep listening with empathy – show that you seek to understand what they’re feeling without any judgment whatsoever.
Now, add this approach to a business context and you can assess what customers needs are and how to market and sell to them more effectively.
Go full FBI on your customer base. We map your customers’ “unstated narrative,” build out different customer personas, and develop messages to resonate with each one. Not only will you close deals faster and win more sales, you’ll get better at reading your competition, colleagues, and potential employees.
Acquire the sophisticated interview techniques you need to hire the ideal candidate, appoint the perfect board member, or make the best business decision.
“Your workshop was the most highly rated training session of the year. It was so well received – we broadcasted your sessions on UN Television for our delegates. We can’t wait to have you come back and speak again.”
Krystal Fruscella, United Nations, Department of Global Communications,
“Inc. Magazine says Chip Massey is a business consultant who, “knows how to talk anyone off a ledge.”
Burt Helm, Editor Inc. Magazine,
“Fantastic training! Hope you caught the comment in the chat saying it was our best one yet. We really appreciate that you were able to pivot the presentation to an online format, and your phenomenal level of professionalism.”
Eric Larson, Manager of Education, NAMA,
Chip and Adele — Thank you for all of your time and energy and thoughtfulness towards this program, especially in making the pivots towards a pandemic digital version! We are grateful for your insights and expertise, and I know our participants gained much from the experience.
Dr. Anne W. Stewart, PhD VICE PRESIDENT FOR EXTERNAL RELATIONS Princeton,
“I would like to thank you for all of the work that you put in over the course of this agreement. You and Chip were a tremendous help.”
Matt Ott, Global Cold Chain Alliance,
“Adele is one of the foremost crisis communication experts in her field. I turn to her often for her analysis and perspective for the Crisis of the Week column.”
Ben Dipietro, Wall Street Journal Editor
“We went from a crisis to an opportunity within weeks — thanks to strategic thinking and the process. When and How turned a crisis into an opportunity and our organization stayed on the right side of history. I highly recommend her and her team.”
Richard Yep, CEO
“When and How took an online crisis from a major issue and made it into a whisper.”
Victor L. Velazquez, COO, DC Bar Association
“Adele Cehrs was very successful in working with our CEO and division presidents to explain a complex topic to the public quickly and efficiently. She is not only fast — she’s smart. She uses real-time data as a basis for her recommendations. I’d hire When and How on any communications project I have and I recommend you do the same.”
Keith Little, Director, Lockheed Martin
Learn how we empower communicators just like you to generate results they've always wanted through the science of timing. Your time is now.