The negotiator must be perceived by the hostage-taker as a helpful mediator who passes on problems and demands to superiors and relays their responses back to the hostage-taker. To open communications, choose a non-threatening positive statement, such as, "I am here to help you." The negotiator should be careful to avoid "trigger" words that might intimidate or anger the inmate. Rather than immediately responding to the inmate's demands, the negotiator should respond with, "First, I want to get to know you." This stall tactic will allow staff to gather intelligence, enable the negotiator to show interest in the inmate, give the inmate an opportunity to talk about himself, and establish that the negotiations are going to involve give-and-take. The inmate should be regularly reassured that no one wants to harm him. The goal of the negotiator is never to argue and to make a deal. If the inmate is willing to concede, the negotiator should offer an option that will be acceptable to both parties. The goal is to solve the inmate's problem without harm coming to anyone. Negotiation is best done by phone, since this keeps the focus on the content of the conversation. It is important that the negotiator be truthful with the inmate and do nothing to undermine credibility with the inmate.