i dealt with barricaded bank robbers, kidnappinger in south america, david koresh. i spent weeks teaching fbi agents and police to do what this lady did, but al she does it intuitively. i mean, she identified with the aggressor, she offered help. she minimized anything he had done wrong. he helped put together a surrender ritual. she told him what to expect so 4th wouldn't be afraid. she said she loved him, she was proud of him, that he would be okay. al, she did everything that you could expect a trained experienced hostage negotiator, but this was a smart, savvy blessed lady who put this together. >> and michelle the key i hear is it was intuitive. listen to the end of the 911 call when ms. tuff gets the gunman to give himself up to police. the emotion that comes pouring out. listen to this. >> just hold on, michael. go ahead and lay down. don't put your phone -- okay. you just got your phone? okay. that's fine. tell them to come on. come on. he just goss the phone. all he does is the phone. >> do not move. >> it's just him. okay. it's just him. um-hmm. >> i've ne