The squaddie-turned-policeman is hired by businesses to instruct their employees on the art of engagement, particularly listening. What gets him through the door is his stint as a hostage and crisis negotiator, during which he helped secure the release of three UN workers held hostage in Afghanistan in 2004 and the rescue of Norman Kember in Iraq in 2006.
Lots of people, Mr Mullender says, are good at picking up information. They pick up lots of information that is worthless, whereas a ďreal listener will pick up valuable information and turn it to their advantageĒ.