Michelle Kelley, a retired FBI Special Agent and Hostage Negotiator, leads the U.S. branch of The Listening Institute, sharing her expertise on the power of listening in crises and the corporate world. Her journey from a primary school teacher to one of the FBI’s most trusted negotiators is a testament to her remarkable ability to connect with others, interpret subtle cues, and remain composed in high-stakes scenarios.

Initially working as a second-grade teacher, Michelle quickly learned the importance of listening and empathy—skills she would later apply in her FBI career. After joining the FBI in 2001, she trained as a Special Agent at Quantico and soon found herself assigned to counterintelligence and counterterrorism roles, including the 9/11 investigation. In 2003, she joined the crisis negotiation team, guiding families and law enforcement agencies in negotiating the release of hostages held by terrorists and criminal gangs. Her ability to remain calm and build rapport in extreme situations earned her a reputation as a leading figure in crisis communication.

Michelle’s work at The Listening Institute focuses on teaching business leaders to harness advanced listening techniques to gain a strategic advantage. Her approach demonstrates how the skills used in life-or-death negotiations can be transferred to the corporate world, enhancing leaders’ abilities to influence others and achieve meaningful outcomes. Her keynotes and workshops offer a unique blend of storytelling and practical insights, showing audiences how to listen deeply, build trust, and communicate clearly.

In addition to her negotiation work, Michelle has contributed to cybersecurity education through the FBI’s InfraGard program, bridging the gap between the public and private sectors in addressing cybercrime. Today, Michelle’s legacy extends beyond law enforcement, as she trains professionals across sectors to listen like hostage negotiators, helping them handle complex interactions with a level-headed and strategic approach.