288: Humanistic Business Management: Find Perspective, Compassion, and Reason in Your Customers and Team Members with Jennifer Hancock

Jennifer Hancock from HumanistLearning.com wants to teach you humanistic business management, which means you integrate ethics and critical thinking when dealing with team members, contractors, or even cranky customers. Stop rewarding bad behavior, and instead, examine how you respond (and what you reinforce), use confident body language, and finally, be calm, measured, and direct.

Jennifer says that angry customers respond in one of three stats: a child state (where you respond that you want to help but need to wait until they calm down), an adult state (where they are calm and professional), or a depressed state (where they "ghost" you).