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).

Quotes:                                                                                                                                   

“Humanistic business management is about being a good person and using your business to do good while also making money.” – Jennifer Hancock

“If you're in business for yourself, obviously you want to make money, but if that's your only reason for being in business, you might make decisions that are unethical.” – Jennifer Hancock

“An adult, compassionate thought is recognizing the other person as fully human and worthy of your compassion.” – Jennifer Hancock

Takeaways:

01:40 Scientific understanding of behavioral psychology can help manage interpersonal dynamics and workplace challenges.

04:10 Personal ethics should be consistent across professional and personal environments.

14:21 When facing difficult interactions, remain calm and avoid rewarding bad behavior to encourage positive change.

22:02 Treat customers and team members with compassion, understanding their emotional state can help resolve conflicts more effectively.

37:34 Workplace culture can shift when a few individuals consistently model professional, ethical behavior.

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Filed in: Archive 2: 2017 • Interview • Mindset • Podcast