XYZDiscover the power of behavioral conditioning techniques in dealing with difficult customers! Join renowned expert Jennifer Hancock as she shares insights from her experience training dolphins in a dolphin language cognition lab.

In this program, you explore effective strategies rooted in behavioral science that can transform your interactions. Learn to understand human conditioning, master your own responses, and navigate challenging situations with ease.

Gain control over your reactions, improve interpersonal dynamics, and become a confident problem-solver. Say goodbye to unnecessary drama and unlock the keys to customer satisfaction. Enroll now and unlock the secrets of effective customer management!


Unlock the power of effective communication and transform your interactions. This program delves into the art of remaining calm, practicing emotional neutrality, and cultivating compassion when faced with challenging personalities. Gain valuable insights and practical techniques to navigate difficult conversations with confidence and grace. Discover the secrets to maintaining respectful and polite communication, even in the face of negativity. Don't let crankiness derail your interactions anymore—join this course and unlock the skills needed to turn challenging encounters into positive outcomes. Enroll today and embark on a journey towards mastering communication and building meaningful connections.


By enrolling in this course, you open the door to a transformative learning experience that empowers you to navigate difficult situations with confidence, foster positive connections, and become a skilled communicator capable of turning challenging encounters into valuable opportunities for growth and understanding.

  1. Enhanced Communication Skills: By taking this course, you will develop advanced communication skills that enable you to effectively engage with cranky individuals. You will learn techniques to remain calm, neutralize negativity, and foster productive dialogue, leading to more positive and constructive interactions.
  2. Improved Conflict Resolution: Gain valuable insights into resolving conflicts with cranky individuals. Discover strategies to de-escalate tense situations, find common ground, and reach mutually beneficial solutions. This course equips you with the tools to navigate challenging conversations and turn conflicts into opportunities for growth and understanding.
  3. Increased Professionalism: Developing the ability to maintain composure and professionalism in the face of difficult personalities is a valuable asset in any professional setting. By taking this course, you will enhance your professional image, build credibility, and establish yourself as a reliable and composed communicator.
  4. Strengthened Relationships: Effective communication is the foundation of strong relationships. By mastering the art of dealing with cranky individuals, you will foster healthier and more positive connections with colleagues, clients, and customers. The skills you acquire in this course will enable you to build rapport, diffuse tensions, and nurture long-lasting relationships.
  5. Personal Growth and Empathy: This course goes beyond communication techniques by encouraging personal growth and cultivating empathy. You will develop a deeper understanding of human behavior and gain the ability to see things from the perspective of others, fostering empathy and compassion in your interactions. These qualities not only benefit your professional life but also enhance your personal relationships and overall well-being.


  • Why are people so cranky?
  • Don’t get drawn into other people’s drama
  • Understanding your response
    • The science of behavioral conditioning
  • Real Life Examples
  • Don’t fake it

Course Key Concepts: Customer Service, Communication Skills, Conflict Resolution, Dealing with Difficult People, Interpersonal Interactions, Emotional Intelligence, Customer Service, Professional Development, Empathy, Positive Relationships, Effective Dialogue, Humanistic Management.

Learning Objectives
  • Explore and respond to problems in a way that will actually help.
  • Discover and stand your ground while still being compassionate.
  • Recognize and avoid getting drawn into other people's drama.
  • Identify and learn the behavioral science of how to respond to difficult people.
Last updated/reviewed: March 24, 2024
8 Reviews (35 ratings)


Member's Profile
I have a frequently cranky supervisor - never know what you are going to get, hot/cold. Sometimes it is very difficult to understand why she is cranky on a particular day. This training helped me remember and appreciate that my supervisor's crankiness is not about me - so I need to stay neutral/calm and not let her negativity take over how I feel, even when she's at her worst. :)

Anonymous Author
Behavioral Science is an area that many people could improve on; there is a tendency to respond to people the way they speak to you - and often, especially when dealing with anger or negatively - that's the worst way to respond

Anonymous Author
I like how Jennifer explained the best behavior to deal with cranky customers. It made sense why it is the best behavior. I enjoy her classes. I could use them for my personal life. too.

Member's Profile
Excellent. One of those courses that I want to play for my staff …. and my husband … and my friends. Very thoughtful and well presented. The pace was right and the tone was good.

Anonymous Author
It is a good technique to not get emotionality charged. Would have liked more examples or one that was an auditory example.

Anonymous Author
Good examples and stories to drive home the points about being calm and the neutral response.

Member's Profile
Lots of good advice here. I'd like to take another course from this presenter.

Anonymous Author
Very enjoyable webinar. Succinct and to the point.

Course Complexity: Foundational
No advanced preparation or prerequisites are required for this course.
Education Provider Information
Company: Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact: For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Instructor for this course
Course Syllabus
  Introduction to How to Handle Cranky Customer Problems Using Behavioral Science2:34
  Learning Objectives1:50
  Why People are so Cranky12:38
  Understanding your Response17:54
  An Example5:07
  Handle Technically6:16
  Humanistically Helping Cranky Customers2:06
  Stop Arguing and Start Helping2:38
  How to Handle Cranky Customer Problems Using Behavioral Science51:03
  Slides: How to Handle Cranky Customer Problems Using Behavioral SciencePDF
  Handout: How to Handle Cranky Customer Problems Using Behavioral SciencePDF
  How to Handle Cranky Customer Problems Using Behavioral Science Glossary/IndexPDF