Bridge Over Troubled Waters: Critical Client-Conversation Skills

“The problem is not the animals, it’s the people!” 

That is the behavior consultant’s lament! Although we value treating people with the same respect we teach them to have for their animals, we often lack the full skill set to meet this high standard.

Come to this Session ready to pack your interpersonal toolbox with critical new skills. You will learn to stay in dialogue and achieve desired outcomes even in the face of disagreement, high stakes, and strong emotions.

Susan G. Friedman, PhD

Susan G. Friedman, PhD, is a professor emeritus in the Department of Psychology at Utah State University. She has helped pioneer the cross-species application of behavior analysis to animals, using the same humane philosophy and scientifically sound teaching technology that have been so effective with human learners.


Susan has co-authored chapters on behavior change in four veterinary texts, and her popular articles have been translated into 13 languages. She offers seminars on animal learning at conferences and zoos around the world, is a member of Karen Pryor Clicker Training’s ClickerExpo faculty, and teaches yearly hands-on animal training workshops with Steve Martin at Natural Encounters, Inc.

The Chairman of the Scientific Advisory Committee of the American Humane Association (AHA) Film and TV Unit, Susan is a member in good standing of ABAI, AZA, ABMA, IAABC and IAATE.

This year Susan was included on the Vet Tech College’s list of 15 Animal Professors to Know. Her acclaimed online course, Living and Learning with Animals for Behavior Professionals, has provided even wider dissemination of effective, humane, behavior-change practices to students in more than 30 countries.