Tuesday, April 09, 2024 3PM ET/12PM PT

We all deal with people who are “difficult” sometimes. You know who these people are; they are ones where nothing is ever as easy or simple as it ought to be.  They are people with whom every conversation, task, or decision is fraught with tension and potential conflict.

The time and energy wasted in managing difficult people takes vital attention and resources away from the rest of the business. But what causes someone to be difficult?

Difficult people are often highly resistant to the people, situations, and obligations that surround them. Why do some people tend to resist, and what is behind their resistance? How can we create an effective work environment with a teammate who is chronically cranky, complaining, aggressive, snappy, or silently resisting?

Come laugh, listen, and learn as Chris DeVany helps us understand what causes these challenges, and how we can deal effectively with those who cause us great difficulty!


Learning Objectives

• Learn a systematic model for problem-solving, including how to deal with difficult people.
• Learn how to rally your team to work more effectively with difficult people.
• Use crystal-clear procedures and expectations to end “difficulties”.
• Understand why fostering competition within your team could be doing more harm than good.
• Learn how to smooth things over and end resistance when you enforce unpopular policies or expectations.
• Find out how to end the blizzard of emails and phone calls from (or about) difficult team members.
• Understand why people resist and how to deal effectively with those who resist us
• Gain insights into the 5 most common types of difficult people.


Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organization development. Pinnacle’s clients include government agencies from the United States, the Royal Government of Saudi Arabia, Canada, Cayman Islands, global organizations such as Visa International, Cadence Design Systems, Coca Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. His book 90 Days to a High-Performance Team, published by McGraw Hill, is helping thousands of executives, managers and team leaders improve performance.

Chris has assisted in mergers and acquisitions, developing project management, sales, customer service and marketing strategies, organizing inbound and outbound call center programs, training and development of management and new hires, and fostering corporate growth through creative change and innovation initiatives.


GoldStar Webinars are free to GoldStar Contractors, their candidates and employees, Test Centers, and their proctors and employees. To register using BPI Perks provide your Organization/Company name, GoldStar ID# or Test Center ID, and Candidate ID#. Then close out the registration page without making payment. A BPI representative will review your registration and contact you if additional details are needed.

The cost is $50 for all others. BPI Certified Professionals can earn 1.5 BPI CEUs from attendance.

Click here to register