Hostile emails, letters and conversations can drain inordinate amounts of time, emotional energy and expense in the workplace. For over a dozen years, the BIFF method of communicating has helped thousands of people calm conflicts and create clear communication in response to misinformation, blame, and unnecessary anger in writing or in-person.
This new book focuses exclusively on workplace conflicts - internal and external, with instructions in how to use the four-step method with numerous examples of what works and what does not work to demonstrate potential pitfalls. It also includes tips on how to coach co-workers and others on writing effective BIFF responses to customers, clients, employees and managers - instead of becoming consumed in unhealthy back-and-forth conversations. Using BIFF with toxic teammates, workplace bullies, and with threatening customers and clients can reduce risk of lawsuits and complaints and make everyone feel more confident in workplace relationship.
BIFF is simple, practical, and can help you get the communication outcomes you want by diffusing tension, containing conflict, and establishing professional boundaries. Brief, Informative, Friendly and Firm. Use BIFF to lower your blood pressure, turn down the conflict flame, and restore your confidence.
About the Authors:
Bill Eddy is a lawyer, therapist, mediator, and the co-founder and training director of the High Conflict Institute. He was The Senior Family Mediator at the National Conflict Resolution Center for 15 years, a Certified Family Law Specialist lawyer representing clients in family court for 15 years, and a Licensed Clinical Social Worker therapist with twelve years of experience. Currently he serves on the faculty of the Straus Institute for Dispute Resolution at the Pepperdine UniversitySchool of Law in California and is a Conjoint Associate Professor with the University of Newcastle Law School in Australia. He has been a speaker and trainer in over 30 U.S. states and 10 countries. He is the author or co-author of sixteen books and has a popular blog on the Psychology Today website with over 3.5 million views. Bill lives in San Diego, California with his wife.
Megan Hunter, MBA, is the CEO and co-founder of the High Conflict Institute and founder and publisher at Unhooked Media. She was the Family Law Specialist and Child Support Specialist at the Arizona Supreme Court, Administrative Offices of the Courts for 8 years and served on the Arizona Board of Psychologist Examiners for 5 years. She is a keynote speaker and has been a trainer and educator on the topic of high conflict personalities in law, at work, and at home. She developed and teaches the concept of the complicated operating system and is the author or co-author of three books. Megan lives in Scottsdale, Arizona with her husband.
Shiv Martin is a mediator, lawyer, government decision maker, and training facilitator. She has held senior positions in Queensland and Australian government justice agencies such as the Administrative Appeals Tribunal, Queensland Office of the Information Commissioner, and Queensland Department of Justice and Attorney General. In her public services roles, Shiv has trained hundreds of government decision-makers in negotiation and dispute resolution. Shiv has expertise in managing complaints and high conflict behaviors in a broad range of workplace contexts, including large Government Departments, Boards, Hospitals, Schools, and Law Enforcement Agencies. As a statutory decision-maker, she has published several decisions in the information rights and privacy jurisdiction. She is a recognized mediation expert in Queensland, and her work includes coaching and assessing aspiring mediators. Shiv lives in Brisbane, Australia, with her husband and two young daughters.