BIFF at Work: Your Guide to Difficult Workplace Communication

BIFF at Work: Your Guide to Difficult Workplace Communication

by Bill Eddy, Megan Hunter

Paperback

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Overview

BIFF® is a Game Changer for Communicating with High Conflict People


Have you received an email that made your heart beat faster? We all know we're not supposed to respond right away, but how you respond will either increase or decrease the hostility and conflict. Hostile and undermining emails, letters, texts 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.


BIFF (Brief, Informative, Friendly, Firm) is a simple, practical way to respond to nasty emails. It can help you get the communication outcomes you want by diffusing tension, containing conflict, and establishing professional boundaries.


This second book in the BIFF Conflict Communication Series focuses exclusively on workplace conflicts—internal and external, with instructions in how to use the four-step BIFF 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 wars. 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 relationships.


Use BIFF to lower your blood pressure, turn down the conflict flame, and restore your confidence.

Product Details

ISBN-13: 9781950057122
Publisher: High Conflict Institute Press
Publication date: 04/13/2021
Series: BIFF Conflict Communication Series , #2
Pages: 200
Sales rank: 337,081
Product dimensions: 8.50(w) x 5.50(h) x (d)
Age Range: 17 - 18 Years

About the Author

Bill Eddy is a lawyer, therapist, mediator, and the co-founder and Chief Innovation Officer 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' experience. He serves on the faculty of the Straus Institute for Dispute Resolution at the Pepperdine University School 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 has written twenty books and has a popular blog on the Psychology Today website with over 4 million views. Bill lives in San Diego, California with his wife.

Megan Hunter holds an MBA and is a keynote speaker and management trainer/consultant on managing high conflict disputes and challenging people. She is the CEO and co-founder of the High Conflict Institute and founder and publisher at Unhooked Media. She has written four books and has given presentations across the U.S. and seven countries. Megan, a native of Nebraska, lives in Scottsdale, Arizona with her husband.

Table of Contents

Introduction 1

Section 1 Understanding High Conflict Behaviors

Chapter 1 Blamespeak™ 7

Chapter 2 How to Write a BIFF Communication 15

Chapter 3 When to use BIFF 27

Section 2 BIFF for External Communications

Chapter 4 BIFFs for Customers and Customer Service 39

Chapter 5 BIFFs for Ombuds 55

Chapter 6 BIFFs for Clients 67

Section 3 BIFF for Internal Communications

Chapter 7 BIFFs for Co-workers and Toxic Teams 85

Chapter 8 BIFFs for Your Boss 103

Chapter 9 BIFFs for Employees 115

Chapter 10 BIFFs for Business Partners, Committees and Board Members 133

Section 4 Coaching for BIFF

Chapter 11 Coaching Co-Workers and Others to Use BIFF 151

Chapter 12 You Decide 161

List of BIFF Examples 166

References and Resources 167

Acknowledgments 168

About the Authors 169

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