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 conflictsinternal 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 managersinstead 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.
About the Author
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
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
About the Authors 169