High-Conflict People are never easy to deal with. In order to keep communication short, factual, and non-emotional, I discovered the BIFF technique.
The BIFF technique includes:
Brief– keep your communications short
Informative– stay focused on the statements you want to make
Friendly (yeah, I cringe at that one too)- this doesn’t mean tolerating abuse, it just means using respect and empathy in your responses
Firm– clearly communicate your information or position
This technique is designed to be a quick response to high-conflict people.
Visit Bill Eddy’s High-Conflict Institute website below for more specific information and examples:
High Conflict Institute website
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