＂BIFF is a unique, proven way to communicate with difficult people. Using a BIFF (Brief, Informative, Friendly, Firm) response protects you and your reputation when responding to blame,
personal attacks, and hostile email from people with high-conflict personalities. Easy to remember, but hard to do, so it takes practice. Over twenty examples of BIFF are included, plus a new
chapter on coaching others to use BIFF.Bill Eddy is a lawyer, therapist, mediator, author, and president of High Conflict Institute. He developed the ＂high conflict personality＂ theory and has
become an international expert on managing disputes involving high-conflict personalities and personality disorders＂--
