BIFF : Quick Responses to High-Conflict People, Their Personal Attacks, Hostile Email and Social Media Meltdowns (Second)

"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. BIFF is easy to remember, but hard to do, so it takespractice. Over 20 examples of BIFF are included, plus a new chapter on coaching others to use BIFF"--