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Biff

Quick Responses to High-Conflict People, Their Personal Attacks, Hostile Em
by: Bill Eddy
Summary:

The book provides strategies for dealing with high-conflict individuals by teaching readers how to respond quickly and effectively with Brief, Informative, Friendly, and Firm (BIFF) communications. It offers practical advice on managing emotionally charged situations and reducing the escalation of hostility through concise and non-confrontational responses.

Key points:

1. BIFF Communication: BIFF stands for Brief, Informative, Friendly, and Firm. It's a communication style for managing high-conflict situations and people.

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