Introduction
Part 1 : Understanding High Conflict Behaviors
Chapter 1: Blamespeak
Chapter 2: Identifying High Conflict Behaviors with the WEB Method
Chapter 3: Writing a BIFF Response Using EAR and Proposals
Chapter 4: What to Avoid
Chapter 5: How to Check Yourself
Part 2 : Successfully Managing Internal High Conflict Issues
Chapter 6: Navigating Challenging Internal Work Relationships
Chapter 7: Toxic Teammates
Chapter 8: Workplace Bullies
Chapter 9: Hiring and Firing
Chapter 10: Creating Anti-Conflict Internal Culture – Toolkit
Part 3 : Successfully Managing External High Conflict Issues
Chapter 11: Navigating Challenging Customer, Client, & Board Member Relationships
Chapter 12: Customer Service
Chapter 13: Toxic Board Dynamics
Chapter 14: BIFF as a Risk Reducer: Lawsuits, Complaints, and Reputation
Chapter 15: Creating Anti-Conflict External Culture - Toolkit
Authors
Other Books by the Authors