Introduction
Part 1: Learning the BIFF Method
1. Blamespeak and High-Conflict Personalities
2. The BIFF Method: Brief, Informative, Friendly, and Firm
3. The Quick-and-Simple BIFF Checker
Part 2: Correspondence with Clients
4. Responding to Upset Clients
5. Initiating Difficult Issues with a Client
6. Communicating with Family Members of a Client
7. Communicating with a Nonresponsive Client
8. Terminating a Relationship with a Client
9. Website Contacts and Potential Client Inquiries
10. Mediation Clients, Refund Issues, and Copying Issues
Part 3: Correspondence with Colleagues
11. Responding to Hostile Opposing Counsel on Minor Issues
12. Responding to Hostile Opposing Counsel on Major Issues
13. Initiating Difficult Issues with Opposing Counsel
14. Communicating with Experts and Other Professionals
Part 4: Correspondence with Staff and Be tween Staff
15. Responding to Staff Issues and Complaints
16. Initiating Difficult Issues with Staff
17. Staff-to-Staff Communication and Conflicts
18. Correspondence with Court Staff
Part 5: Coaching Staff and Clients in Using the BIFF Method
19. Teaching the Ten Questions
20. It’s Up to You
Appendix A: Incivility and How To Stop It
Appendix B: Sample Situations and BIFF Responses