![]() ![]() 5 Types of High-Conflict People in the Workplace But dysfunctional people show up not just in families but at work. Especially if they cc: other people or say it in public. These type of angry emails can be frustrating. ![]() I couldn’t get it done and it’s YOUR fault! You need to get your s**t together, EVERYONE thinks so!!!” You’re so important you thought you could get away with a TWO-HOUR BREAK. “Who do you think you are? You’re messing up the whole project and making me look bad!!!! You know we were supposed to turn in the figures yesterday, but noooo. Where you require a response from the other person, asking a closed question with a straightforward answer assists to keep the BIFF firm.Have you seen a high-conflict email like this in your workplace before? Keeping BIFF’s firm means that you end the conversation rather than keep the communication line open to more hostilities. Megan noted the importance of remaining friendly in a BIFF response, so as to stop the situation from escalating. However, it needs to be kept brief, and really focused on the facts, and not delve into defensive explanations. An audience member asked Megan how can BIFF work when false or incorrect accusations are made and legally, or for other reasons, it is important they respond with correct facts? Megan answered by saying that it is ok to write a BIFF response that has facts. A BIFF response is not so much an opportunity to defend yourself on an emotional level, but an opportunity to provide relevant information and show you have attempted to resolve the communication. Factual, straight information should be included in BIFF responses, rather than emotions, opinions, defences or arguments. It can also be helpful at this point to redirect their energies towards thinking by asking them to write a list of options or solutions.īIFF responses to hostile communications should be kept brief, as this leave much less for the other person to react to and is often sufficient to get your main point across. Megan suggested that in these instances practitioners should try and change strategy – this can be by giving them empathy through giving space or asking them to tell you more, it depends on the client and individual circumstances. ![]() #BIFF RESPONSE EXAMPLES HOW TO#Within the question and answer portion of the event, Megan was asked how to deal with negative responses to EAR statements (such as: “I understand” and the client responds with “no you don’t” and becomes defensive). This helps to redirect the client’s energies where they are not responding to EAR statements, or where practitioners are having trouble communicating a genuine EAR statement. It can also be helpful to shift high conflict personalities into a ‘thinking’ space by asking them to write lists focusing on solution and options. This also applies when practitioners do not want to appear to be colluding with a high conflict personality – Megan suggested that the trick here is to acknowledge, but not necessarily agree. Megan noted that it can be helpful to try and be a little more expressive when giving EAR statements and said that EAR statements need to be genuine in order to not appear condescending. At the request of an audience member, Megan gave some examples as to how to use EAR statements without sounding condescending or drifting into a passive approach. Responding with an EAR statement is to respond with a statement that shows empathy, attention, and/or respect. This involves using empathy, respect, body language, tone of voice, and appropriate choice of words. Megan explained the first step is to attempt to calm the high conflict personality by forming a brief positive connection with the person. This includes utilising techniques such as EAR Statements and BIFF Responses. ![]()
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