Ombuds Office Lunch and Learn: Dealing with Porcupines – Managing Communication with High Conflict People

Need to calm a combative conversation? Consider BIFF. No, I am not talking about Biff Tannen the bully in Back to the Future or the Boulder International Film Festival. Rather, I am referring to the High Conflict Institute’s highly effective method of responding to difficult people, personal attacks, hostile email and meltdowns.

A BIFF response is Brief, Informative, Friendly and Firm. BIFF responses also avoid the three As: advice, admonishments and apologies. In this session, participants will learn about the BIFF response technique and how to write (and speak) using the BIFF method to help bring a high-conflict, tense exchange to a quick conclusion, all while remaining cool under pressure.

Presenter: Liz Hill, Associate Director, Ombuds Office

Tuesday, September 22, 2020 at 12:00pm to 12:30pm

Virtual Event
Event Type

Lecture/Presentation, Brown Bag, Virtual


Development & Training


Students, Faculty, Staff, Postdoc






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