Hostile emails, letters and conversations can drain inordinate amounts of time, emotional energy and expense in the workplace. For over a dozen years, the BIFF

This little book gives more than 20 examples of BIFF responses--brief, informative, friendly, and firm--for all areas of life, plus additional tips to help read

In divorce and co-parenting, not only do parents need to deal with their own emotions, they may be faced with a daily barrages of hostile calls, texts, social m

An easy and practical book for legal professionals or anyone else disputing with someone with a high-conflict personality.

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conver