"BIFF is simple, powerful, and impactful. This book should be mandatory reading for the entire legal industry. Once you start to use BIFF, it becomes an antidote for caustic interactions. You can’t stop the poison, but BIFF gives you the antidote to counteract it safely. Read it, apply it, and start to use power of BIFF.”  —Attorney Steve Riley, Atticus shareholder and podcast host of Great Practice. Great Life. 

This book provides a simple and proven method for lawyers and staff to use in ethically responding to hostile communications, correcting misinformation by others, and initiating productive correspondence. The BIFF Communication method can be used by all law office personnel (paralegals, administrative assistants, receptionists, and others), with 30 sample responses to common situations involving hostile or misinformed emails, text messages, and other forms of communication. BIFF stands for Brief, Informative, Friendly, and Firm.

The BIFF Communication method can also be taught to clients to help them write friendly and concise responses in their legal cases, saving lawyers time and reducing the escalation of unnecessary conflicts in their cases. This book explains how to coach office staff, clients and their family members to use the BIFF Communication method, including ten easy key questions to ask when reviewing their correspondence. While this method is designed primarily for written communication, this approach can also be used in verbal conversations, to be efficient and respectful.  

The book is divided into five sections: 

1. Learning the BIFF method
2. Correspondence with clients
3. Correspondence with colleagues
4. Correspondence with staff and between staff
5. Coaching staff and clients in the BIFF method.