What in the world do we do when into our inbox comes an angry note from a parent, or a demeaning message from a colleague, or a hostile tirade from a student? These are one of those things that's bound to happen sooner or later in a people-rich career like education, but gosh is it ever hard when it happens.
In this video, we look at Bill Eddy's simple and smart BIFF method for defusing hostile written communications. It's helped me in tough spots and I hope it helps you too!
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