With online hostility on the rise, we can agree that the sensible thing to do is move on without engaging. This is especially true if it occurs in a professional context.
However, if this digital hostility targets your employees, your next course of action may be to encourage the craft of a BIFF Response. In this article, we’ll guide you through what a BIFF Response is, and how it will protect you and your employees from damaging relationships or influencing negative legal outcomes.
Before you Start
Before we get into what a BIFF Response is, you should ask yourself one question.
Is the hate mail worth responding to?
If an individual receives hate mail that has no legal significance, most of the time it’s better to just let it go without escalation. If the received hostility is returned, one could be digging themselves into a hole, and have to deal with the consequences later on.
However, in some contexts where this mail has power (e.g., legally), it’s necessary to respond respectfully to ensure inaccurate claims are corrected. This could help your case greatly.
At this point, if you still need a BIFF Response, we’ve got you covered!
What is a BIFF Response?
A BIFF Response is a sensibly crafted response that encompasses being Brief, Informative, Friendly, and Firm.
1. Brief
The response should be brief and concise. The more that someone writes, the more they may become angry or frustrated, and let their emotions slip out. Insulting people and commenting on their personal attributes should also be avoided.
2. Informative
The main reason for responding should be to correct inaccuracies, especially if this will damage professional reputations or relationships. Remaining completely objective and respectful is key. In some cases, no matter what, people will keep responding with hostility. This is something that has to be ignored, as returning this energy will not lead to a positive resolution.
3. Friendly
Remaining friendly and neutral will better allow an individual to get their points across, and could potentially de-escalate the situation. One doesn’t have to be too friendly, but simply responsive and sensible within the context. If relevant, recognising the sender’s concerns and showing empathy can reinforce calmness.
4. Firm
A clear position on the issue should be stated, while refraining from returning hostility. Unless a negotiation or back-and-forth dialogue is needed, open-ended comments should be avoided – this will invite unwanted further discussion.
Confidence is key, and more information shouldn’t be asked for unless necessary. Remaining confident decreases chances of being challenged further. If additional emails that don’t require attention are received, it’s better to not engage.
Conclusion
We’ve all been told to ‘be the bigger person,’ this is one of those situations where that is crucial, as it will greatly benefit the individual, and their company. A BIFF Response will save time and energy in getting involved in hostile situations, many of which will eventually be dealt with by a person’s HR department, or a legal team if applicable.
Need to Tackle a Workplace Issue?
At People Associates, we offer a range of HR consulting services to tackle whatever needs you have. We’ll work closely with you to understand your specific circumstances, and develop a tailored investigation plan. We’ll also guide you through the entire process, ensuring a fair and impartial outcome that minimises disruption to you and your workplace.
Want a free consultation? Fill out this form to get in touch with our widely experienced team of consultants.
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