Learning how to communicate with a hostile ex-spouse is key to your long-term mental health. Bill Eddy describes his "BIFF" methodology below which can be found on Eddy's website and in his book entitled "BIFF - Quick Responses to High Conflict People"
Do you need to respond?
Much of hostile e-communication does not need a response. Letters from (ex-) spouses, angry neighbors, irritating co-workers, or attorneys do not usually have legal significance. The letter itself has no power, unless you give it power. Often, it is emotional venting aimed at relieving the writer's anxiety. If you respond with similar emotions and hostility, you will simply escalate things without satisfaction, and just get a new piece of hostile mail back. In most cases, you are better off not responding. However, some letters and emails develop power when copies are filed in a court or complaint process – or simply get sent to other people. In these cases, it may be important to respond to inaccurate statements with accurate statements of fact. If you need to respond, I recommend a BIFF ResponseSM: Be Brief, Informative, Friendly and Firm
Keep your response brief. This will reduce the chances of a prolonged and angry back and forth. The more you write, the more material the other person has to criticize. Keeping it brief signals that you don't wish to get into a dialogue. Just make your response and end your letter. Don't take their statements personally and don't respond with a personal attack. Avoid focusing on comments about the person's character, such as saying he or she is rude, insensitive or stupid. It just escalates the conflict and keeps it going. You don't have to defend yourself to someone you disagree with. If your friends still like you, you don't have to prove anything to those who don't.
The main reason to respond to hostile mail is to correct inaccurate statements which might be seen by others. “Just the facts” is a good idea. Focus on the accurate statements you want to make, not on the inaccurate statements the other person made. For example: “Just to clear things up, I was out of town on February 12th, so I would not have been the person who was making loud noises that day.”
Avoid negative comments. Avoid sarcasm. Avoid threats. Avoid personal remarks about the other's intelligence, ethics or moral behavior. If the other person has a “high conflict personality,” you will have no success in reducing the conflict with personal attacks. While most people can ignore personal attacks or might think harder about what you are saying, high conflict people feel they have no choice but to respond in anger – and keep the conflict going. Personal attacks rarely lead to insight or positive change.
While you may be tempted to write in anger, you are more likely to achieve your goals by writing in a friendly manner. Consciously thinking about a friendly response will increase your chances of getting a friendly – or neutral – response in return. If your goal is to end the conflict, then being friendly has the greatest likelihood of success. Don't give the other person a reason to get defensive and keep responding.
This does not mean that you have to be overly friendly. Just make it sound a little relaxed and non-antagonistic. If appropriate, say you recognize their concerns. Brief comments that show your empathy and respect will generally calm the other person down, even if only for a short time.
In a non-threatening way, clearly tell the other person your information or position on an issue. (For example: “That's all I'm going to say on this issue.”) Be careful not to make comments that invite more discussion, unless you are negotiating an issue or want to keep a dialogue going back and forth. Avoid comments that leave an opening, such as: “I hope you will agree with me that …” This invites the other person to tell you “I don't agree.”
Mastering the BIFF response will save you hours of mental anguish and turmoil in communication. Read your response and check that it is BIFF. If not, tweak it until it meets the above criteria, Brief, Informative, Friendly and Firm.