top of page

Dealing with High Conflict People (HCPs)

HCP (High Conflict People) is a term used to describe individuals who have a pattern of behavior that tends to escalate conflicts rather than resolving them. These individuals often have certain traits or characteristics that contribute to high-conflict situations. Here are some key points about HCPs:

  1. Personality Traits: HCPs often display personality traits that contribute to conflict, such as a tendency to blame others, difficulty accepting responsibility for their actions, and a rigid way of thinking. They may also show traits associated with personality disorders, such as narcissistic or borderline tendencies.

  2. Blame and Hostility: HCPs frequently shift blame onto others, which can lead to escalating arguments. They may have a tendency to react defensively or aggressively, making it difficult to resolve conflicts amicably.

  3. Black-and-White Thinking: HCPs often exhibit black-and-white thinking, viewing situations in extremes. This can lead to polarized views, making compromise or negotiation challenging.

  4. Emotional Reactivity: HCPs may respond to situations with heightened emotions, which can exacerbate conflicts. Their emotional responses can lead to impulsive actions or statements that further escalate disputes.

  5. Managing HCPs: Dealing with HCPs can be challenging. Communication strategies such as the BIFF Response® (Brief, Informative, Friendly, and Firm) can help manage interactions. It's also essential to set clear boundaries and maintain a calm, composed demeanor.


The BIFF Response® is a communication strategy designed to help manage and de-escalate conflicts, particularly in written communication. This approach is particularly useful for handling hostile or blaming emails. Here's what BIFF stands for and how it can be applied:

  1. Brief: Keep your response concise and to the point. Avoid long explanations or justifications, as this can provoke further argumentation or escalation. Stick to the essential information needed to address the issue.

  2. Informative: Provide factual, relevant information in your response. This helps to clarify any misunderstandings and shifts the focus away from emotional triggers, keeping the conversation grounded in facts.

  3. Friendly: Use a respectful and neutral tone. This can help to defuse tension and prevent the exchange from turning into a heated back-and-forth. A friendly tone encourages cooperation and shows that you're willing to resolve the issue in a calm manner.

  4. Firm: Be clear and assertive in your response, particularly when setting boundaries or making a final decision. This demonstrates that you're taking the matter seriously and helps to prevent further attempts at confrontation or argumentation.


Dealing with High Conflict People (HCPs) can be challenging, but there are several practical strategies and tips that can help you navigate interactions more effectively:

1. Set Clear Boundaries: Establishing clear boundaries is crucial when dealing with HCPs. Clearly communicate what is and isn't acceptable behavior, and consistently enforce these boundaries to prevent escalation. This helps to protect yourself and minimize conflict.

2. Stay Calm: HCPs may provoke strong emotional reactions. It's essential to remain calm and composed, even in the face of hostility. Taking deep breaths, pausing before responding, or walking away from the situation temporarily can help you regain composure.

3. Avoid Taking it Personally: HCPs often project their feelings onto others, which can lead to blaming or criticizing behavior. Try to remember that their actions are not a reflection of you personally, but rather a manifestation of their own issues.

4. Use the BIFF Response®: This strategy (Brief, Informative, Friendly, and Firm) can help you manage written communication effectively. It provides a structured approach to handling hostile or blaming emails, preventing escalation.

5. Deflecting Questions: If an HCP attempts to engage you in a confrontational manner or asks loaded questions, try deflecting by redirecting the conversation back to the facts or the core issue. This can help to keep the interaction on track and prevent it from spiraling.

6. Avoid Triangulation: HCPs might try to involve others in the conflict to gain support or create drama. Avoid being drawn into these dynamics and encourage direct communication between parties whenever possible.

7. Know When to Walk Away: In some cases, the best response to an HCP may be to disengage entirely. If the conversation becomes unproductive or too heated, give yourself permission to step away and revisit the matter later, or not at all if it isn't necessary.

8. Seek Support: Dealing with HCPs can be emotionally draining. Consider seeking support from trusted friends, family, or a therapist who can help you process and manage the stress associated with these interactions.

9. Self-Care: Prioritize self-care to maintain your emotional and mental well-being. Activities such as exercise, meditation, hobbies, or spending time with loved ones can help to replenish your energy and cope with the stress of dealing with HCPs.


bottom of page