References

ARTICLES

Admin. (2009, December 2). How can we best handle our disappointed customers? Retrieved February 14, 2010, from Ask Sam Deep: http://www.asksamdeep.com/how-can-we-best-handle-our-disappointed-customers/

Berger, Kathy S. (2009, December). Delivering Bad Business News. Retrieved March 16, 2010, from Toastmasters International Become the Speaker & Leader You Want to Be: http://www.toastmasters.org/ToastmastersMagazine/ToastmasterArchive/2009/December/DeliveringBadNews.aspx

Courtland B., Thill J. Writing Bad News Messages. Excellence in Business Communication, Person Prentice Hall.Retrieved March 1, 2010. From: http://emedia.leeward.hawaii.edu/hurley/modules/mod3/3_docs/badnews.pdf

Daley, K. (2009, October 16). How to Deliver Bad News to a Group. Retrieved February 4, 2010, from Harvard Business Review: http://blogs.hbr.org/cs/2009/10/how_to_deliver_bad_news_to_a_g.html

Hall, P. (2000). Three Goals When Delivering Bad News. Prentice Hall. Retrieved March 19, 2010. Retrieved from George Mason University: http://classweb.gmu.edu/som301/som301/goodnewsmessages.PPT

How to Write Memos. (n.d.). Retrieved March 18, 2010, from The Wall Street Journal: http://guides.wsj.com/management/managing-your-people/how-to-write-memos/

Institute For Operations Research And The Management Sciences (1999, June 25). Delivering Bad News By E-Mail Is More Accurate, Less Painful, Study Suggests. ScienceDaily. Retrieved March 15, 2010, from:  http://www.sciencedaily.com­ /releases/1999/06/990625074027.htm

Jacobsen,R. (2006, February 25). Be sensitive to the sound of the words (extracted from Delivering Bad News). Writing, Clear and Simple. Retrieve March 19, 2010, from:  http://rmjacobsen.squarespace.com/articles/2006/2/25/delivering-bad-news.html

King, R. (2008, July). Delivering Bad News: Putting a positive spin on unpleasantness is a valuable skill. Reeves Journal, p. 90. Retrieved March 18 2010, from ProQuest database: http://0-proquest.umi.com.mercury.concordia.ca/pqdweb?did=1535926271&Fmt=2&clientId=10306&RQT=309&VName=PQD

M. Heathfield, S. (n.d.). Candidate Rejection Letter. Retrieved February 4, 2010, from About.com: Human Resources: http://humanresources.about.com/od/policysamplesc/a/rejection.htm

Manzoni, J.-F. (2002, September).  A Better Way to Deliver Bad News. Retrieved February 12, 2010, from Harvard Business Review: http://hbr.org/2002/09/a-better-way-to-deliver-bad-news/ar/1

Murray, A. (n.d.). Should I Use Email? Retrieved March 20, 2010, from The Wall Street Journal: http://guides.wsj.com/management/managing-your-people/should-i-use-email/

Purdue University. (n.d.). Examples of Bad News Memos. Retrieved from: http://web.ics.purdue.edu/~pbawa/421/examples%20of%20bad%20news%20memos.htm

Stein, D. (2003, December 21). How to Deliver Bad News to Your Customer.  Retrieved March 10, 2010. The Stein Advantage, Inc: http://sometimeisland.com/Articles/DeliveringBadNews_20031221.PDF

Wademan Dowling, D. (2009, March 11). 7 Tips for Difficult Conversations. Retrieved March 16, 2010, from Harvard Business Review: http://blogs.hbr.org/dowling/2009/03/7-tips-for-difficult-conversat.html

BLOG

Stein, D. (2008, August 21). How to Deliver Bad News . Retrieved January 22, 2010, from Commentary on Sales Leadership Dave Stein’s Blog: http://davesteinsblog.esresearch.com/2008/08/21/delivering-bad-news-apologize-1/

BOOKS

Guffey, Mary Ellen, Katherine Rhodes, Patricia Rogin. (2005).Business Communication: Process and Product, Fourth Canadian Edition. Toronto: Nelson,  pp.321-348

Jay, R. (2001). Crisis: Deliver Bad News, Manage Tough Situations, Limit the Damage. Retrieved January 22, 2010, from Amazon: http://www.amazon.ca/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=deliver+bad+news

Lindsell-Roberts, S. (2004, April). Houghton Mifflin Strategic Business Letters and E-mail. Houghton Mifflin Harcourt. Retrieved March 16 from Amazon website: http://www.amazon.com/Houghton-Strategic-Business-Paperback-0618448330/dp/0618448330/ref=sr_1_3?ie=UTF8&s=books&qid=1269102884&sr=8-3

E-NEWSLETTER

Good Ways to Deliver Bad News. (2006). Retrieved February 14, 2010, from National Resource Center E-Newsletter Best of the Best: http://www.ccfbest.org/communications/goodways.htm

ON-LINE COURSE

Communicating Negative Messages: Delivering Bad News Skillfully. (n.d.). Retrieved March 20, 2010, from The Human Equation: http://store.thehumanequation.com/Communicating-Negative-Messages-Delivering-Bad-News-Skillfully-P136.aspx

PODCASTS

Anonymous. (2008, November 23). Business English Writing Lesson for ESL – ET 04: Bad News Messages. Retrieved March 20, 2010, from Youtube: http://www.youtube.com/watch?v=ww1ond3f_tA

Baldoni. (2007, March 30). Bad News PODCAST. Retrieved January 22, 2010, from CIO: http://www.cio.com/podcast/101182/Baldoni_How_to_Deliver_Bad_News

BEP 151 ADV – Giving Bad News: Layoffs (Part 1). (2010, January 31). Retrieved March 19, 2010, from businessenglishpod: http://www.businessenglishpod.com/2010/01/31/bep-151-adv-giving-bad-news-layoffs-part-1/

BEP 152 ADV – Giving Bad News: Layoffs (Part 2). (2010, February 7). Retrieved March 19, 2010, from businessenglishpod: http://www.businessenglishpod.com/2010/02/07/bep-152-adv-giving-bad-news-layoffs-part-2/

VIDEOS

Bulling-Towne, L. (Director). (2009). How To Deliver Bad News |Leila’s House of Corrections [Motion Picture]. http://www.bnet.com/2422-13722_23-269952.html

IMAGES

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