Additional Reading & Sample Sources

• Anne Scarlett, RainToday, “How to deliver--and receive--bad news in business”
• Baile, Walter, et al. “SPIKES – A Six-Step Protocol for Delivering Bad News,” 2015
• Bies, Robert, “The 10 Commandments for Delivering Bad News,” Forbes, 2015
• Buckman R. “Breaking Bad News,” Johns Hopkins U. Press 1992
• Carkhuff, R.R. (2009) “The Art of Helping in the 21stCentury” 9th Edition.  Human Resource Development Press, Amherst MA 01002
• Chase, R., Dasu, S. (2001) “Want to Perfect Your Company’s Service? Use Behavioral Science” HBR June 2001 pp. 79-84
• Colvin,Geoff  Talent Is Overrated: What Really Separates World-Class Performers from EverybodyElse Paperback,Portfolio Trade (May 25, 2010)
• Driskill, D.P. (2004) “Sources of Interpersonal Communication Behavior” DDA/NQR
• Ekman, Paul (2003) “Emotions Revealed” Times Books, Henry Holt & Company, NY
• Gawande, Atul, “The Checklist Manifesto” (2009) & “Better” (2007) Henry Holt & Co.
• Gazda, George M. et al (2006) “Human Relations Development” 7thEdition, Pearson Education, Inc.
• Geelhoed, E., Toft, P., Roberts, S., Hyland, P. (2004) “To Influence Time Perception” Hewlett Packard Labs, Bristol, UK
• Gladwell, Malcolm (2005),Blink: The Power of Thinking Without Thinking.  & (2008) Outliers Little, Brown and Co.  
• Jaynes, Julian (1976) “The Origin of Consciousness and the Breakdown of the Bicameral Mind” Houghton Mifflin Company
• Kano, Noriaki (1996). Guide to TQM in Service Industries. Tokyo: Asian Productivity Organization. ISBN 978-92-833-1130-0
• Maister, David, “The Psychology of Waiting Lines” Harvard Business School, Report #9-684-064
• Maslow, A.H. (1989) “A Theory of Motivation” from Readings in Managerial Psychology, 4thed. Leavitt, Pondy & Boje, University of Chicago Press
• Mehrabian, A. (1981). Silent messages: Implicit communication of emotions and attitudes. Belmont, CA: Wadsworth (currently distributed by Albert Mehrabian, am@kaaj.com)
• Nicholson, Nigel (1998) “How Hardwired is Human Behavior” HBR July August 1998 pp. 135-147
• Pinker, Steven, “The Better Angels of Our Nature” (2011) & “The Blank Slate” (2002) 
• Reddy, Sumathi, “How Doctors Deliver Bad News,” WSJ May 18, 2015
• Robertson, Kristin, “Saying No (To Customers)” April 2004
• Rogers, Carl (1967) ‘The interpersonal relationship in the facilitation of learning’ reprinted in H. Kirschenbaum and V. L. Henderson (eds.) (1990) The Carl Rogers Reader, London: Constable, pages 304-311. 
• Schrade, Michael, “How to Have an Honest Data-Driven Debate,” HBR April 2014
• Zarel, Robin, LCSW, “When Bad News Strikes,” 2014