References
Chapter 1: Understanding the “Uh-Oh” Moment
Shakespeare, William. Julius Caesar, act 3, sc. 2.
Chapter 5: Divide and Conquer: The Safe Way to Deliver Bad News
Davis, Dr. Nancy. “Death Notification Training Video.” Accessed July 4, 2012. http://drnancydavis.com/home/death-notification-training-video.
Chapter 8: Grounding an Angry Outburst
Frank, Robert. “Chinese Millionaire Smashes His Lamborghini.” Wall Street Journal blogs, March 18, 2011. http://blogs.wsj.com/wealth/2011/03/18/chinese-millionaire-smashes-his-200000-lamborghini/.
Berger, Joseph. “Years Later, Lawsuit Seeks to Recreate a Wedding.” New York Times, November 2, 2011.
Shaw, Russell. “75-Year-Old Woman Smashes Up Local Comcast Office with Hammer.” ZDNet.com, October 18, 2007. http://www.zdnet.com/blog/ip-telephony/75-year-old-woman-smashes-up-local-comcast-office-with-hammer/2605.
Chapter 9: Becoming Immune to Intimidation
Roth, Carol. The Entrepreneur Equation: Evaluating the Realities, Risks, and Rewards of Having Your Own Business. Dallas: BenBella, 2011.
Smith, Manuel J. When I Say No, I Feel Guilty. New York: Bantam, 1975.
Chapter 14: I’ll Be Suing You
Phillips Law Firm. “Medical Malpractice: Study Shows That Doctors Admitting Fault Lowers Number of Lawsuits,” August 2010. http://www.justiceforyou.com/2010/08/medical-malpractice-study-shows-that-doctors-admitting-fault-lowers-number-of-lawsuits/.
Kachalia, Allen, MD; Samuel L. Kaufman MA; Richard Boothman JD; Susan Anderson MBA, MSN; Kathleen Welch MBA, MPH; Sanjay Saint MD, MPH; and Mary A.M. Rogers PhD. “Liability Claims and Costs Before and After Implementation of a Medical Error Disclosure Program.” Annals of Internal Medicine, August 17, 2010, 153(4):213–221.
Chapter 15: Quelling a Social Media Firestorm
Carroll, Dave. “United Breaks Guitars” video. YouTube. Accessed July 7, 2012. http://www.youtube.com/watch?v=5YGc4zOqozo, posted July 6, 2009.
Chapter 19: When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe
Colorado Springs (CO) Gazette. “Taco Bell Customer Shoots at Employees, Police over Burrito Price Increase,” March 22, 2011. http://www.gazette.com/articles/bell-114916-price-burrito.html.
Bureau of Labor Statistics. “Occupational Homicides by Selected Characteristics, 1997–2010.” Accessed July 4, 2012. http://www.bls.gov/iif/oshwc/cfoi/work_hom.pdf.
National Lightning Safety Institute. “Lightning Strike Probabilities.” Accessed July 4, 2012. http://www.lightningsafety.com/nlsi_pls/probability.html.
CBS News. “Atlanta Hostage Recounts Ordeal,” March 14, 2005. http://www.cbsnews.com/stories/2005/03/14/national/
main679837.shtml.
Chapter 20: From Customer Crisis to Excellent Service: Lessons for the Whole Organization
Chicago Tribune. “JetBlue Issues Apology in Ads,” February 22, 2007. http://articles.chicagotribune.com/2007-02-22/news/
0702220380_1_david-neeleman-jetblue-airways-bryan-baldwin.
Drolet, Danielle. “80s Tylenol Scare Still a Model Crisis Case Study.” PRWeek, May 20, 2011. http://www.prweekus.com/80s-tylenol-scare-still-a-model-crisis-case-study/article/203351/.
Kador, John. Effective Apology: Mending Fences, Building Bridges, and Restoring Trust. San Francisco: Berrett-Koehler, 2009.
Risen, James. “Iacocca Admits Mileage Tampering Was ‘Dumb’: Apologizes for Chrysler’s New Car ‘Test-Drives’ by Its Managers with Odometers Disconnected,” Los Angeles Times, July 2, 1987. http://articles.latimes.com/1987-07-02/business/fi-1822_1_test-cars.