Delivering Bad News Effectively (and Other Useful Communication Skills for Managers)
http://www.stc.org/confproceed/1999/PDFs/stc-22.pdf

Giammona, Barbara A.
STC Proceedings
1999

Abstract:

Learning how to communicate effectively when people problems arise is a key to your success as a manager. To make the process easier for yourself, you should learn to set clear expectations of your employees, make specific observations of their work and behavior, conduct timely communication with them when problems arise, listen closely when they respond, and schedule a follow-up meeting after the crisis has passed.