@book{47725,
	author = {Patterson, Kerry,},
	title = {Crucial conversations :},
	publisher = {McGraw-Hill,},
	year = {c2002.},
	address = {New York :},
	note = {Includes bibliographical references (p. 229) and index.},
	url = {http://www.loc.gov/catdir/bios/mh041/2002001129.html}
}