Crucial conversations :  tools for talking when stakes are high / 
Kerry Patterson ... [et al.]. 
 - New York :  McGraw-Hill,  c2002. 
 - xv, 240 p. :  ill. ;  23 cm. 
<br/><br/> Includes bibliographical references (p. 229) and index. 
<br/><br/><label>ISBN: </label>9780071401944 0071401946 (alk. paper) 
<br/><br/><label>LCCN: </label>2002-001129 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal communication.<br/>Interpersonal relations.