Crucial confrontations :  tools for resolving broken promises, violated expectations, and bad behavior / 
Kerry Patterson ... [et al.] 
 - New York :  McGraw-Hill ,  2005 
 - 281 p. :  ill. ;  23 cm. 
<br/><br/><label>ISBN: </label>9780071446525 0071446524 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal confrontation<br/>Interpersonal communication<br/>Interpersonal relations