TY  - BOOK
AU  - Patterson,Kerry
TI  - Crucial confrontations: tools for resolving broken promises, violated expectations, and bad behavior 
SN  - 9780071446525
PY  - 2005///
CY  - New York
PB  - McGraw-Hill
KW  - Interpersonal confrontation
KW  - Interpersonal communication
KW  - Interpersonal relations
ER  -