Greenberger, Leonard S. <br/><br/>
What to say when things get tough :  business communication strategies for winning people over when they're angry, worried and suspicious of everything you say / 
by Leonard S. Greenberger 
 - New York, NY :  McGraw-Hill,  2013 
 - xxix, 224 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780071806435 (pbk.) 0071806431 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Business communication<br/>Truthfulness and falsehood<br/>Communication--Psychological aspects