TY  - BOOK
AU  - Patterson,Kerry
TI  - Crucial conversations: tools for talking when stakes are high / 
SN  - 0071401946   
PY  - 2002///
CY  - New York
PB  - McGraw-Hill Companies, 
KW  - International communication
KW  - Interpersonal relations
N1  - Includes bibliographical references and index
ER  -