TY  - BOOK
AU  - Patterson,Kerry
AU  - Grenny,Joseph
AU  - McMillan,Ron
TI  - Crucial confrontations: tools for resolving broken promises, violated expectations, and bad behavior 
SN  - 0071446524
U1  - 658.4053 
PY  - 2005///
CY  - New York
PB  - McGraw Hill
KW  - Conflict management
ER  -