TY  - BOOK
AU  - Patterson, Kerry.
TI  - Cruical confrontations: tools for resolving broken promises ... 
SN  - 0071446524 :
U1  - 658.4092 
PY  - 2005///
CY  - New York
PB  - McGraw-Hill
KW  - Leadership
KW  - Interpersonal communication
KW  - Communication in management
N1  - Includes bibl. references and index
ER  -