TY  - BOOK
AU  - Blanchard,Kenneth H.
AU  - McBride,Margret
TI  - The one minute apology: a powerful way to make things better 
SN  - 0688169813
PY  - 2002///
CY  - New York
PB  - HaperCollins
KW  - Apologizing
KW  - Leadership
ER  -