Crucial conversations :  tools for talking when stakes are high / 
by Kerry Patterson ... [et al.] 
 - New York :  McGraw-Hill,  2002 
 - xv, 240 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 229) and index 
<br/><br/><label>ISBN: </label>0071401946 (pbk.)  RM67.58 007145540X (package) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal communication<br/>Interpersonal relations