Crucial confrontations :  tools for resolving broken promises, violated expectations, and bad behavior / 
Kerry Patterson ... [et al.] 
 - New York :  McGraw-Hill,  2005 
 - xviii, 284 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 271-272) and index 
<br/><br/><label>ISBN: </label>0071446524  RM67.58 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal confrontation<br/>Interpersonal communication<br/>Interpersonal relations<br/>Communication in management<br/>Communication in organizations