TY  - BOOK
AU  - Patterson,K
AU  - Grenny,J
AU  - McMillan,R
AU  - Switzler,A
TI  - Crucial conversations: tools for talking when stakes are high 
SN  - 9780071771320
PY  - 2012///
CY  - London
PB  -  McGraw-Hill
KW  - Communication
KW  - Interpersonal relations
KW  - Leadership
ER  -