Crucial conversationstools for talking when stakes are high 
by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler. 
 - 2nd ed. 
 - New York  McGraw-Hill,  2013 
<br/><br/><label>ISBN: </label>9780071771320 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal communication. Interpersonal relations. Persuasion (Psychology)