Crucial conversations :  tools for talking when stakes are high / 
Kerry Patterson ... [et al.]. 
 - 2nd ed. 
 - New York :  McGraw-Hill,  c2012. 
 - xviii, 244 p. ;  24 cm. 
<br/><br/> Includes index. 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>9780071771320 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal communication.<br/>Interpersonal relations.