TY  - BOOK
AU  - Cava,Roberta
TI  - Dealing with difficult people: proven strategies for handling stressful situations and defusing tensions 
SN  - 0749910194
AV  - HM258 
U1  - 302.2 
PY  - 1991///
CY  - London
PB  - Piatkus
KW  - Communication
ER  -