Crucial confrontations : tools for resolving broken promises, violated expectations, and bad behavior - Patterson, Kerry; Grenny, Joseph; Mcmillan, Ron; Switzler, Al (New York : McGraw-Hill, 2005)
Keywords: SOLUCION DE CONFLICTOS; RELACIONES HUMANAS; COMUNICACION INTERPERSONAL; COMUNICACION EN ADMINISTRACION; COMUNICACION ORGANIZACIONAL