@article{290391,
      author = {Kosmoski, Georgia J. and Pollack, Dennis R.},
      url = {http://library.usi.edu/record/290391},
      title = {Managing difficult, frustrating, and hostile conversations  : strategies for savvy administrators /},
      publisher = {Corwin Press,},
      recid = {290391},
      pages = {xiii, 152 p. ;},
      address = {Thousand Oaks, Calif. :},
      year = {2005},
}