@book{126749,
	author = {Benjamin, Susan, and ebrary, Inc.},
	title = {Perfect phrases for dealing with difficult people},
	publisher = {McGraw-Hill,},
	year = {c2008.},
	series = {Perfect phrases series},
	address = {New York :},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=10203741}
}