@book{138800,
	author = {Harkins, Philip J. and ebrary, Inc.},
	title = {Powerful conversations},
	publisher = {McGraw-Hill,},
	year = {c1999.},
	address = {New York :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/strathmore/Doc?id=10152873}
}