TY  - BOOK
AU  - Cava,Roberta
AU  - Cava,Roberta
TI  - Dealing with difficult people: how to deal with nasty customers, demanding bosses, and annoying co-workers 
SN  - 155297927X
PY  - 2004///
CY  - Buffalo, N.Y.
PB  - Firefly Books
KW  - Interpersonal communication
KW  - Work
KW  - Psychological aspects
KW  - Interpersonal conflict
N1  - Originally published under title: Difficult people
ER  -