TY  - BOOK
AU  - Lucas, Robert W.
TI  - People strategies for trainers : 176 tips and techniques for dealing with difficult classroom situations
SN  - 0-8144-7261-3
U1  - C 658.3124 L96p 
CY  - New York 
KW  - Conflict management
KW  - Interpersonal communication
ER  -