@book{16421,
	author = {Pincus, Marilyn.},
	title = {Managing difficult people :},
	publisher = {Adams Media,},
	year = {c2004.},
	address = {Avon, Mass :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/toc/ecip0418/2004013270.html}
}