@book{17231,
	author = {Phillips, Bob, and Alyn, Kimberly,},
	title = {How to deal with annoying people /},
	publisher = {Harvest House Publishers,},
	year = {c2005.},
	address = {Eugene, Or. :},
	url = {http://www.loc.gov/catdir/toc/ecip051/2004022061.html}
}