@book{45575,
	author = {Benjamin, Susan},
	title = {Perfect phrases for dealing with difficult situations at work :},
	publisher = {McGraw-Hill},
	year = {2008.},
	series = {The perfect phrases series},
	address = {New York},
	url = {http://www.loc.gov/catdir/toc/ecip0812/2008008612.html}
}