@book{194209,
	author = {Axelrod, Alan and Holtje, James.},
	title = {201 ways to deal with difficult people},
	publisher = {McGraw-Hill},
	year = {c1997.},
	series = {A quick-tip survival guide},
	address = {New York, NY},
	url = {http://www.loc.gov/catdir/description/mh023/97178475.html}
}