@inbook{1137670472,
author={Karen Mueller},
title={Managing Conflict Through Assertiveness and Negotiation: Instrumental Communication for Facilitating Consensus},
booktitle={Communication from the Inside Out},
publisher={F. A. Davis Company},
address={New York, NY},
year={2010},
url={fadavispt.mhmedical.com/content.aspx?aid=1137670472}
}