@book{24230,
	author = {Picardi, Richard P., and ebrary, Inc.},
	title = {Skills of workplace communication},
	publisher = {Quorum Books,},
	year = {2001.},
	address = {Westport, Conn. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10020845}
}