@book{3096,
	author = {Gordon, Jack,},
	title = {The Pfeiffer book of successful communication skill-building tools :},
	publisher = {Pfeiffer,},
	year = {2004.},
	address = {San Francisco, CA :},
	url = {http://www.loc.gov/catdir/enhancements/fy0805/2007299179-d.html}
}