@book{4820,
	author = {Elgin, Suzette Haden},
	title = {The gentle art of verbal self-defense for business success /},
	publisher = {Prentice Hall},
	year = {c. 1989},
	address = {Paramus, NJ},
	note = {Includes Appendix, References, Bibliography, and Index.},
	url = {www.phdirect.com}
}