@book{31493,
	title = {When talk works},
	publisher = {Jossey-Bass Publishers},
	year = {2001},
	series = {The Jossey-Bass management series. Conflict resolutions series.},
	address = {San Francisco (CA)},
	note = {Includes bibliographical references and index, [and about] the authors. Fundo documental do GRAL}
}