@inbook{1192873493, author={Joseph Grenny and Kerry Patterson and Ron McMillan and Al Switzler and Emily Gregory}, title={What’s a Crucial Conversation?: And Who Cares?}, booktitle={Crucial Conversations: Tools for Talking when Stakes are High, 3e}, publisher={McGraw Hill}, address={New York, NY}, year={2022}, url={apn.mhmedical.com/content.aspx?aid=1192873493} }