TY  - BOOK
AU  - Harvey,Eric L.
AU  - Ventura,Steve
AU  - Armstrong,Timothy
ED  - CRM Learning (Firm)
TI  - What to do when conflict happens
SN  - 1885228775 (book)
AV  - HD42 .W53 2007
U1  - 658.3145 
PY  - 2007///
CY  - Carlsbad, CA
PB  - CRM Learning
KW  - Conflict management
KW  - Anger in the workplace
KW  - Video recordings for the hearing impaired
N1  - Book: What to do when conflict happens / Eric Harvey,    Steve Ventura
N2  - Presents a tool for employees to resolve workplace        conflict through use of the C.A.L.M. model: Clarify the issue, Address the problem, Listen to the other side, and Manage your way to resolution. Video depicts the four stages in three different workplace environments: a plant floor, healthcare facility, and general office environment
ER  -