@book{2855,
	author = {Pike Bob},
	title = {Dealing with difficult participants : 127 practical strategies for minimizing resistance and maximizing results in your presentations / Bob Pike and Dave Arch ; illustrations by Candace Hiatt.},
	publisher = {Jossey-Bass/Pfeiffer ; Creative Training Techniques Press, San Francisco ; Minneapolis},
	year = {1997},
	address = {America}
}