@article{ref1,
title="Bombers, complainers and clams, oh my! Dealing with difficult people",
journal="Prairie rose",
year="2003",
author="Wiese, Kathleen Thomas",
volume="72",
number="1",
pages="18-24",
abstract="<p>[Abstract unavailable]</p><p>Language: en</p>",
language="en",
issn="0032-6666",
doi="",
url="http://dx.doi.org/"
}