File	Title	Manuscript Id
How to Communicate: Handling Complaints	cacbim_ch12_1.html	533b640e757a2e3436000000
DLAP questions	cacbim_ch12_1_dlap.xml	533b640e757a2e3436000000
WHAT IF?	cacbim_ch12_2.html	533b640e757a2e3436000000
DLAP questions	cacbim_ch12_2_dlap.xml	533b640e757a2e3436000000
Pop Quiz: Chapter 12	cacbim_ch12_3.html	533b640e757a2e3436000000
DLAP questions	cacbim_ch12_3_dlap.xml	533b640e757a2e3436000000