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react the way he expected or a volunteer was slow to follow instructions. Copperfield never pouted. Instead he acknowledged the misunderstanding and adapted. Preparation is everything Imagine the tremendous amount of rehearsal that goes into a David Copperfield production. Scripting, movement, positioning, lighting, team coordination, key words, timing, coaching. Now imagine the results if Copperfield stopped rehearsing. Have you and your people stopped rehearsing your marketing and sales messages? Imagine your improved results after you rehearse. Pepare for the unexpected Even with good preparation things happen. First - smile. Then continue to move the illusion in the direction you want. Don't show stress or any of the negative emotions (anger, indignation, disgust). Your customers will react to any negative emotions they perceive in you. Believe in people Copperfield's team moved about the stage and audience in harmony - always in the right place at the right time. They were...