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serve your purpose and their needs at the same time? If you find yourself feeling nervous, try one or all three of the following when you call: stand up, look in the mirror, and smile. Speak briefly, then listen. Imagine your call as a tennis match. You serve the ball by making a statement and asking an open ended question. The other person answers and you listen for where the ball is going. Then you hit the ball back with another statement and question, or a question alone. You listen again. If