2.  Old Managers › Used to tell you what to do, how and when to do it › Watched over employees and reprimanded  New Managers › Leave it up to employees to determine best way to do things › Work more as a team, supporting, coaching, and motivating.

3.  Managers › Plan (very important – lays the groundwork) › Organize › Lead › Control

4.  Anticipating trends and creating strategies  Mission, vision, values, goals, and objectives  SWOT analysis  Strategy and tactics  Decision making › Using scientific method

5.  To inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time.  Why is it important to focus upon “one” of everything?  How does inspiring the spirit sell more coffee?

6.  Strategic Planning – Long range goals of the company  Tactical Planning – Short-term programs for reaching long-term goals  Operational Planning – Figuring out how to work better in certain departments  Contingency Planning – Coming up with Plan B

7.  Managers organize the efforts and resources they have under their control  Organizational Chart › Why do people get put into management positions? › Is this right?  Choosing between stakeholders  Staffing the ranks and dealing with turnover

8.  Technical Skills – Abilities to perform certain functions  Human Relations Skills – communicating with and motivating others  Conceptual skills – being able to think convergently and divergently

9.  Creating something for others to follow  Different styles of leadership › Autocratic › Participative › Free-rein  Leadership used to be referred to as directing – shows how management style has changed!

10.  Establishing standards  Creating a measurement system  Measuring  Comparing results to plans  Taking corrective action

11.  External customers › Consumers and other businesses › Getting them to want to refer the business › Getting them to return  Internal customers › Making them feel at home › Putting a smiling face in front of the customer › Making everyone work well together to run more efficiently.