This is supposed to be the more interactive portion of the morning, but I’m finding that Doug Lipp is much less dynamic for this part. He’s given us a handout, talked about the differences between being a leader, a manager, and a dictator. He advises that sometimes one style is appropriate and sometimes another is. He now says we should use the common sense of our customers not of ourselves. Continental Airlines switched the serving time for lunch on its Latin American flights to 3 p.m. instead of noon (I’m wondering how old this example is — food on flights? Wow!), P&G changed its packaging and advertising based on differences in Europe and Japan, a Starbucks store learned how to cater to its deaf customers.

Now he’s asking us to assess our leader-manager source of power. He points out how a balancing act is necessary.