Nicholas was just promoted to manager at the Chili's franchise where he works. One of his new responsibilities is monitoring customer satisfaction throughout the day, which is largely a result of how friendly the servers are and how quickly the kitchen can turn around orders. Whenever he notices that a server is providing suboptimal service or the kitchen has slowed down, he will provide some sort of intervention to help turn things around. This part of Nicholas' management position is called _____________. controlling leading organizing planning