I don’t want our people feeling like everything is dictated from the top down. So, staff are also given the chance to lead our team meetings now and again. The idea is for everyone to participate and have a chance to bring their inputs and ideas to the table.

Conflict and disagreements are inevitable. It's important to me that each employee has someone they can turn to. They need to know they have someone to talk to. As a manager, I like to be able to identify and address disagreements and conflict early.

A lot of communication now takes place via videoconferences. And, I've noticed that some employees are struggling with the digitalisation of our work. We need to see that everyone is on board with digitalisation. That's why we've tackled this issue with our employees on an individual basis.

I’m increasingly aware that we tend to look at the issue of health on a highly individual basis – with reference to individual people and incidents. But we rarely discuss it in terms of the business as a whole, and I'd like to do more of this in future.

Contact with guests and customers isn’t always easy: they often come to us with problems that we cannot help with directly. Sometimes, in cases like this, people can take out all their frustration on our employees. If the situation is unfolding face to face, a second employee might be able to offer support, but this isn’t an option over the phone. For me, it's important to discuss such incidents together after they've been resolved.