As a leader, you need to be able to manage people effectively. To find out what motivates individuals, and provide them with the support and energy they need to do their job to the best of their ability.

In this interview, Ken Burgin talks with Kevin Dwyer of Change Factory, a consulting company that specialises in change management and business transformation. Kevin has worked with hundreds of teams and thousands of team members, including many in the field of service and hospitality.

In particular we discussed how leaders have to be able to Coach people who have varying degrees of accountability, and get the best out of them. This could be managers or supervisors, or people working behind the bar. They also have to be able to Communicate clearly – usually with more listening and less preaching. Finally, they need Drive and Energy, plus an awareness of what they don’t know (and how to find out).