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INTRO | EMBRACE LEADERSHIP & SERVICE MAGIC
From Ordinary to Extraordinary
OBJECTIVE: Examine your own experience with the Disney organization and what you can do to become extraordinary.
Note: This chapter is automatically included as the opening video in the series.
GREAT MOMENTS WITH MR. LINCOLN
From Good Enough to The Best Is Never the Best
OBJECTIVE: Explore how to get your “best” instead of tolerating “good enough.”
CREATE A CULTURE OF TRUST
Is Everyone Engaged?
OBJECTIVE: Envision your team working even better together, (like a well maintained machine), with increased trust, and fully engaged.
FROM POT OF SOUP TO BULLION CUBE
Simplify the Complex
OBJECTIVE: Identify the guiding principles for your organization and create Crystal Clear Priorities (CCPs)
WALK THE PARK
Lessons From the Jungle Cruise
OBJECTIVE: Identify benefits of walking in your employees’ and customers’ shoes.
PLUS THE SHOW
Safety, Courtesy, Show, Capacity / Efficiency (SCSC)
OBJECTIVE: Learn how values matter and align them into your organizational culture.
SNOW WHITE NEVER HAS A BAD DAY
All Business is Show Business
OBJECTIVE: Identify Good Show and Bad Show in your organization. Determine how to maximize Good Show and minimize Bad Show.
POPCORN EMPOWERMENT
Create Service Superheroes
OBJECTIVE: Find ways to empower your employees to deliver solutions with outstanding service.
PARKING LOT PRINCIPLE
Create Lasting Impressions
OBJECTIVE: Improve the first and last impressions of your organizations customers.
SWEEPER OLYMPICS
Attitude is Everything
OBJECTIVE: From disengaged to engaged, create a team of service superheroes.
DREAMERS & DOERS
The Brilliance of Balance
OBJECTIVE: Identify Dreamers and Doers in your organization. Recognize why having both are important and why it brings balance to your organization. Both are vital to success.
ESCAPE YOUR COMFORT ZONE
Challenge Complacency
OBJECTIVE: Get out of your comfort zone by creating a new action. Move beyond complacency and familiarity. (Group exercise; “Handwriting”).
CHANGE OR PERISH
Take a Ride on The S-Curve
OBJECTIVE: Plan you company reinvention campaign honoring the past but also moving in a future direction. Learn about “S” curves and how to manage them.
DON’T REST ON YOUR LAURELS
Move Beyond Status Quo
OBJECTIVE: Don’t rest on your laurels. Continually look for ways to move forward. Never settle for the status quo.
EVEN MONKEYS FALL FROM TREES
Lead and Learn with Humility
OBJECTIVE: Identify the weaknesses of your Team
BRUTAL HONESTY
Who is Your Contrarian Thinker?
OBJECTIVE: Identify your truth-teller. Overcome obstacles with courage, creativity, brutally honest feedback and transparency.
SEE THINGS DIFFERENTLY
Familiarity Breeds Complacency
OBJECTIVE: Contrarian thinkers often help teams see more. (Group exercise; “Count the “F”s).
LET THE OLD WAYS RULE
What Would Walt Do?
OBJECTIVE: Identify how your history hinders creativity. Avoid “What Would Walt Say?”
WE’RE SOOOO GOOD
Break the Mold & Move Beyond Arrogance
OBJECTIVE: Identify how your successes may hinder creativity. Recognize if your organization has a status quo or why change culture.
NO VICTIMS ALLOWED
Accept Responsibility & Evolve
OBJECTIVE: Identify how blame hinders creativity. Listen for the victim mentality “you statements” in your organization. Role model and transition these to “I statements”.
REMEMBER THE CUSTOMER
Recognize, Own & Minimize Problems
OBJECTIVE: Identify disconnects with internal and external customers. Recognize which obstacles you own and can minimize.
DIFFERENTIATE!
What do Your Customers Care About?
OBJECTIVE: Identify how you can better connect with customers and employees. Identify how you are capturing hearts and minds of your employees. Determine if words and actions are aligned.
WALK THE PARK
Capture Hearts & Minds
OBJECTIVE: Identify how you can transform information gathered by walking the park into improved employee relations and customer service.
NO SILOS!
Leverage Cultural Diversity
OBJECTIVE: Determine how your organization values cultural differences. Determine which organizational values connect all the different cultures.
CULTURE IS MORE THAN A COAT OF PAINT
Disney U 4 Circumstances
OBJECTIVE: Determine if your organization is taking a pro-active role in creating culture, or if your organizational culture is evolving by chance.
EMBRACE CREATIVITY
Value #1 Innovate
OBJECTIVE: Identify your organization’s most important value and how this is brought to life.
FROM NO BECAUSE TO YES IF
Value #2 Support
OBJECTIVE: Identify your YES opportunities. Identify how well leadership shows support of “The Show” (your employees, products, and services).
MARKETING GETS ‘EM IN THE DOOR, TRAINING KEEPS THEM IN!
Value #3 Educate
OBJECTIVE: Determine how much of your organization values learning. Determine if training curriculum and operational realities are aligned.
LAUGHTER IS NO ENEMY TO LEARNING
Value #4 Entertain
OBJECTIVE: Assess the effectiveness of your meetings and employee development. Identify if they are boring and forgettable, or if they are engaging.
THE GLOBE IS SHRINKING. IS YOUR BUSNESS EXPANDING?
Think Outside the Blocks
OBJECTIVE: Better connect with culturally diverse co-workers to identify marketing opportunities. (Group exercise; “Count The Squares”).
WHEN IS A TRAIN NOT A TRAIN?
Are We Looking at The Same Thing?
OBJECTIVE: Determine how effectively your team incorporates diverse viewpoints, cultures, or perspectives.
HOW CLEAN IS CLEAN?
Intercultural Communication
OBJECTIVE: Assess how to bridge cultural gaps using improved communication techniques.
THE WORLD IS CHANGING… ARE YOU?
Embrace Diversity
OBJECTIVE: Identify how to communicate effectively with various cultures.
ANTICIPATE!
Know Your Customer. Know Your Team
OBJECTIVE: Make a plan to anticipate clients and employee’s issues.
WHERE’S MY CAR?
Think for Your Customer
OBJECTIVE: Examine how to better manage customer and employee expectations and resolve problems in advance.
WHAT TIME IS THE 3:00 PARADE?
There Are NO Stupid Questions.
OBJECTIVE: Examine how to better manage the expectations of your customer’s to “plus the show”.
TIGGER TEAM BUILDING
The Power of Job-Sharing
OBJECTIVE: Reduce interdepartmental tension and increase teamwork via job-sharing and job knowledge.
LISTEN FOR SUCCESS
Transform Complaints into Compliments
OBJECTIVE: Understand how to turn a customer complaint into a competitive advantage.
RAPS SERVICE RECOVERY MODEL
Emotion Versus Information
OBJECTIVE: Learn to deal with complaints via a step-by-step active listening tool.
ARE YOU STUCK IN THE MIDDLE SEAT
We Control Our Attitude… Nothing Else.
OBJECTIVE: Learn about the triangle of success and use it as a framework for your personal success.
LIFE IS A JUGGLING ACT
Which Balls Are You Going to Drop?
OBJECTIVE: Sort your values. Are you juggling too many rubber balls at the expense of glass balls?
START STOP & CONTINUE
Turning Knowledge into Action
OBJECTIVE: Apply the Start, Stop, and Continue exercise to the final takeaways of this training.
DISNEY U WRAP UP
Inspiration from Three Disney Legends
Note: This chapter is automatically included as the closing video in the series.