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

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 ensure sustained 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 your 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.

Let the Old Ways Rule What Would Walt Do?

Objective: Identify how your history hinders creativity. Avoid “What Would Walt Say?”

We’re So 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 to change the culture.

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 the hearts and minds of your employees. Determine if words and actions are aligned.

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.

The Globe is Shrinking. Is Your Business Expanding? Think Outside the Blocks

Objective: Identify how to better connect with your culturally diverse co-workers to identify marketplace 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 employees’ issues.

Tigger Team Building The Power of Job-Sharing

Objective: Reduce interdepartmental tension and increase teamwork via job-sharing and job knowledge.

Listen for SuccessTransform 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.

Disney, U Wrap Up Inspiration from Three Disney Legends Note: This chapter is automatically included as the closing video in the series.