EMPLOYEE TRAINING & DEVELOPMENT, EMPOWERMENT SERIES
Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Employee Training & Development, Empowerment series.
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.
FROM POT OF SOUP TO BULLION CUBE Simplify the Complex
OBJECTIVE: Identify the guiding principles for your organization and create Crystal Clear Priorities (CCPs)
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.
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”).
EVEN MONKEYS FALL FROM TREES Lead and Learn with Humility
OBJECTIVE: Identify the weaknesses of your Team
SEE THINGS DIFFERENTLY Familiarity Breeds Complacency
OBJECTIVE: Contrarian thinkers often help teams see more. (Group exercise; “Count the “F”s).
REMEMBER THE CUSTOMER Recognize, Own & Minimize Problems
OBJECTIVE: Identify disconnects with internal and external customers. Recognize which obstacles you own and can minimize.
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.
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 memorable and engaging.
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”.
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.
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.