Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Teambuilding 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. Note: This chapter is automatically included as the opening video in the series.
FROM POT OF SOUP TO BULLION CUBE Simplify the Complex
OBJECTIVE: Identify the guiding principles for your organization and create Crystal Clear Priorities (CCPs)
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.
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.
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).
LET THE OLD WAYS RULE What Would Walt Do?
OBJECTIVE: Identify how your history hinders creativity. Avoid “What Would Walt Say?”
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.
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.
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.
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.