I’ve said it before and I’ll say it again, “I’m a HUGE fan of The Walt Disney Company.” As proof, I visited all 5 resorts and 11 theme parks…within a one year period! (In case you are curious, Walt Disney World (Orlando, FL) is my favorite.) In addition to my Disney experiences, I’m also fascinated by the inner workings of the Company. To date, I’ve read over 100 and own over 82 books related to The Walt Disney Company.
One of my latest reads is by Lee Cockerell, a former Executive Vice President, Operations, Walt Disney World Resort. In Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, he conveys the most important lessons he learned during his sixteen years at Disney and prior tenure at Hilton and Marriott.
Of the 10 Strategies detailed in the book, the one that most resonated with me was also the 1st discussed: Remember, Everyone is Important.1 Engagement begins with trust and inclusion. At Disney they use the acronym RAVE – Respect, Appreciate, and Value Everyone2 to define their approach.2 Mr. Cockerell offers 13 sub-strategies to consider:
- Make sure everyone matters…and that everyone knows it3
Help each individual understand their impact on the team, customer, Company, etc.
- Know Your Team4
Understand each individual’s needs and motivations.
- Let your team get to know you5
You are part of the team so be authentic and relatable.
- Greet people sincerely6
People like to be seen and acknowledged.
- Reach out to everyone on your team7
Everyone one your team has something to offer. Be careful of playing favorites.
- Make yourself available8
Be there when your people need you. Distance provides opportunity for issues to escalate.
- Listen to Understand9
Active listening is a skill too few mangers possess.
- Communicate clearly, directly, and honestly10
Help people know and understand what you need them to do.
- Stand up for the excluded11
Everyone wants to feel like they belong.
- Forget about the chain of command12
Don’t get bent out of shape if an employee bypasses the formal chain of command. Trust their judgement.
- Don’t micromanage13
Responsibility, authority, and accountability matter need to be clear for each employee.
- Design your culture14
Your company culture will impact your company’s success.
- Treat your people as you would want your customers to be treated15
If your employees feel they are special, they will pass along that feeling to your customers.
While you may not be as HUGE a fan as I am about The Walt Disney Company, the strategies you learn in this book will help make you a better employee, manager, and leader. Read it and begin creating your own magic.
What are your thoughts on the 1st Strategy: Remember, Everyone is Important? What books have you read that other Agents would find interesting? Make entries in the comments log below.
1 Cockerell, Lee. Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney. New York: Currency Doubleday, 2008. 32. Print.
2 ibid. p. 35
3 ibid. p. 36
4 ibid. p. 38
5 ibid. p. 39
6 ibid. p. 40
7 ibid. p. 41
8 ibid. p. 43
9 ibid. p. 46
10 ibid. p. 47
11 ibid. p. 48
12 ibid. p. 49
13 ibid. p. 50
14 ibid. p. 51
15 ibid. p. 53
Let’s Engage!
I’m Agent in Engagement Simpson…Gregory F Simpson.
Employee engagement is a critical mission. I hope I can count on your help! Subscribe to the RSS Feed to receive the latest intelligence/insights and/or register to make entries in the comments log.
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Learn more about me at gregoryfsimpson.com.
P.S. First contact? Welcome to the Agent In Engagement community. Explore and join fellow employee engagement operatives in targeting a known thief – alias: Disengagement. Together we can bring this thief to justice and make the world a better place for all companies and their employees.
Other recent Agent in Engagement data/reports by Agent Gregory F Simpson:
- Employee Engagement Intelligence Briefing: 2015.04.20 – 2015.04.24
- Veteran Employee Engagement Operative Insights: 04.13 – 2015.04.17
- ‘It’s Our Turn to Lead’: Employee Engagement on Earth Day 2015
- Employee Engagement Intelligence Briefing: 2015.04.13 – 2015.04.17
- Emojis for Employee Engagement
- Employee Engagement: Reaping What You Sow
- The Seemingly Never Ending April Fools’ Day! The Hoax of Employee Engagement.