Creating Magic - A Summary
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Creating Magic - A Summary



The slides summarize the 10 common sense leadership strategies by Lee Cockerell, former Executive Vice President of Walt Disney World Resort. Adopted from his book entitled "Creating Magic"

The slides summarize the 10 common sense leadership strategies by Lee Cockerell, former Executive Vice President of Walt Disney World Resort. Adopted from his book entitled "Creating Magic"



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    Creating Magic - A Summary Creating Magic - A Summary Presentation Transcript

    • Creating Magic: 10 Common Sense Leadership Strategies From a Life at Disney
    • About the book
      Written by Lee Cockerell, former Executive Vice President of Operations, Walt Disney World Resort
      Published in 2008 by Doubleday Publishing Group, United States of America
      266 pages
      ISBN 978-0-385-52386-8
      Available at Jarir Bookstore for SR79.00
    • “It’s not the magic that makes it work; it’s the way we work that makes it”
      • The above quote is the key to the book contents.
      • The author shared the common sense practices in leadership & management that proven to be powerful to be a successful leader & manager, but a lot of leaders & managers have forgotten it
      • The author shared the 10 common sense leadership principles that can be practiced by anyone, in almost every industry
      Content Summary
    • Strategy #1: Remember, Everyone is Important
      • Make sure that everyone matters and that everyone knows it.
      • Know your team
      • Let you team get to know you
      • Greet people sincerely
      • Reach out to everyone on your team
      • Make yourself available
    • Strategy #1: Remember, Everyone is Important (cont.)
      • Listen to understand
      • Communicate clearly, directly, and honestly
      • Stand up for the excluded
      • Forget about the chain of command
      • Don’t micromanage
      • Design your culture
      • Treat people as you would want your customers to be treated
    • Ask ourselves frequently what have you done to show that everyone is important and they know it
      Create an environment that makes every employee and customer feel special
      Treat everyone as an individual
      Spend time getting to know our employees
      Give every employee the information & resources to learn what he needs to know and acquire the skills he needs to have
      Give everyone, regardless of his position the opportunity to be heard
      Make yourself truly available to everyone on your team
      Suggested Action Steps
    • Strategy #2: Break the Mold
      • Be clear who’s responsible for what
      • Remember that responsibility and authority go hand in hand
      • Make every position count
      • Get as flat as you can
      • Eliminate overwork
      • Rethink the meeting structure
      • Anyone can take responsibility for change
      • Be prepared to take risks
      • Expect resistance
      • Don’t try to win every battle
      • You’re never really done
    • Suggested Action Steps
      Create structure in the organization that;
      • The operation runs fluidly in our absence
      • The lines of accountability, responsibility and authority are clear
      • Decisions are made easily and efficiently
      • Information flows to all levels smoothly
      • Answers get to the right people quickly
    • Strategy #3: Make Your People Your Brand
      • Define the perfect candidate
      • Don’t settle for a clone
      • Look for good people in unlikely places
      • Involve the team in the selection process
      • Select by talent, not by resume
      • Find a good fit
      • Hire people who are smarter and more talented than you
      • Describe the job completely
    • Strategy #3: Make Your People Your Brand (cont.)
      • Check out candidates personally
      • Ask revealing questions
      • Use structured interviews when possible
      • Find out what really matters to your applicants
      • If possible have candidates demonstrate their expertise
      • Select the best candidate, not the best one available
      • Look for people to nurture and promote
      • Constantly evaluate performance
      • Recognize when the job doesn’t fit the talent
      • Terminate quickly and kindly
      • Don’t lose touch with those you lose
    • Suggested Action Steps
      Think about what the perfect candidate would look like before we start recruiting new employees or promoting from within
      Select the best person for the job, not the best one available
      Consider carefully how a potential hire will blend in with the current team
      Involve team members at all levels in the interview & selection process
      Be willing to make difficult decisions about removing or reassigning talent that isn’t the right fit
    • Strategy #4: Create Magic Through Training
      • Give people a purpose, not just a job
      • Take your role as a teacher seriously
      • Become a COACH
      • Teach by example
      • Teach the principles of great service
      • Train people for magical moments and take 5s
      • Teach them how and where to spend their time
      • Communicate constantly
      • Give feedback immediately and effectively
      • Prepare them for the unexpected
    • Suggested Action Steps
      Ask ourselves “How many courses or program does the company offer & how many we personally conduct?”
      Take seriously our responsibilities as a teacher, coach and counselor in the organization
      Teach our employees how to perform the technical aspects of their roles and how to exceed customers’ expectations
      Create multiple ways to communicate regularly with the staffs
      Give constructive feedback promptly & effectively
      Remember, we’re teaching by example every minute of every day
      Make sure everyone understands what’s expected of him or her
    • Strategy #5: Eliminate Hassles
      • Ask what rather than who
      • Listen to your customers
      • Learn firsthand what’s working and what’s not
      • Constantly query people
      • Harvest process solutions from employees
      • Try an audit exchange program
      • Stay technically up-to-date
      • Think ahead
      • Look at your personal processes
      • Expect resistance
      • Periodically evaluate the changes you make
    • When a problem arises, seek out the process failure; don’t just look for someone to blame
      Make sure we have processes in place to prepare for problems before they arise
      Ask, “Why do we do it that way?” more often
      Ask ourselves, “How many ideas & suggestions for process improvements have I generated and tracked in the last thirty days?”
      Eliminate headaches from our personal routine by getting organized
      Suggested Action Steps
    • Strategy #6: Learn the Truth
      • Get out and about routinely
      • Get a ground-level view
      • Meet regularly with direct reports
      • Assemble small groups
      • Make them feel safe
      • Probe for the whole story
      • Answer the tough questions
      • Get formal feedback about yourself
      • Constantly evaluate your spending
    • Walk through employee and customer areas several times a day, especially at the beginning of the day
      Be visible in the workplace to employees and customers
      Follow through on every idea and concern the employees share with us. Always keep our word
      Find ways to create comfortable relationships with everyone in our workplace
      Experience the operation from the customers’ and employees’ points of view regularly
      Suggested Action Steps
    • Strategy #7: Burn the Free Fuel
      • Spend meaningful time with employees
      • Recognize employees by name
      • Catch them doing something right
      • Make it public
      • Include their families
      • Recognize and encourage good ideas
      • Give extra ARE to front line employees
      • Make ARE a natural part of your routine
      • Watch your language
    • Spend meaningful time with the employees and direct reports
      Make a point of remembering names and saying thank you
      Make a point of letting people know specifically what they’re doing right
      Coach and train employees on the spot in better ways to perform their jobs
      Greet everyone we come contact into with
      Suggested Action Steps
    • Strategy #8: Stay Ahead of the Pack
      • Be a knowledgeable sponge
      • Fill in your gaps
      • Master business fundamentals
      • Learn from the best
      • Learn from your competitors
      • Keep up with your colleagues
      • Study your customer base
      • Follow the compass
      • Expand your horizons
      • Keep the people you lead ahead of the pack
    • Stay current with industry & business trends as well as cultural trends and social movements
      Go on “best-practice trips” to learn from companies with great reputations
      Consistently ask the employees what the organization can do better
      Aggressively solicit information about the services and products our competitors offer
      Keep up with the changes in our industry by going to the right meetings, reading the right journals, and know the right people
      Suggested Action Steps
    • Strategy #9: Be Careful What You Say and Do
      • Demonstrate a passionate commitment to your role
      • Do what it takes to get the job done
      • Set high standards
      • Have a positive attitude
      • Look and carry yourself like a professional
      • Be a full-time professional—even when the curtain is down
      • Model personal ownership
      • Don’t lose your sense of humor
      • Be a great partner
      • Stay humble
    • Maintain a positive attitude, and make it contagious
      Always display passion and commitment
      Focus on collaboration rather than conflict in problem solving
      Create strong partnerships, and always be available when our partners need us
      Be a role model for professionalism. And remember, we are always onstage!
      Suggested Action Steps
    • Strategy #10: Develop Character
      • Anticipate ethical dilemmas
      • Live your values
      • Train for character, not just skill
      • Teach your values
    • Suggested Action Steps
      Know what we stand for, and live by those values every minute of every day
      Be kind, sensitive, and respectful to all, even when we are coaching and counseling them on their performance. A strong leader is a tough leader, not a hardhearted one
      Never humiliate anyone. We do not have the right to.
      Create a diverse workplace, and then respect the differences in everyone around us
      Take the time for relaxation and fun, and encourage the team to do the same