Dan Weir from the YMCA of Long Island gave a presentation to staff about prioritizing engagement. He emphasized that staff having a sense of purpose beyond just a job is important, and that making all staff and families feel valued is key to a positive experience. He provided tips for staff such as actively listening, taking interest in others, and focusing on relationships rather than just transactions to build loyalty. The quality of interactions, especially during difficult moments, largely determines how experiences are rated. Maintaining enthusiasm, compassion, and a sense of fun will enhance the experiences families have.

1. Staff will
make
or
break
the experience
Dan Weir, YMCA of Long Island
dan.weir@ymcali.org

2. Goals for this session

3. Why the Y
prioritizes
staff engagement

4. Leave with tips
to keep yourself engaged

6. create a staff culture that is
based
on passion & purpose

14. All of the slides will be up by
tomorrow 10am at
DanLovesCamp.com

16. Sense of
Purpose
Everyone is
important
What our
families will
experience

17. Sense of
Purpose
Everyone is
important
What our
families will
experience

20. Sense of purpose,
not just a job

24. Mission Essence Vision

25. The YMCA of Long Island, Inc. is a charitable,
non-profit, community-based service
organization
dedicated to improving the quality of life of
children, adults and families
through programs that develop spirit, mind,
and body.

27. Essence:
what we our families
to feel

30. Vision:
what we
want to be

32. “He who has a why to live for can
bear almost any how.”
― Nietzsche

33. Sense of
Purpose
Everyone is
important
What our
families will
experience

34. Sense of
Purpose
Everyone is
important
What our
families will
experience

35. We crave
a sense of belonging

37. “When everyone matters and
everyone knows they matter,
employees are happy to come to
work and they’re eager to give you
their energy, creativity, and

38. “When people don’t feel included
they become apathetic and perform
at less than their full capacity.”

40. Drop-off
goes
poorly
The kid is
stressed
The kid is
miserable
The child goes
home miserable
The parent feels
guilt for
sending them
The parent
is stressed

42. Everyone is important

43. “Being chosen is the best gift
you can give to another
person.”
–Trevor Noah

44. Sense of
Purpose
Everyone is
important
What our
families will
experience

45. Sense of
Purpose
Everyone is
important
What our
families will
experience

47. Greet people sincerely

48. Make yourself available

49. Can’t? Explain why!

50. Listen to understand

51. Active Listening 101
• Body language
• Show empathy
• Let the person finish what they are saying
• Repeat back to the person what they are saying
• “So what I’m hearing you say….”
• Acknowledge what they experience
• “Wow that sounds like a lot….”
• Provide them appropriate feedback
• “Do you need anything?”

56. Affirm what’s good

57. Take an interest in others’ interests

58. Smile

59. Use names whenever possible

60. Avoid arguments

61. Admit faults quickly and emphatically

62. Engage with Empathy

63. Ask questions instead of giving direct
orders

64. From Hug Your Customer

65. “Extremely satisfied customers
are genuinely loyal.”

67. Children & adults have a similar view of
loyalty

68. Replace transactions with relationships

69. You have to like people

70. Fake it to you make it

71. A positive attitude is infectious

72. You are always on stage

74. Character development

75. Describe, Label, Praise

76. Never humiliate anyone

77. Be kind, sensitive, & respectful to all

78. Have fun!

80. We rate experiences
based on 2 key moments
1. The best of the worst moments – peaks
2. The ending

81. Break the script

82. Recognize accomplishments

83. Create shared connection

86. We are already the experts on this
1. Enthusiasm
2. Adventure
3. Creativity
4. Reflection
5. Balance
6. Compassion
7. Confidence
8. Common Sense
9. Humor
10.Appreciation
11.Resilience

87. Sense of
Purpose
Everyone is
important
What our
families will
experience

88. Sense of purpose,
not just a job

91. Everyone is important

93. It all starts with you

94. All of the slides will be up by
tomorrow 10am at
DanLovesCamp.com

95. Staff will
make
or
break
the experience
Dan Weir, YMCA of Long Island
dan.weir@ymcali.org