The book 'Creating Magic' by Lee Cockerell outlines ten common sense leadership strategies derived from his experience at Disney, emphasizing the importance of treating every employee and customer as valuable. The strategies include fostering a supportive culture, prioritizing effective training, and maintaining open communication while also encouraging ethical behavior among leaders. Cockerell argues that these principles can be universally applied to enhance organizational effectiveness and employee satisfaction.

1. Creating Magic: 10 Common Sense Leadership Strategies From a Life at Disney

2. About the bookWritten by Lee Cockerell, former Executive Vice President of Operations, Walt Disney World ResortPublished in 2008 by Doubleday Publishing Group, United States of America266 pagesISBN 978-0-385-52386-8Available at Jarir Bookstore for SR79.00

3. “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.

4. 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

5. The author shared the 10 common sense leadership principles that can be practiced by anyone, in almost every industryContent Summary

6. Strategy #1: Remember, Everyone is ImportantMake sure that everyone matters and that everyone knows it.

7. Know your team

8. Let you team get to know you

9. Greet people sincerely

10. Reach out to everyone on your team

11. Make yourself availableStrategy #1: Remember, Everyone is Important (cont.)Listen to understand

12. Communicate clearly, directly, and honestly

13. Stand up for the excluded

14. Forget about the chain of command

15. Don’t micromanage

16. Design your culture

17. Treat people as you would want your customers to be treatedAsk ourselves frequently what have you done to show that everyone is important and they know itCreate an environment that makes every employee and customer feel specialTreat everyone as an individualSpend time getting to know our employeesGive every employee the information & resources to learn what he needs to know and acquire the skills he needs to haveGive everyone, regardless of his position the opportunity to be heardMake yourself truly available to everyone on your teamSuggested Action Steps

18. Strategy #2: Break the MoldBe clear who’s responsible for what

19. Remember that responsibility and authority go hand in hand

20. Make every position count

21. Get as flat as you can

22. Eliminate overwork

23. Rethink the meeting structure

24. Anyone can take responsibility for change

25. Be prepared to take risks

26. Expect resistance

27. Don’t try to win every battle

28. You’re never really doneSuggested Action StepsCreate structure in the organization that;The operation runs fluidly in our absence

29. The lines of accountability, responsibility and authority are clear

30. Decisions are made easily and efficiently

31. Information flows to all levels smoothly

32. Answers get to the right people quicklyStrategy #3: Make Your People Your BrandDefine the perfect candidate

33. Don’t settle for a clone

34. Look for good people in unlikely places

35. Involve the team in the selection process

36. Select by talent, not by resume

37. Find a good fit

38. Hire people who are smarter and more talented than you

39. Describe the job completelyStrategy #3: Make Your People Your Brand (cont.)Check out candidates personally

40. Ask revealing questions

41. Use structured interviews when possible

42. Find out what really matters to your applicants

43. If possible have candidates demonstrate their expertise

44. Select the best candidate, not the best one available

45. Look for people to nurture and promote

46. Constantly evaluate performance

47. Recognize when the job doesn’t fit the talent

48. Terminate quickly and kindly

49. Don’t lose touch with those you loseSuggested Action StepsThink about what the perfect candidate would look like before we start recruiting new employees or promoting from withinSelect the best person for the job, not the best one availableConsider carefully how a potential hire will blend in with the current teamInvolve team members at all levels in the interview & selection processBe willing to make difficult decisions about removing or reassigning talent that isn’t the right fit

50. Strategy #4: Create Magic Through TrainingGive people a purpose, not just a job

51. Take your role as a teacher seriously

52. Become a COACH

53. Teach by example

54. Teach the principles of great service

55. Train people for magical moments and take 5s

56. Teach them how and where to spend their time

57. Communicate constantly

58. Give feedback immediately and effectively

59. Prepare them for the unexpectedSuggested Action StepsAsk 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 organizationTeach our employees how to perform the technical aspects of their roles and how to exceed customers’ expectationsCreate multiple ways to communicate regularly with the staffsGive constructive feedback promptly & effectivelyRemember, we’re teaching by example every minute of every dayMake sure everyone understands what’s expected of him or her

60. Strategy #5: Eliminate HasslesAsk what rather than who

61. Listen to your customers

62. Learn firsthand what’s working and what’s not

63. Constantly query people

64. Harvest process solutions from employees

65. Try an audit exchange program

66. Stay technically up-to-date

67. Think ahead

68. Look at your personal processes

69. Expect resistance

70. Periodically evaluate the changes you makeWhen a problem arises, seek out the process failure; don’t just look for someone to blameMake sure we have processes in place to prepare for problems before they ariseAsk, “Why do we do it that way?” more oftenAsk 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 organizedSuggested Action Steps

71. Strategy #6: Learn the TruthGet out and about routinely

72. Get a ground-level view

73. Meet regularly with direct reports

74. Assemble small groups

75. Make them feel safe

76. Probe for the whole story

77. Answer the tough questions

78. Get formal feedback about yourself

79. Constantly evaluate your spendingWalk through employee and customer areas several times a day, especially at the beginning of the dayBe visible in the workplace to employees and customersFollow through on every idea and concern the employees share with us. Always keep our wordFind ways to create comfortable relationships with everyone in our workplaceExperience the operation from the customers’ and employees’ points of view regularlySuggested Action Steps

80. Strategy #7: Burn the Free FuelSpend meaningful time with employees

81. Recognize employees by name

82. Catch them doing something right

83. Make it public

84. Include their families

85. Recognize and encourage good ideas

86. Give extra ARE to front line employees

87. Make ARE a natural part of your routine

88. Watch your languageSpend meaningful time with the employees and direct reportsMake a point of remembering names and saying thank youMake a point of letting people know specifically what they’re doing rightCoach and train employees on the spot in better ways to perform their jobsGreet everyone we come contact into withSuggested Action Steps

89. Strategy #8: Stay Ahead of the PackBe a knowledgeable sponge

90. Fill in your gaps

91. Master business fundamentals

92. Learn from the best

93. Learn from your competitors

94. Keep up with your colleagues

95. Study your customer base

96. Follow the compass

97. Expand your horizons

98. Keep the people you lead ahead of the packStay current with industry & business trends as well as cultural trends and social movementsGo on “best-practice trips” to learn from companies with great reputationsConsistently ask the employees what the organization can do betterAggressively solicit information about the services and products our competitors offerKeep up with the changes in our industry by going to the right meetings, reading the right journals, and know the right peopleSuggested Action Steps

99. Strategy #9: Be Careful What You Say and DoDemonstrate a passionate commitment to your role

100. Do what it takes to get the job done

101. Set high standards

102. Have a positive attitude

103. Look and carry yourself like a professional

104. Be a full-time professional—even when the curtain is down

105. Model personal ownership

106. Don’t lose your sense of humor

107. Be a great partner

108. Stay humbleMaintain a positive attitude, and make it contagiousAlways display passion and commitmentFocus on collaboration rather than conflict in problem solvingCreate strong partnerships, and always be available when our partners need usBe a role model for professionalism. And remember, we are always onstage!Suggested Action Steps

109. Strategy #10: Develop CharacterAnticipate ethical dilemmas

110. Live your values

111. Train for character, not just skill

112. Teach your valuesSuggested Action StepsKnow what we stand for, and live by those values every minute of every dayBe 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 oneNever humiliate anyone. We do not have the right to.Create a diverse workplace, and then respect the differences in everyone around usTake the time for relaxation and fun, and encourage the team to do the same