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Creating Magic - A Summary


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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

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