"The Disney Keys to Excellence" Masterclasses
Since 1986, Disney Institute has hosted over a million business professionals from more than 35 countries and 40 different industries. Thousands of small and large businesses including more than half of the Fortune 100 companies have benefited from . Through a variety of professional development programs and workshops, organisations from around the world have had the opportunity to “Experience the Business Behind the Magic” – strategies from one of the world’s most admired companies and the leader in creativity and innovation.
Facilitated by Disney leaders through a unique storytelling technique, these programs feature proven best practices, started by Walt Disney himself, that have withstood the test of time. Current Disney leaders draw from their own experience to illustrate how these strategies are executed in today’s competitive business environment.
A Powerful Series of Topics
These half-day events provide an overview of two of Disney’s Keys to Business Excellence:
Leadership Excellence BOOK YOUR PLACE NOW >>
Learn how effective leadership has been the catalyst at Disney to drive employee (Cast Member)/customer satisfaction and bottom-line results from the company’s inception to today.
Quality Service BOOK YOUR PLACE NOW >>
Explore world-renowned Disney principles for service excellence and discover how attention to detail creates a consistent, world-class service environment.
The Masterclasses will also draw upon the other three Keys to Business Excellence:
People Management
Discover proven techniques used to select, train , retain and communicated with employees, which consistently maintain the unique and interactive culture of Disney Destinations around the world.
Brand Loyalty
Explore techniques used to retain customers for life and identify reliable strategies to deliver more effectively on your brand.
Inspiring Creativity
Examine how leaders bring together organisation identify, structural systems and a collaborated culture to creative a steady flow of ideas that result in innovative products, service and experiences.
Program Descriptions
Disney Keys to Leadership Excellence
The Walt Disney Company is a storytelling company. The Disney product thrives on its ability to tell a story that connects to people’s emotions and the understanding and appreciation for this “power of story” contributes to the Disney difference in leadership.
In applying the “power of story”, Disney leader recognize that the people they lead are doing the same thing that an audience does with a character in a story: They are observing the behaviours of the leader to determine what the leader values. If the leader doesn’t “walk the talk”, both in productivity and behaviour, then his or her credibility is lost in the eyes of those that he or she leads. Every leader is telling a story about what he or she values.
Half day courses will provide an overview and cover extracts from the following content:
- Understand why a vision for the future is critical to success.
- Examine the strategies Disney leaders employ to align their personal vision with the organisations’ vision.
- Learn to unleash creativity in developing a vision for your area of influence.
- Communicate your vision and examine personal methods for inspiring commitment in others.
- Explore the values and behaviours that make leaders who can effectively communicate and live a vision.
- Discuss the barriers to gaining employee involvement in the future of a business.
- Discover the relationship between involvement and organisational structure and process.
- Examine the strategies that Disney leaders employ to help employees take ownership and get involved in the business.
- Explore the values and behaviours that make leaders effective and valuable.
- Discuss the two areas of performance for which Disney leaders are held accountable.
- Understand the relationship between performance accountability and organisational structure and process.
- Examine the strategies Disney leaders employ to develop the organisational structure and process.
- Explore the values and behaviours that make leaders effective parts of the organisation.
- Discuss how implementing a change in the organisation can affect its performance over time.
- Examine the strategies that Disney leaders employ to keep their teams constantly improving and reaching new goals.
- Explore the values and behaviours that will make leaders effective when dealing with change.
- Examine the strategies that Disney leaders employ to connect with people and sustain long-term success as leaders.
- Use storytelling to gather insight into your own leadership values.
- Explore the values and behaviours that can make you a leader of strong character.
- Examine how leaders in an organisation leave a lasting legacy by consistently modelling their leadership values.
Disney Keys to Quality Service
The Disney Keys to Quality Service are the result of half a century’s experience in exceeding customer expectations in the face of competition, growth and the public’s ever-changing tastes and attitudes. This Disney Institute program will show you the importance of attention to detail and how we train our Cast Members (employees) to treat our Guests (customers) as VIPs.
While the Disney organisation is not perfect, it has never lost sight of Walt’s goal to “give the public everything you can give them”. As a result, Disney has been successfully able to keep pace with progress while remaining firmly grounded in the traditions and values of The Walt Disney Company.
Half day courses will provide an overview and cover extracts from the following content:
- Learn the Disney demographic measurement methodology.
- Learn the Disney approach to psychographic measurement by identifying customers’ needs, wants, stereotypes and emotions.
- Apply examples of these measurement outcomes to any customer service environment.
- Define a common purpose and its importance.
- Understand purpose versus task enculturation.
- Define quality standards and their purpose.
- Understand the need for consistency in service delivery by 100% of an organisations’ employees.
- Examine ways that the Disney quality standards are applied to Cast Member roles in order to ensure consistent quality customer experiences.
- Explore the benefits of Disney training guidelines.
- Identify examples in which setting communicates strong messages that affect the delivery of quality services.
- Identify elements of setting that support the quality standards at Disney theme parks and resorts.
- Recognise how setting affects quality service in any organisation.
- Examine ways that processes align with quality standards to deliver quality service for both internal and external customers.
- Discover how processes support both the employee and enhance the customer experience.
- Discover a Disney tool for universally evaluating customer service opportunity.
The cost for each half day masterclass will be £195 + VAT per place.
If you wish to attend 2 masterclasses (full day) the cost will be £350 + VAT per place.
A VAT invoice will be raised upon receipt of your booking - please note cancellations cannot be reimbursed.