TEAMBUILDING SERIES Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Teambuilding series. INTRO | EMBRACE LEADERSHIP & SERVICE MAGIC From Ordinary to Extraordinary OBJECTIVE: Examine your own experience with the Disney organization and what you can do to become extraordinary. Note: This chapter is automatically included as the opening video in the series. FROM POT OF SOUP TO BULLION CUBE Simplify the Complex OBJECTIVE: Identify the guiding principles for your organization and create Crystal Clear Priorities (CCPs) SNOW WHITE NEVER HAS A BAD DAY All Business is Show Business OBJECTIVE: Identify Good Show and Bad Show in your organization. Determine how to maximize Good Show and minimize Bad Show. POPCORN EMPOWERMENT Create Service Superheroes OBJECTIVE: Find ways to empower your employees to deliver solutions with outstanding service. PARKING LOT PRINCIPLE Create Lasting Impressions OBJECTIVE: Improve the first and last impressions of your organizations customers. ESCAPE YOUR COMFORT ZONE Challenge Complacency OBJECTIVE: Get out of your comfort zone by creating a new action. Move beyond complacency and familiarity. (Group exercise; “Handwriting”). CHANGE OR PERISH Take a Ride on The S-Curve OBJECTIVE: Plan you company reinvention campaign honoring the past but also moving in a future direction. Learn about “S” curves and how to manage them. EVEN MONKEYS FALL FROM TREES Lead and Learn with Humility OBJECTIVE: Identify the weaknesses of your Team SEE THINGS DIFFERENTLY Familiarity Breeds Complacency OBJECTIVE: Contrarian thinkers often help teams see more. (Group exercise; “Count the “F”s). LET THE OLD WAYS RULE What Would Walt Do? OBJECTIVE: Identify how your history hinders creativity. Avoid “What Would Walt Say?” NO VICTIMS ALLOWED Accept Responsibility & Evolve OBJECTIVE: Identify how blame hinders creativity. Listen for the victim mentality “you statements” in your organization. Role model and transition these to “I statements”. REMEMBER THE CUSTOMER Recognize, Own & Minimize Problems OBJECTIVE: Identify disconnects with internal and external customers. Recognize which obstacles you own and can minimize. WALK THE PARK Capture Hearts & Minds OBJECTIVE: Identify how you can transform information gathered by walking the park into improved employee relations and customer service. ANTICIPATE! Know Your Customer. Know Your Team OBJECTIVE: Make a plan to anticipate clients and employee’s issues. WHERE’S MY CAR? Think for Your Customer OBJECTIVE: Examine how to better manage customer and employee expectations and resolve problems in advance. WHAT TIME IS THE 3:00 PARADE? There Are NO Stupid Questions. OBJECTIVE: Examine how to better manage the expectations of your customer’s to “plus the show”. TIGGER TEAM BUILDING The Power of Job-Sharing OBJECTIVE: Reduce interdepartmental tension and increase teamwork via job-sharing and job knowledge. LISTEN FOR SUCCESS Transform Complaints into Compliments OBJECTIVE: Understand how to turn a customer complaint into a competitive advantage. RAPS SERVICE RECOVERY MODEL Emotion Versus Information OBJECTIVE: Learn to deal with complaints via a step-by-step active listening tool. START STOP & CONTINUE Turning Knowledge into Action OBJECTIVE: Apply the Start, Stop, and Continue exercise to the final takeaways of this training. DISNEY U WRAP UP Inspiration from Three Disney Legends Note: This chapter is automatically included as the closing video in the series.
