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12 Management Lessons From Disney U

By Dennis McCafferty  |  Posted 05-06-2013

12 Management Lessons From Disney U

Teachable Moments  Walt Disney was known to say, "Laughter is no enemy to learning." Training sessions, as a result, combine humor and entertainment to increase the message’s impact.

12 Management Lessons From Disney U

Well Schooled  Lesson plans are simple, actionable and supported organization-wide, from park workers to the CEO.

12 Management Lessons From Disney U

Balanced Equation  Disney believes that strong corporate values make as much impact in engaging employees as incentives like gift and cash bonuses.

12 Management Lessons From Disney U

Buddy System  Disney has workers “shadow” each other for a day or week so they gain appreciation for what others in the company do.

12 Management Lessons From Disney U

Customer Facing  When interacting with customers, Snow White and other employees aren't allowed to have a bad day. (Privately, however, venting is fine.)

12 Management Lessons From Disney U

The Last Detail  Employees are taught that everything matters—that even a single out-of-order ride at a huge park isn't acceptable.

12 Management Lessons From Disney U

Garbage Time  Disney promotes an "Everyone picks up the trash" culture. No one is above doing any job.

12 Management Lessons From Disney U

Personal Touch  Guests are never simply referred to as "attendance numbers" or "per capita units." The human element is never lost.

12 Management Lessons From Disney U

Makeover Moment  Workers receive formal training on how to turn an unhappy customer into a loyal fan.

12 Management Lessons From Disney U

Unleashed Creativity  All employees are encouraged to pursue a "Mickey Mouse" breakthrough—an innovation that sets a lasting standard.

12 Management Lessons From Disney U

Flexible Thinking  Individual units have the freedom to adjust corporate policies to accommodate the local culture and environment.

12 Management Lessons From Disney U

Community Connections  Volunteer efforts are designed as employee leadership and team building opportunities.