Creating Magic - A Summary

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"

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

2. Written by Lee Cockerell , former Executive Vice President of Operations, Walt Disney World Resort Published in 2008 by Doubleday Publishing Group, United States of America 266 pages ISBN 978-0-385-52386-8 Available at Jarir Bookstore for SR79.00 About the book

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

4. Make sure that everyone matters and that everyone knows it. Know your team Let you team get to know you Greet people sincerely Reach out to everyone on your team Make yourself available Strategy #1: Remember , Everyone is Important

5. Listen to understand Communicate clearly, directly, and honestly Stand up for the excluded Forget about the chain of command Don’t micromanage Design your culture Treat people as you would want your customers to be treated Strategy #1: Remember, Everyone is Important (cont.)

6. Ask ourselves frequently what have you done to show that everyone is important and they know it Create an environment that makes every employee and customer feel special Treat everyone as an individual Spend time getting to know our employees Give every employee the information & resources to learn what he needs to know and acquire the skills he needs to have Give everyone, regardless of his position the opportunity to be heard Make yourself truly available to everyone on your team Suggested Action Steps

7. Be clear who’s responsible for what Remember that responsibility and authority go hand in hand Make every position count Get as flat as you can Eliminate overwork Rethink the meeting structure Anyone can take responsibility for change Be prepared to take risks Expect resistance Don’t try to win every battle You’re never really done Strategy #2: Break the Mold

8. Create structure in the organization that; The operation runs fluidly in our absence The lines of accountability, responsibility and authority are clear Decisions are made easily and efficiently Information flows to all levels smoothly Answers get to the right people quickly Suggested Action Steps

9. Define the perfect candidate Don’t settle for a clone Look for good people in unlikely places Involve the team in the selection process Select by talent, not by resume Find a good fit Hire people who are smarter and more talented than you Describe the job completely Strategy #3: Make Your People Your Brand

10. Check out candidates personally Ask revealing questions Use structured interviews when possible Find out what really matters to your applicants If possible have candidates demonstrate their expertise Select the best candidate, not the best one available Look for people to nurture and promote Constantly evaluate performance Recognize when the job doesn’t fit the talent Terminate quickly and kindly Don’t lose touch with those you lose Strategy #3: Make Your People Your Brand (cont.)

11. Think about what the perfect candidate would look like before we start recruiting new employees or promoting from within Select the best person for the job, not the best one available Consider carefully how a potential hire will blend in with the current team Involve team members at all levels in the interview & selection process Be willing to make difficult decisions about removing or reassigning talent that isn’t the right fit Suggested Action Steps

12. Give people a purpose, not just a job Take your role as a teacher seriously Become a COACH Teach by example Teach the principles of great service Train people for magical moments and take 5s Teach them how and where to spend their time Communicate constantly Give feedback immediately and effectively Prepare them for the unexpected Strategy #4: Create Magic Through Training

13. Ask 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 organization Teach our employees how to perform the technical aspects of their roles and how to exceed customers’ expectations Create multiple ways to communicate regularly with the staffs Give constructive feedback promptly & effectively Remember, we’re teaching by example every minute of every day Make sure everyone understands what’s expected of him or her Suggested Action Steps

14. Ask what rather than who Listen to your customers Learn firsthand what’s working and what’s not Constantly query people Harvest process solutions from employees Try an audit exchange program Stay technically up-to-date Think ahead Look at your personal processes Expect resistance Periodically evaluate the changes you make Strategy #5: Eliminate Hassles

15. When a problem arises, seek out the process failure; don’t just look for someone to blame Make sure we have processes in place to prepare for problems before they arise Ask, “Why do we do it that way?” more often Ask 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 organized Suggested Action Steps

16. Get out and about routinely Get a ground-level view Meet regularly with direct reports Assemble small groups Make them feel safe Probe for the whole story Answer the tough questions Get formal feedback about yourself Constantly evaluate your spending Strategy #6: Learn the Truth

17. Walk through employee and customer areas several times a day, especially at the beginning of the day Be visible in the workplace to employees and customers Follow through on every idea and concern the employees share with us. Always keep our word Find ways to create comfortable relationships with everyone in our workplace Experience the operation from the customers’ and employees’ points of view regularly Suggested Action Steps

18. Spend meaningful time with employees Recognize employees by name Catch them doing something right Make it public Include their families Recognize and encourage good ideas Give extra ARE to front line employees Make ARE a natural part of your routine Watch your language Strategy #7: Burn the Free Fuel

19. Spend meaningful time with the employees and direct reports Make a point of remembering names and saying thank you Make a point of letting people know specifically what they’re doing right Coach and train employees on the spot in better ways to perform their jobs Greet everyone we come contact into with Suggested Action Steps

20. Be a knowledgeable sponge Fill in your gaps Master business fundamentals Learn from the best Learn from your competitors Keep up with your colleagues Study your customer base Follow the compass Expand your horizons Keep the people you lead ahead of the pack Strategy #8: Stay Ahead of the Pack

21. Stay current with industry & business trends as well as cultural trends and social movements Go on “best-practice trips” to learn from companies with great reputations Consistently ask the employees what the organization can do better Aggressively solicit information about the services and products our competitors offer Keep up with the changes in our industry by going to the right meetings, reading the right journals, and know the right people Suggested Action Steps

22. Demonstrate a passionate commitment to your role Do what it takes to get the job done Set high standards Have a positive attitude Look and carry yourself like a professional Be a full-time professional—even when the curtain is down Model personal ownership Don’t lose your sense of humor Be a great partner Stay humble Strategy #9: Be Careful What You Say and Do

23. Maintain a positive attitude, and make it contagious Always display passion and commitment Focus on collaboration rather than conflict in problem solving Create strong partnerships, and always be available when our partners need us Be a role model for professionalism. And remember, we are always onstage! Suggested Action Steps

24. Anticipate ethical dilemmas Live your values Train for character, not just skill Teach your values Strategy #10: Develop Character

25. Know what we stand for, and live by those values every minute of every day 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 Never humiliate anyone. We do not have the right to. Create a diverse workplace, and then respect the differences in everyone around us Take the time for relaxation and fun, and encourage the team to do the same Suggested Action Steps