Communication

I saw a Disney cast member holler at a child once…

by

photo…and it was perfectly appropriate.

Disney cast members are highly trained in many ways.  You likely know of their magical customer service and commitment to staying in character, and making sure the parks run smoothly, but the order in which those commitments play out is not at all random.

Disney gives all staff (cast) a clear priority order of their Basics, or Keys:

1-Safety

2-Courtesy

3-Show

4-Efficiency

If everything is going well – no safety issues, everyone is cooperating, and no challenges to staying “in character,” then cast members are free to do whatever is most efficient to get things moving quickly for guests, whether it’s a line, or food, or a character interaction…

But they will let efficiency slide

Read more

Q: When can you criticize freely?

by

A: When the relationship is strong enough, AND, according to coach John Robinson: “Never criticize until the person is convinced of your unconditional confidence in their abilities.” When I think of the people in my life that I willingly take criticism and feedback from, without taking it personally (though my wife and friends may point … Read more

Being easy to work with! When your leader is an “Influence” type!!! :)

by

So, you’ve read your leader as an “I!” And, you want them to read this post!  Of course you do!!! But – things go better when we work to adapt ourselves, rather than trying to force others to change!  In fact, our adaptation can inspire others to change. (Have you read Leadership and Self-Deception yet?) [Are you getting tired of all the … Read more

Being easy to work with – when your leader is “Conscientious.”

by

So, you’ve read your leader as a “C.” And, you want them to read this post.  Of course you do. But – things go better when we work to adapt ourselves, rather than trying to force others to change.  In fact, our adaptation can inspire others to change. (Have you read Leadership and Self-Deception yet?) Consider this as a goal: Be easy … Read more

Effective Leaders are Specific – a BRIEF case study reminder

by

From yesterday, an email exchange that took a bit too long: Them: Dear Group Traveler, Thank you for booking your Group with Southwest Airlines. The attached Travel Agreement contains your itinerary, instructions on how to complete your Group reservation, and Group policies…. Me: If in the next week, I wanted to add 6 seats at … Read more

Being easy to work with – when your leader is a “Steadiness”

by

So, you’ve read your leader as an “S.” And, you want them to read this post.  Of course you do. But – things go better when we work to adapt ourselves, rather than trying to force others to change.  In fact, our adaptation can inspire others to change. (Have you read Leadership and Self-Deception yet?) Consider this as a goal: Be easy … Read more

DiSC in Action — leading as a “C”

by

Information on reading the C (Conscientiousness) styles, and implications for leadership: Following the steps of people-reading,  we learn that someone who tends to be “skeptical and challenging,” and “cautious and reflective,” likely fits the profile of a “C” style. “C” leaders tend to be strong in the areas of Integrity, Self-Impovement planning, and clear Communication, … Read more

DiSC® in Action – Why I Like It

by

Here’s one reason I love DiSC®: you can put it to work immediately. Consider an individual whom you’re having a bit of difficulty connecting with, and you call this a “personality conflict.” Ask yourself: Is the person more fast-paced and outspoken? Or, are they more cautious and reflective?Then ask, is this person more questioning and … Read more