Create Magic Through Training

Strategy #4: Create Magic Through Training

Importance of Comprehensive Training: Training and development are integral to Disney's operational success. Thorough preparation of employees for routine operations and exceptional situations ensures both safety and service excellence. The exemplary training response was showcased when Hurricane Charley hit, as Cast Members efficiently secured the premises, demonstrating the value of repeated emergency preparedness drills.

Empowering Employees: Employees should be seen as individuals to be developed rather than merely workers performing tasks. This approach contributes to lower turnover rates and fosters a dedicated workforce. Leaders should actively engage in providing educational opportunities and developmental experiences to help employees prepare for future responsibilities.

Leadership and Training: Effective leaders do not delegate the entirety of training to human resources; they actively participate in educating their teams. The leadership’s involvement in training adds credibility and ensures the transmission of practical expertise. For instance, at Disney, executives teach specialized courses, which reinforces the importance of the training and shares firsthand knowledge.

Formal and Informal Learning: Disney’s approach combines structured training programs with informal, continuous learning opportunities. New hires start with the "Traditions" course, learning about the company’s history and standards of service, followed by role-specific training. Leadership potential is nurtured through active mentoring and extensive managerial training, inclusive of practical assessments.

Cultivating Service Excellence: Disney employees are trained to exceed guest expectations through personalized service, a practice embedded so deeply that it often leads to spontaneous acts of kindness. Designated training for creating 'Magical Moments' and 'Take 5s' teach staff to seize opportunities to make guest interactions memorable, enhancing the overall experience and building a loyal customer base.

Continuous Communication and Feedback: Using various platforms like internal newspapers, pre-shift meetings, bulletins, and one-on-one sessions ensures that training is ongoing and communication remains open. Feedback is given immediately and constructively, focusing on both reinforcing positive behaviors and correcting undesired ones.

Preparation for Unpredictability: Disney prepares its staff for various scenarios, including unexpected events, by using targeted training and simulations. This readiness allows employees to handle both minor inconveniences and major crises effectively, maintaining operational integrity and guest satisfaction under all circumstances.

Encouragement of Leadership and Development: Developing future leaders is key, with emphasis on personal growth and professional advancement. Leaders are encouraged to be coaches and mentors, profoundly impacting employee development and retention by creating an environment that supports continuous learning and improvement.

Action Steps: - Ensure every employee aligns with corporate culture and understands the organization’s mission and values. - Actively engage in teaching and coaching roles. - Provide clear explanations and expectations for every role, especially concerning guest experience. - Facilitate regular and diverse communication methods. - Offer timely and constructive feedback. - Encourage employees to seize opportunities for exceptional service moments. - Continuously test and reinforce knowledge and skills to maintain high standards of performance.