Talking Point: The Disney Institute Blog

Coaching for performance excellence

March 13, 2012 by Stacey DiNuzzo, Public Relations Manager, Disney Institute

It is important to teach and train employees to focus on purpose rather than tasks. At Disney, our purpose is to create happiness for guests of all ages, everywhere. We look for opportunities to provide happiness and magic with the guest experience while doing a task. Stopping a task to fulfill a purpose creates magic for both cast members and guests.
Make sure everyone in your organization understands the ultimate goal; provide constructive criticism and schedule weekly meetings with managers. This way, everyone will be on the same page to fulfill your organization’s purpose. 

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Posted in Employee Engagement | Tagged Purpose, Performance Excellence, Training | 1 Comments

1 Responses to Coaching for performance excellence

  • Derek says:

    on April 09, 2012

    This is such an important concept in business and Disney nails it! On a recent visit to the Magic Kingdom in Walt Disney World, I sat down to have lunch with my family at Casey's Corner. While we enjoyed our meal, I became interested in watching one the "Sweepers" as he took meticulous care of the outside seating area and pathway that connects Main Street, U.S.A. and Adventureland. While some may think that his commander's intent was to keep the park clean, I saw him take numerous breaks to interact with the guests. If someone needed help finding their way, he stopped to point them in the right direction. If a guest walked by wearing a pin saying that it was their birthday, he stopped to wish them a Happy Birthday. It became clear to me that his commander's intent was to enhance the overall guest experience (and his secondary intent was to keep the park spotless). I really enjoy seeing organizations (like Disney) that share stories of employees (cast members) who fulfill their organization's purpose. Those stories really solidify the overall purpose in the minds of others that may be slightly unsure. Plus, it's such an awesome way to recognize those individuals that have walked the walk. Thanks for sharing this insight!

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