Talking Point: The Disney Institute Blog

Good Communication Goes a Long Way

August 14, 2012 by Bruce Jones, Senior Programming Director, Disney Institute

Leaders have to make some difficult decisions on a day to day basis, and like everyone else, can often get caught up in their everyday tasks allowing some things to fall by the wayside. As a leader, your position requires that you take extra steps to ensure happiness with your customers or Guests, and also productivity of your employees.

Disney sees these two things as being inexorably intertwined, with one dependant on the other: If your employees are happy, it will translate to higher quality work, leading to more productivity and happier Guests.

One of the best ways, and believe it or not, least expensive, is extremely simple: Communication.
You, as a leader, have a unique opportunity to interact with your employees every day, and by simply lending a listening ear and genuinely caring about them, you are making an impact.

What is the easiest way?

Tune in – Schedule one-on-ones with your employees and actually listen. Intentionally spend 80 percent of the meeting listening and only 20 percent talking. This will show your employee that you care about what they are saying.

Tune out – Stop worrying about all your other distractions during the meeting! If you are looking at the clock or your phone, you aren’t listening. What kind of message does that send to your employee?

Remember this tip: High-quality communication can actively reinforce culture. This will translate to a happier work environment, which will then translate to better performance.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Leadership Excellence | Tagged Communication, Employees

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