Day 4 - Tuesday, May 24 - Part 1: Another Day at the Disney Institute
The plan for the day: My training class would go from 7:30 AM to 6:30 PM. Stephanie and the kids planned to visit Epcot all day, and then we'd meet up at Epcot around 6:30 PM and spend the rest of the evening together… taking advantage of Extra Magic Hours from 9:00 PM to 11:00 PM.
My training course included breakfast and lunch each of the remaining days, so I woke up got ready, and headed down for breakfast at 7:30 AM.
Approaching our conference room, there was a buffet outside the doors.
I'm not a huge egg person, so I skipped the omelets/casserole/whatever. Next was maple roasted sweet potatoes. And lastly, there was turkey sausage patties. Uhm… boring! Where's the Disney bacon and Mickey waffles?!?! I loaded up my plate with some fruit and a pastry. Good enough!
So this second day was about establishing values and vision. The importance for leaders to be deliberate in their communications related to these topics. How leaders need to align their personal values with company values, and also smaller divisional/departmental values. (People are most successful when all three value sets are aligned with each other.)
Again, purposefully trying to be vague on the above as to not give away the secrets.
We also learned about Disney's values, leadership principles, and the Four Keys that cast members abide by. The four keys aren't a secret, so I assume it's fine to speak about those here. It's one thing for an organization to say they have a set of values, but how do they explain what the associated behaviors should look like? For Disney, they use the Four Keys: Safety, Courtesy, Show, and Efficiency.
Each of those has a set of defined behaviors. For example, Courtesy lists: I project a positive image and energy; I am courteous and respectful to Guests of all ages; I go above and beyond to exceed Guest expectations.
Anyway, without giving the super play by play for the day, we went through all the above in the morning. Had a buffet lunch. Which was fine. Not amazing. I can't remember exactly what was served, salad, meatballs or something, pulled pork sandwiches. Etc. I remember feeling a bit disappointed between breakfast and lunch on this first day. Not sure why, but I had expected it to be a little more "magical" and less like a lunch you'd get at any other training conference at any random city.
After lunch, we had class for another couple hours and then had a 30 minute break. The goal was to be back in time to head to the Magic Kingdom at 3:00 PM.
I took the 30 minutes to go explore the Boardwalk myself. I walked around the pool, visited the shops, and walked end to end. It was a nice break.
And when I arrived, it was snack time.
Magical snack time!!! All the Mickey Bars and Mickey Ears Rice Krispy Treats you wanted. LOL!!!!
Oh, and you'll notice they had fruit and pretzels for those wishing to avoid a sugar rush.
I'm cool with sugar, so I grabbed one of each. Mickey Bar for now, rice krispy for later!
Now, we're talking!
After everyone arrived back in the room, we headed out to the bus.
So the purpose of this activity was to spend time in the parks observing cast members demonstrate the leadership principles and the four keys first hand. It was very organic (as in we had the choice to randomly interact with whomever we wanted) and most didn't know we would be in the park that day. Yet again, being vague on purpose here.
We hopped on the bus and drove backstage again. This time we entered the park between Tony's and where the old hat store used to be in the front of Main Street.
Heading down Main Street…
OK. Now THIS is a training course!
Our small group (of 6) headed to Pirate's of the Caribbean first. We interacted with a couple cast members and did observe several of the four keys being enacted. Cool!
Next we circled around to Fronteirland and spoke to a pretty high up manager who had been there for 40 years, a lady who managed stuff at Pecos Bills, and a more frontline guy. Great stories and great interactions with these three cast members.
Then we headed towards Jungle Cruise, since it was used heavily in a few training examples earlier in the day, we thought it would be fun to experience while all that was fresh. But we couldn't pass up a Dole Whip on the way.
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They were super efficient in how they managed the lines (yes, one of the four keys), but I think it was at expense of Show and Courtesy as the lady who took my order hardly even made eye contact with me. They were working super hard to keep the long lines down, but not very friendly.
[URL='https://flic.kr/p/HLt8FB']
The line for Jungle Cruise was 40 minutes. Actually not bad, but we wouldn't have enough time to wait in line, ride the ride, and get back to our rendezvous point in time. Instead, we struck up a conversation with a cast member who turned out to be a VIP tour guide. Now
that was an interesting conversation!!! He had actually given tours before to celebrities that we all were familiar with, but that day, he was guiding a traditional family through the park.
Next up, we spotted some younger people at the Skipper Canteen. They looked fun, so I went up and approached them. (So much for me being shy, I was in my groove by then.) Fantastic group! We learned about a TON of stuff from them. And boy, everyone we spoke to really enjoyed and took pride in their jobs. How cool! And yes, we learned that Disney is indeed very intentional it's training of their values, culture, and whatnot.
Heading back to the hub to catch up with the other 44 people. Ha!
The street party parade came by, so we all stayed a little longer to watch it. (I actually hate this one, but I was a good sport.)
A few minutes later, we exited through a Cast Member only exit.
And then we were on our way back to the Boardwalk Inn around 6:30 PM. I had everything that I needed, so I skipped going to the room, and headed out towards Epcot's World Showcase entrance.
I had texted Stephanie earlier and they were in Mexico, so I headed that way…
Stay tuned, and Stephanie will then give us an update on how their day went. Spoiler alert: They visited Joy and Sadness first!!![/url]