Creatingmagicsummary 100803071242-phpapp01 (1)

Creating Magic: 10 Common Sense Leadership Strategies From a Life at Disney

Written by Lee Cockerell, former Executive Vice President of Operations, Walt Disney World Resort

Published in 2008 by Doubleday Publishing Group, United States of America

266 pages ISBN 978-0-385-52386-8 Available at Jarir Bookstore for

SR79.00

About the book

“It’s not the magic that makes it work; it’s the way we work that makes it”

• The above quote is the key to the book contents. • The author shared the common sense practices

in leadership & management that proven to be powerful to be a successful leader & manager, but a lot of leaders & managers have forgotten it

• The author shared the 10 common sense leadership principles that can be practiced by anyone, in almost every industry

Content Summary

• Make sure that everyone matters and that everyone knows it.

• Know your team• Let you team get to know you• Greet people sincerely• Reach out to everyone on your team• Make yourself available

Strategy #1: Remember, Everyone is Important

• Listen to understand• Communicate clearly, directly, and honestly• Stand up for the excluded• Forget about the chain of command• Don’t micromanage• Design your culture• Treat people as you would want your customers to

be treated

Strategy #1: Remember, Everyone is Important (cont.)

Ask ourselves frequently what have you done to show that everyone is important and they know it

Create an environment that makes every employee and customer feel special

Treat everyone as an individual Spend time getting to know our employees Give every employee the information & resources to

learn what he needs to know and acquire the skills he needs to have

Give everyone, regardless of his position the opportunity to be heard

Make yourself truly available to everyone on your team

Suggested Action Steps

• Be clear who’s responsible for what• Remember that responsibility and authority go hand

in hand• Make every position count• Get as flat as you can• Eliminate overwork• Rethink the meeting structure• Anyone can take responsibility for change• Be prepared to take risks• Expect resistance• Don’t try to win every battle• You’re never really done

Strategy #2: Break the Mold

Create structure in the organization that;o The operation runs fluidly in our absenceo The lines of accountability, responsibility

and authority are clearo Decisions are made easily and efficientlyo Information flows to all levels smoothlyo Answers get to the right people quickly

Suggested Action Steps

• Define the perfect candidate• Don’t settle for a clone• Look for good people in unlikely places• Involve the team in the selection process• Select by talent, not by resume• Find a good fit• Hire people who are smarter and more talented

than you• Describe the job completely

Strategy #3: Make Your People Your Brand

• Check out candidates personally• Ask revealing questions• Use structured interviews when possible• Find out what really matters to your applicants• If possible have candidates demonstrate their

expertise• Select the best candidate, not the best one available• Look for people to nurture and promote• Constantly evaluate performance• Recognize when the job doesn’t fit the talent• Terminate quickly and kindly• Don’t lose touch with those you lose

Strategy #3: Make Your People Your Brand (cont.)

Think about what the perfect candidate would look like before we start recruiting new employees or promoting from within

Select the best person for the job, not the best one available

Consider carefully how a potential hire will blend in with the current team

Involve team members at all levels in the interview & selection process

Be willing to make difficult decisions about removing or reassigning talent that isn’t the right fit

Suggested Action Steps

• Give people a purpose, not just a job• Take your role as a teacher seriously• Become a COACH• Teach by example• Teach the principles of great service• Train people for magical moments and take 5s• Teach them how and where to spend their time• Communicate constantly• Give feedback immediately and effectively• Prepare them for the unexpected

Strategy #4: Create Magic Through Training

Ask ourselves “How many courses or program does the company offer & how many we personally conduct?”

Take seriously our responsibilities as a teacher, coach and counselor in the organization

Teach our employees how to perform the technical aspects of their roles and how to exceed customers’ expectations

Create multiple ways to communicate regularly with the staffs

Give constructive feedback promptly & effectively Remember, we’re teaching by example every minute of

every day Make sure everyone understands what’s expected of him

or her

Suggested Action Steps

• Ask what rather than who• Listen to your customers• Learn firsthand what’s working and what’s not• Constantly query people• Harvest process solutions from employees• Try an audit exchange program• Stay technically up-to-date• Think ahead• Look at your personal processes• Expect resistance• Periodically evaluate the changes you make

Strategy #5: Eliminate Hassles

When a problem arises, seek out the process failure; don’t just look for someone to blame

Make sure we have processes in place to prepare for problems before they arise

Ask, “Why do we do it that way?” more often Ask ourselves, “How many ideas & suggestions

for process improvements have I generated and tracked in the last thirty days?”

Eliminate headaches from our personal routine by getting organized

Suggested Action Steps

• Get out and about routinely• Get a ground-level view• Meet regularly with direct reports• Assemble small groups• Make them feel safe• Probe for the whole story• Answer the tough questions• Get formal feedback about yourself• Constantly evaluate your spending

Strategy #6: Learn the Truth

Walk through employee and customer areas several times a day, especially at the beginning of the day

Be visible in the workplace to employees and customers

Follow through on every idea and concern the employees share with us. Always keep our word

Find ways to create comfortable relationships with everyone in our workplace

Experience the operation from the customers’ and employees’ points of view regularly

Suggested Action Steps

• Spend meaningful time with employees• Recognize employees by name• Catch them doing something right• Make it public• Include their families• Recognize and encourage good ideas• Give extra ARE to front line employees• Make ARE a natural part of your routine• Watch your language

Strategy #7: Burn the Free Fuel

Spend meaningful time with the employees and direct reports

Make a point of remembering names and saying thank you

Make a point of letting people know specifically what they’re doing right

Coach and train employees on the spot in better ways to perform their jobs

Greet everyone we come contact into with

Suggested Action Steps

• Be a knowledgeable sponge• Fill in your gaps• Master business fundamentals• Learn from the best• Learn from your competitors• Keep up with your colleagues• Study your customer base• Follow the compass• Expand your horizons• Keep the people you lead ahead of the pack

Strategy #8: Stay Ahead of the Pack

Stay current with industry & business trends as well as cultural trends and social movements

Go on “best-practice trips” to learn from companies with great reputations

Consistently ask the employees what the organization can do better

Aggressively solicit information about the services and products our competitors offer

Keep up with the changes in our industry by going to the right meetings, reading the right journals, and know the right people

Suggested Action Steps

• Demonstrate a passionate commitment to your role

• Do what it takes to get the job done• Set high standards• Have a positive attitude• Look and carry yourself like a professional• Be a full-time professional—even when the curtain

is down• Model personal ownership• Don’t lose your sense of humor• Be a great partner• Stay humble

Strategy #9: Be Careful What You Say and Do

Maintain a positive attitude, and make it contagious

Always display passion and commitment Focus on collaboration rather than conflict in

problem solving Create strong partnerships, and always be

available when our partners need us Be a role model for professionalism. And

remember, we are always onstage!

Suggested Action Steps

• Anticipate ethical dilemmas• Live your values• Train for character, not just skill• Teach your values

Strategy #10: Develop Character

Know what we stand for, and live by those values every minute of every day

Be kind, sensitive, and respectful to all, even when we are coaching and counseling them on their performance. A strong leader is a tough leader, not a hardhearted one

Never humiliate anyone. We do not have the right to.

Create a diverse workplace, and then respect the differences in everyone around us

Take the time for relaxation and fun, and encourage the team to do the same

Suggested Action Steps