Dreaming Disney - 50 Years of Magical Learnings

 

Professionally, I have spent over 20 years in education. This has always put the Disney Institute courses on my radar. But they were dreams. I could not afford this training which primarily was site-based courses where one might also get to visit a theme park. I mean I am down with combining education and theme parks.

The pandemic changed everything.

Education went online, including the Disney Institute.

 

In 2022, I had to change a lot about my life due to the pandemic’s impacts. As I reviewed my next steps, I also ran across an online Disney Institute course celebrating the 50th anniversary of Walt Disney World. My wife and I decided to sign me up partially to entertain me, and partially to keep me thinking about the business world. I think we both decided that the course was going to be highly fact and trivia based. Instead, I got a business-focused management course that one could place on LinkedIn…if others understood exactly what the course entailed.

“50 Years of Magical Learnings” is a 30-plus module course that combines Walt Disney World Resort history and business principles. Each lesson uses a variety of text, video, interactive activities, and journaling to convey business lessons seen in the history of Walt Disney World. The segments can take anywhere from 15 minutes to an hour to complete. Topics explored include employee recognition, continuous improvement, telling a story, customer service, safety and so much more. Seven of the lessons include insights for Disney executive George A. Kalogridis who served as the 50th Anniversary Ambassador, which allow him to reflect on his professional journey as he moved through the resort leadership.

The content varied in content, but the majority of it was helpful and relevant to a professional journey. Instead of completing a course in one sitting, I spaced it out for nearly a year trying to complete one module a week. My payment did give me access for a year. And during the year new modules were released as they further developed the course. It provided me with a good professional development opportunity that I controlled and could drop in and out of as needed. I will admit I did struggle at times with some of the journaling as my career path went up and down a few different roads. I enjoyed it, professionally, as it framed issues within a familiar to me setting. And the content and videos were professionally developed.

Financially did it make sense? Pre-pandemic these courses were well outside of my price range and I did pay out of pocket. The course at the time I enrolled was $399. We found a deep discount that made it even more financially viable. And since I spent a year engaging the content it felt like an investment in me. The courses on leadership, employee engagement, and customer service are listed as taking 45 to 60 minutes for a cost of $199. Therefore, I found myself feeling like I got a steal for the year. I do intend to add the completed course to my LinkedIn. My only worry with this choice is that someone might think it is a trivia course and not a business course. But hey, that wouldn’t be the first Disney-related business entry on my resume. I also am considering paying out of pocket for an additional shorter course.

“50 Years of Magical Learnings” may attract Disney fans with the promise of stories and facts about the Walt Disney World Resort. But it is packed with leadership and business content wrapped into a well-produced professional development course. I do prefer the way I managed my course completion allowing myself to marinate and reflect on the lessons instead of rushing quickly through the lessons while they jumped past my eyes without thought.

Let’s be real. Unlike required corporate learning, I paid for this. And hey…Mickey Mouse!

Between Books - Career Magic

 

My career combines operations, customer service, leadership, and relationship building. And being a big Disney fan introduced me to former Disney executive Lee Cockerell. I have a fairly robust intellectual diet of the former Executive Vice-President of Operations, Walt Disney World Resort’s thoughts and best practices. Cockerell recently updated one of his books I had not read before, so I jumped on the pre-order as it suddenly seemed very relevant in today’s current job-seeking world.

Career Magic: How to Stay on Track To Achieve a Stellar Career by Lee Cockerell has recently been updated. Cockerell in podcasts and presentations has stated that he was dissatisfied with the editing of the first edition and that this revised edition cleans up editing errors. Career Magic narratively follows a life and career. Cockerell outlines his steps from a poor family in Oklahoma, a short stint in college, joining the Army, and then starting a hospitality career. Cockerell started at the lowest levels as a banquet server and leveraged his growing experiences into leadership positions at Hilton and Marriott. As an executive, Disney recruited Cockerell to join the Disneyland Paris opening team before he moved to Walt Disney World where he finished a career earning a window on Main Street. The book ends with Cockerell’s current retirement life as a consultant and speaker. In each chapter, Cockerell recounts his career story, connects his story to lessons he learned, and then finishes the chapter with summary statements of his career lessons.

Jobs and careers are a big topic right now. So let’s start with what this book is not. This is not a job-seeking how-to book. Anyone wanting hints and tips in getting hired by Disney or maximizing a job search will be disappointed. Cockerell does not share his ideas on using LinkedIn or his favorite resume format. So those seeking a resource on the nuts and bolts of their job search will not find tactics here.

Instead, this is a career book! Again, not tactics but really this is a book that highlights strategy. For me, I see two main themes; relationship and excellence. I really see relationship as being tied to leadership for Cockerell. He will remind his readers that he was rarely given leadership training as his career advanced. And so he often had to grow this area. As I read his journey, it seemed to me that as he grew as a manager and leader, this was really expressed in his relationships. You see Cockerell grow as a leader and executive in how he treated others. And Cockerell advocates for interactions that are respectful and emphatic. Basically, to grow a career, be nice! Second Cockerell’s journey and growth is tied to his continued excellence in assigned tasks. He took on positions that often pushed his current capabilities. He threw himself into understanding these jobs and then executing on expectations. This excellence often lead to him being noticed and advanced. And while he did have setbacks in his career, he still focused on the task at hand which allowed others to observe his execution and keep him in mind for future advancements.

Writing style, the text is very approachable and feels like Cockerell’s voice in text form. Cockerell is recounting his professional journey and the writing, and perhaps updated editing, provide an easy-to-follow story, even for those lacking a hospitality background. He also does a good job of providing easy-to-understand lessons that are directly tied to his career progress.

So many professionals in the current state of the world are reflecting on job seeking and careers. Career Magic provides professionals with many considerations while considering the next strategic steps and potential job changes. Those who are facing obstacles, perhaps they will find hope that relationship and excellence can create a career legacy of success. For those professionals who are also Disney fans, they will find two chapters on Disney parks operations that may spark additional interest. Lee Cockerell provides us with content to reflect on as we all look to create a career that satisfies and interests us.

 

This post contains affiliate links, which means that Between Disney receives a percentage of sales purchased through links on this site. 

Between Books - The Customer Rules

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell presents the former Disney executive's thoughts on providing excellent customer service.  Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service.  Cockerell's chapters generally focus on relationship building, preparation, and going beyond expectations.  In many ways his guidance aligns with his granddaughter's most basic advice, "Be Nice!"  The book's advice ranges from being prompt, understanding new technology, copying the best services of others and relationship relationship relationship.

Honestly, for listeners of Cockrell's podcast, the tone and even some of the advice is far from shocking.  Cockerell's thoughts really match the guidance he gives on a weekly basis with a focus on relationship and thoughtful service.  But the Customer Rules has an advantage that the podcast lacks, you can easily share the book to someone who may not enjoy podcasts or not be open to Cockerell as a "Mickey Mouse" executive.  Cockerell's advice here is not overly focused on Disney, again allowing the non-fan to buy into the book.  And the chapters are short enough one could easily read them on the commute or in the cough cough bathroom.

I do not think of myself as someone who provides customer service.  But as Cockerell points out it is everyone's job.  And in the midst of reading the book I was challenged with a situation that made me ask what would Lee Cockerell do?  How can I give this person something allowing them to move forward when I need to say no?  Because The Customer Rules is a great reminder that we all provide service to others and the foundation of supporting their needs is relationships.  In the end, we probably should just be nice!

Between Books - Creativity, Inc.

Creativity Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration by Ed Catmull with Amy Wallace provides Catmull's insights into management and animation history.  Many readers may assume that Creativity Inc. is either an autobiography or a personal history of Pixar.  And while there are elements of both, the text is really Catmull's reflections on both innovation and management.  Catmull uses history and personal narrative to provide other managers and innovators insight into his own career.  The episodes reflected on include his own early education and steps into animation, the establishment and then sale of Pixar, success under the ownership of Steve Jobs and later its purchase by Disney including expanded roles at Disney.  His review of history includes his relationship with the at times mercurial Jobs, the Pixar Brain Trust and it's function, and how Catmull and John Lasseter transitioned from Pixar to Disney leadership.

Creativity Inc. is a really good book!  Honestly it is something that managers and innovates need on their bookshelf not just Disney fans.  Catmull is largely honest about his mistakes and missteps that Pixar took under his direction.  Not everything Catmull attempted was a success, including attempts to revolutionize production.  And he shows us how a company losing its vision and edge can at falter after early overwhelming success.  

One of the chief themes in Catmull's leadership is candor.  Catmull and John Lasseter require it.  They make it clear what candor is and is not.  And how candor can be squashed by a inappropriate tone.  One of the examples used throughout the book is the famed Pixar Brain Trust.  Catmull describes its rules including that Pixar directors can and do ignore its advice.  And he explains that everyone is able to provide guidance.  These sessions are meant to hone the director's vision and improve the story.  And largely they do help Pixar to make some of the best animated features in the world.  If I was to criticize Catmull for anything it would be that he does not address claims that the candor of these meetings is not as described, with some not always feeling like they are able to share.  Also, I would say that Catmull does ignore some negative elements of Pixar history like the removal of Alvy Ray Smith, a Pixar co-founder.  In short he is not always candid.    

One of the things that I found fascinating is that Catmull made sure with his transition to Disney leadership that he kept the two animation units separate with clear separate structures.  The two would not mix or help each other.  That way they each could retain separate and clear identities, goals and projects.  Additionally, they chose to retain the one Disney animation executive everyone thought Catmull and Lasseter would remove, Andrew Millstein the head of Circle 7 Productions which produced sequels.  An early goal for the new leaders was no more cheap sequels.  Instead they made him general manager of the studio as he caught their vision.  Still there missteps as Catmull and Lasseter worked to overcome Pixar concerns they had lessened their attention on Pixar.  

Creativity Inc. is a great management and innovation book.  I could easily see reading it on a regular basis with using it for occasional innovation advice.  The book helps reinforce, in his own words, Catmull as a leadership and innovation leader.

Between Books - The Disney Way Interview

After reading The Disney Way Third Edition, author Bill Capodagli agreed to take a few questions about the book and Disney management that were inspired by the book.

Between Disney:  I have read a lot of Disney management/business books, but this one really seems relevant to the non-Disney fan.  For the non-Disney fan who might think of Disney as a Mickey Mouse affair.   Why should the non-fan care about the Disney Way?

Capodagli:  The Walt Disney Company is more than just a benchmark for the entertainment and hospitality industries.  Walt Disney World has the fifth largest laundry in the world, the largest in the US. It is a production facility that processes thousands of costumes, bedding, towels and linens every single day.  Cast members work hard in the heat, and they are paid a little bit more than minimum wage. Yet, there is less than 5 percent turnover in that facility.  Disney also has world-class maintenance facilities; they maintain hundreds of miles of roads on their properties; and they staff departments such as Horticulture and the Living Seas with experts in their fields. Pick any process...Disney has likely mastered it; any organization can learn from Disney’s example beyond the world of “Mickey Mouse.”


Between Disney:  I really resonate to the partnership materials in the book.  Disney really seems to operate best when a strong partnership is in place with Walt/Roy, Eisner/Wells Lasseter/Catmull.  How can we foster this type of relationship building in our own workplaces?

Capodagli: Within organizations, relationship building requires two important factors, the first of which is clarifying individual accountabilities.  Employees need to clearly understand their individual roles, and secondarily, they need to understand how their roles complement those of others to produce what Disney calls the “good show” experience.  However, there is one more factor that is critical to long-lasting successful relationships – mutual respect and trust.  One great example is the “loving kindness” culture of Acts Retirement-Life Communities, a FEATURED ORGANIZATION in the 3rd edition of The Disney Way.  All the best partnerships in history – from Walt and Roy Disney to John Lasseter and Ed Catmull – were based upon mutual respect and trust and “loving kindness.”

Between Disney:  I recently storyboarded to get ideas.  I was struck by the power of this tool.  But what I am really wondering what common qualities do you see in leaders willing to open themselves up to a leadership storyboard?

Capodagli: Leadership storyboards are beneficial when a leader is open to changing his or her ineffective behaviors based upon team feedback.

Between Disney: I work in a volunteer position where I provide leadership and a clear vision.  But sometimes the vision gets lost to the work.  How can I reinforce the dream, especially with a non-paid and low-paid staff?

Capodagli: Any leader who is responsible for a team needs to continually reinforce the vision, “dream”, or story at every opportunity including team meetings and company events. These critical cultural elements must be included in an organization’s hiring process as well as communicated to vendors, stockholders and other stakeholders.

Between Disney:  You focus on start-ups in your examples of using the Disney Way throughout the book.  What about the culture of a start up opens them to using this model?

 Capodagli: The beauty of a start-up organization is that they have a “blank sheet of paper” for creating a culture.  When an organization has been in existence for years or decades, asking employees to embrace a new set of values can be challenging.  So, establishing the core values at the outset is the best scenario to achieve long-term success.



 Thank you very for your time and your additional insights into The Disney Way and how we can Dream, Believe, Dare, Do in our own business and personal lives.

Between Books - The Disney Way: Third Edition

Dream, Believe, Dare, Do.

Bill Capodagli and Lynn Jackson in The Disney Way: Harnessing the Management Secrets of Disney in Your Company Third Edition summarizes the keys of Disney management success into these four seemingly simple words. The authors take readers through each key word in their model explaining how to practically make each action verb something that can be replicated in a manager's specific setting.  To make these words real, the authors explain their context within Disney history and how non-Disney companies have made these concepts their own.  They show readers how Dream is really about creating culture and providing employees a vision.  For Believe they demonstrate how managers can create buy-in and alignment to the accepted vision by using tools to align action with vision, valuing customer interaction within the dream and making forging durable partnerships.  The authors encourage their readers to take risks in Dare.  And finally in Do they discuss the role of training, planning, and even measuring success.  Within the book the authors provide numerous tools such as Storyboards and Vision Alignment rubrics to support the eager manager.  

The past editions of The Disney Way have stood the test of time.  And I expect this book will also.  The third edition is clear, practical and provides tools that managers can use in aligning their operations to Dream, Believe, Dare, Do.  In some cases this will require a culture change.  For examples, which the authors provide numerous non-Disney examples throughout, they decided to update the text with examples of companies that are in the start-up mode.  This allows the authors to show how young companies or those in transition have been able to adopt these four little words.  The book while well-written is really a management book.  The text would be relevant more to the manager than the non-manager amateur Disney fan.  As the management content is probably the most interesting to managers and aspiring managers.  However, the Disney content is well balanced and likely of interest to anyone in a management position.  As a Disney fan/manager, I found the book both useful and interesting.  Still, I would have no problem recommending it to non-Disney addicted colleagues.   

For me the chapter on partnerships really stood out.  I am interested as I have mentioned before in Roy O. Disney and how he successfully worked to support his brother’s dreaming and innovating.  And as one reviews Disney history and considers the numerous partnerships from Roy/Walt, Eisner/Wells, Catmull/Lasseter it is easy to quickly realize how powerful a partnership is to making Believe happen.   And it becomes easy to see how as the authors point out, partnerships enable an individual to expand their horizon and effectiveness.  

As mentioned the text includes a number of tools that managers can use.   The Storyboard tool and its variations appear highly useful in gathering information and making sure that everyone can participate in the decision making process.  However, I will say that the Leadership Storyboard definitely appears to be something that is not for the faint of heart.  

The Disney Way: Harnessing the Management Secrets of Disney in Your Company Third Edition is a clear and useful management book grounded in Disney company history.  It provides a clear model in Dream, Believe, Dare, Do that is easy to understand for all managers.  But best of all the authors provide tools to make a model which can appear highly philosophical, realistic. 

Review Copy Provided by Publisher 

Dreaming Disney - Creating Disney Magic

Over the last year or so, Lee Cockerell’s Creating Disney Magic: Lessons in Leadership, Management, and Customer Service podcast has become a Tuesday morning priority for me.  The podcast opens with host Jody Maberry setting up Cockerell, a former Disney executive, to discuss business topics that come from Maberry or even the listening audience.  The topics covered are diverse ranging from leadership to customer service to using data to time management.  In short, if there is a topic that could be useful to a professional working adult it is likely they will talk about it.  for those of us with a whimsical side, Cockerell discusses these items in the very serious Disney business setting  along with his background in hotel management.  Along with these topics, Cockerell provides a very honest appraisal of his own struggles as a leader and as a human being.

Integrity and common sense are really the words that come to mind when I think of Lee Cockerell.  And these qualities make this show essential listening to me.  I find that I not only listen on a weekly basis but also will search the archive for specific work issues that myself and others are facing in the workplace.  And the reason this is a must listen is due to Cockerell.  His answers typically provide an outlook that relies on common sense, being a person of integrity, and treating others fairly.  This is not cut throat business advice, this is advice for people.   He often makes it clear that a leader has to foster development in even poorly performing employees and that caring for people is really a core function of a leader.  The Disney background gives Disney fans a background that helps understanding.  Though honestly I have sent episodes to plenty of non-Disney fanatics and they still found these episodes highly useful.

Creating Disney Magic:Lessons in Leadership, Management, and Customer Service is probably one of my top three podcasts.  It is informative, educational, honest and short.  It attracted me through the door due to my interest in Disney history and business developments.  But I stay due to Cockerell’s reliable professional and personal development life!

Between Books - The Wisdom of Walt

The Wisdom of Walt: Leadership Lessons from the Happiest Place on Earth by Jeffrey A. Barnes finds personal improvement and leadership lessons in the history and enjoyment of Disneyland.  Barnes provides 17 chapters that vary from topics like continuing education, getting stuff done, leading teams, telling stories and creating superior experiences.  Each chapter includes information about Disney parks and history.  Disney content is paired with experiences from Barnes' own life which provide practical anecdotes showing how Barnes' concepts can play out in one's life.  Each chapter includes a "Souvenir Stop" where readers can reflect on the chapter, and take first steps towards growth.  The chapters conclude with "Getting Your Hand Stamped" which is one last chance to reinforce the chapter's lesson as one leaves the park. 

Mr. Barnes and I started off on a bad start.  Every chapter starts with a quote by Walt Disney, as reported by the author.  But the first chapter's quote is not an actual Walt Disney quote.  Now as much as I love the quote, "If you can dream it, you can do it." it was not actually said by Walt Disney.  So I set my eye towards fact checking everything.  Now I did eventually did give up on this.  There were several new to me facts that seemed incorrect or slightly off to me.  But everytime I went to double-check Mr. Barnes, I found he was correct.  I found myself transformed from "I'm going to get him" to "you know this guy knows a thing or two about Disney history."

And then there is the fact that I am the perfect audience for Barnes.  Barnes works in higher education, and has been both an administrator and history instructor.  My education is in history and I am now a higher education administrator.  So many of Barnes' tales of working with students and logistical concerns of the higher education are all things that I can and do relate to.  You got me there Mr. Barnes!  In fact I am quite jealous that he was able to achieve his dream of a Disneyland history course.  I really would love to take it!  And Barnes was highly relatable to me. 

I also found myself inspired.  While reading The Wisdom of Walt I found the courage to try two new things.  I also found myself inspired to focus myself and make progress on some personal projects that I have been stalled on.  So while I have read books of this type before, I found myself taking action instead of simply passing over the words to complete the text and shelf the book. What is even more remarkable, is it was Barnes' stories not the Disney history which motivated me to action. 

I am the guy who spends his day telling stories about Walt Disney and Disneyland to lead my team.  Sometimes the stories actually go over well.  I love the fact I have heard colleagues say, "Yes, If" in meetings twice this week.  Jeffrey A. Barnes in The Wisdom of Walt entertained me while helping me to grow as a leader and professional.  And now I have additional stories to bolster my story database.        


Review Copy Provided by Author  

Between Books - Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney

Who wouldn’t want to learn from a successful Disney parks executive? Seriously don’t we all want to know how they got to the top of their profession while also learning about successful leadership? Lee Cockrell, a former Executive Vice President, Operations for the Walt Disney World resort has collected his leadership advice into a book that is available for anyone seeking to improve their personal leadership.

Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney by Lee Cockerell shares leadership principles taught by the Disney Institute as funneled through Cockerell’s personal experiences in hospitality and as an executive at the Walt Disney World Resort.  Cockerell's chapters are typically 20 pages plus with several sub-points.  Cockerell discusses primarily how to manage effectively by valuing people and their talents, along with working hard.  Really that is Cockerell's secret to being a successful manager.  He gives extensive examples of how he has a manager listened to staff, trained staff and provided opportunity for growth both inside and outside his organizations.  He also details how he personally used practical tools to support his people and be present for them.  In addition, he focuses on the individual manager's need to educate themselves and be a person of character.  Overall, Cockerell does follow in general the same points of the Disney Institute, which puts leadership, employee excellence and guest satisfaction before business results.  One should note that Cockerell's emphasis on people includes the need for employee discipline, and so every solution is not always an instantly happy one.

Cockerell is incredibly honest!  I cannot recollect many business books that include the author admitting that he has been punched by an employee...and more than once.  He shows that the lessons that he has learned and then implemented come from experience and trial and error which has definitely included error.  And in the end really that is what we all as managers have lived.  We all make mistakes and hopefully we have all learned from them, hopefully.  So yes while it is enjoyable to read many of Cockerell's stories in a Disney context.  His stories as a young manager, an unpolished manager, in the hotel industry are honestly even more exciting.  Because they show how Cockerell grew to become the manager that Disney eventually recruited.  Seriously, he tells one story about how he once intimidated a man into the hospital.  He does not tell the story to brag, but you get the sense that the tale helps show how he transferred himself into a manager who made his brand people.

I really enjoyed Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney.  Lee Cockerell helped validate for me part of my own personal brand of leadership, people matter.  And he let me know as the reader that leaders can and do stumble and grow.  I borrowed Created Magic from the library, since I found the price a little high for me for a business book.  But in the near future I fully intend to purchase my own copy so I can start referencing it on a more frequent basis.

Between Books - Disney's Hollywood Studios: From Show Biz to Your Biz

As a people leader both in my professional and personal life I am always looking to hone my skills.  But I prefer to read books that provide lessons with hooks tied to things I care about like for example Disney parks.  And I have been lucky enough to stumble on Between Books that provided leadership and business lessons and used these teachings in my own leadership.  But something I had not stumbled upon yet was a book with lessons found in Disney’s Hollywood Studios.

Disney’s Hollywood Studios: From Show Biz to Your Biz by J. Jeff Kober provides a leadership tour of Disney’s Hollywood Studios.  Kober walks his readers through the Florida theme park, providing a description of attractions and landmarks and then building out principles that can be applied to leadership.  All of the short chapters start with a physical location within Disney’s Hollywood Studios which is supported with a tale from that location or one of its real life connections.  Many chapters have extra details called out in bold text for the reader to linger on.  And every chapter ends with at least four questions for the reader to reflect on to help one better incorporate the lesson into their own life.

I started this volume thinking I was not going to be learning, just reading.  Instead on page four I went into a discussion of wayfinding, providing visual clues to help users find their way.  And this was following on page five with service netting, putting nets in place to help customers before they can make a mistake.  And I found myself thinking through how and if my own business unit had service nets and which ones we could put in place.  And Kober had not even left the parking lot.  So I was impressed early that I still had much to learn in leadership and business, and Kober could teach it to me.  I am guessing that many readers may be able to escape the parking lot and get into the park before stumbling on new information.  But it impressed me early that Kober was going to provide most readers with new tools for their business life.

Though the stories all start within the park, many leave the park quickly.  However, when Kober’s supporting stories leave Disney’s Hollywood Studios they are tied into the location discussed within the park.  For example, the discussion of Beauty and the Beast – Live on Stage is followed by  a discussion that includes the history of Beauty and the Beast stage show and providing dynamic products, for extra details did you know Hugh Jackman played Gaston on stage in Australia?  The chapter on One Man’s Dream discusses success through disappointment and shines the light on Walt Disney’s life to show how perseverance can overcome obstacles.   These Disney ties will keep the attention of Disney fans looking to improve their business acumen.  

I don’t always read business books, but when I do I really really hope they include Disney!  J. Jeff Kober  in Disney’s Hollywood Studios: From Show Biz to Your Biz provides a context that Disney fans will enjoy to improve their leadership and business skills, much like he did in Lessons from Epcot.  And his highlighting of an under appreciated park helps provide a fresh Disney context from which we can learn from.  

Review Copy Provided by Theme Park Press

Between Books - Who's the Leader of the Club?

As I have dove deep into Disney books over the last several years it has become clear that many readers and writers would like to distill what made Walt Disney an effective learner. Typically these books come from the viewpoint of writers starting from an educational or business foundation.  But Jim Korkis has added to the debate using his vast knowledge of Disney history to distill principles found in Walt Disney's historical success.

In Who's the Leader of the Club: Walt Disney's Leadership Lessons historian Jim Korkis presents seven lessons of leadership based on Walt Disney's life.  He starts with brief discussions of who Walt Disney was and what type of leadership he displayed.  He also provides a summary of the differences between a leader and a manager contrasting Walt and Roy O. Disney.  Korkis then includes his seven lessons that include an emphasis on story, a concern with those you lead and most of all integrity.  Following the seven lessons, Korkis discusses aspects of Walt Disney's bad leadership, letting people go, developing other leaders and additional principles that can be seen in Disney's life.  Along with the main text, Korkis has sprinkled into his chapters quotes from Walt Disney, summarys of the principles being examined, and stories that underscore the principle being taught.

Again, I have several Between Books that are Disney business lessons.  But this book really struck a chord with me quickly.  It was Korkis' emphasis of story in the principles that caught my attention as a Disney fan.  But this story is not Immagineering's well crafted fantasy.  No, this story is the story that one creates as a leader and how one leads their life.  Korkis makes it clear that Walt was not the easiest of leaders to work for, but his people remain loyal to him decades after his death.  Much of this has to do with the simple fact that Disney believed what he said and acted with integrity.  He lived a good story.  And for us to be good leaders we must behave in a way consistent with the messages that we distribute to craft our own good narrative.

I really appreciate the fact that Korkis did not present Disney as an infallible leader.  The chapter on Walt Disney's mistakes is honest, frank and reminds us all that even great leaders have blind spots.  For example, Walt spared his praise to his staff.  Yes, he had reasons why he believed he should not easily handout verbal praise.  But as Korkis points out that could lead to resentment.  Korkis does not paint a picture of man who embodied all successful leadership standards.  Instead Korkis show a man who we can mirror in some areas, improve on others and perhaps acknowledge in yet others that we ourselves have problems.

I myself am a people leader, one who uses Walt Disney's example too much in my daily work life.  My team is very familiar with the yes if principle (Korkis, 88).  But sadly for my team Who's the Leader of the Club? has only reinforced my use of story language in my work life, as I will continue to remind those who work with me we have a great story to tell.  And having a great story really worked out well for Walt Disney!  



Review Copy Provided by Theme Park Press

Between Books - Hatch! Brainstorming Secrets of a Theme Park Designer

I have read several books that attempt to give you insight into the mind of an Imagineer.  But honestly many of those books gloss over the skills of theme park design and creativity without giving the reader the tools to use those skills in their professional and non-work life.  You often think to yourself, yes I want to be creative, but how do I go beyond the nugget that has been presented to skills building.  C. McNair Wilson bucks in trend in Hatch!, a book that provides a formula for successful brainstorming and a blueprint on making this formula work!

Hatch!: Brainstorming Secrets of a Theme Park Designer by C. McNair Wilson showcases Mr. Wilson's expertise in brainstorming that has proven to be successful during his time as an Imagineer, private consultant (including for Disney), and within numerous stage productions.  The book is broken into two halves.  In the first portion, Wilson presents his "7 Agreements of Brainstorming", the principles that he shares with groups when he leads a brainstorming endeavor.  The second half focuses on the nuts and bolts of brainstorming from creating your own sand box to brainstorm within, setting up brainstorming teams and the ever terrifying doodling!  The author has illustrated the volume with doodles of his own, which reinforce his lessons, and inspirational quotes.

I feel like C. McNair Wilson has freed me!  That may be overstatement, but it is a fun one.  I work within a field where I brainstorm solutions to problems all the time.  And recently I even gave a professional presentation where I used Marty Sklar's "Mickey's Ten Commandments" to urge my fellow professionals to quit seeing ourselves as bland and dull writers of vanilla passages but instead as creatives who are artists when fulfilling external regulations.  I feel like Hatch! has further provided me tools to continue screaming this fact.  So for me, when reading through the "7 Agreements of Brainstorming" it was the liberating principles that stuck out to me.  For example, "Agreement No. 6: Wild Ideas" with the mental picture of putting doughnuts on the moon really hit home with me, especially after he showed it was possible to find ways to get doughnuts on the moon!  It helped show me that in brainstorming it is not just that no idea is a bad idea, but it was the fact that a wild idea may either be a good idea or provide the seed of a great idea.  For me, the six first principles that Wilson provides are about creativity and having the freedom to be creative when brainstorming.  Though he still provides space for critical thinking.  But even in this phase of planning, Wilson's formula provides plenty of space for creative thoughts.

The second half of the book is really the nuts and bolts of how to make the "7 Agreements of Brainstorming" work.  Throughout the book it becomes clear that Wilson respects doodling as a way to both foster thought and to express ideas.  But, I raise my hand and say, what about me who has little to no drawing skills?  What can I do?  I am happy to say that Wilson addresses this issue.  He provides suggestions on tools and how to practice one's doodling skills so one can have confidence in them.  Of course he also gives us a healthy reminder that we do not have to be perfect.  Honestly, as I read through this book I thought of a recent business situation where I lead a team through the critical thinking stage of brainstorming a problem without the help of Hatch!.  At one point I started doodling on our group notes.  This included simple doodles like happy and sad faces, and a burning house.  The funny thing is it helped us make a consensus decision for a recommendation, and when we presented it to others we included graphics as part of our presentation!  Though someone did have to ask me if one face was crying or just needed a shave!  So despite the fact I have no drawing skills at all, I had already seen the power of doodles.  (Recently I was faced with a project where I had to draw, an artistic friend gave the great advice of simple geometric shapes.  If you are worried about drawing it is a good place to start).

Disney fans will be interested in this book since the cover makes note of Wilson's Imagineering past.  And the Disney stories within it are enjoyable to the Disney history fan.  He recounts the day Michael Eisner asked a team to consider options for the parking lot across from Disneyland.  And one of my favorite examples was the evolution of an idea when Wilson suggested they build a hotel in a theme park (thank you, my few days there were very enjoyable).  And there are even stories of plans that never fully developed.  So overall a Disney fan will be pleased.  But one should keep in mind that included stories go well beyond Disney, with stories from his stage productions and even his 40th birthday party.

So despite the Disney connection, this really is a book for those interested in creative thinking and effective brainstorming.  As I have thought through the book I have found more application to how I support creative thinking at work than adding to knowledge of my Disney fandom.  So, one should realize this is a brainstorming book that anyone can use, with some Disney sprinkled in.  Hatch! really is a guidebook to creative thinking in group settings, not a history of the creation of Disneyland.

When it comes to the question of where to buy Hatch! there are several options.  At the author's website you can see all of the purchasing options, including one that helps support some good causes.  He has made available a PDF excerpt from the book that you can look through.  You can also read some of McNair Wilson's thoughts about Disney and non-Disney things, including his take on Saving Mr. Banks.  But being the selfish guy I am, I suggest purchasing the signed personalized copy.  My copy has a bit of whimsy to it since the author added his own personal touch.

Hatch!: Brainstorming Secrets of a Theme Park Designer by C. McNair Wilson is a liberating book.  It allows the rational being to release themselves into a creative one by providing a simple set of seven agreements.  By following these steps one can make a good thing great, much like Imagineering does!  But even if you are not a Disney parks fan, you can still gain much by sharpening your brainstorming skills while having some fun. 



Review Copy Provided for Purposes of Review

Between Books - The Best of Walt Disney

The Best of Walt Disney: Life Lessons from the Creator of Disneyland & Mickey Mouse by Timothy Bauer distills the life of Walt Disney into lessons that anyone can apply in their real life.  The book starts with a very brief biography of Walt Disney.  This is followed by a history of the company he created. The histories are followed by a timeline and a discussion of the current Walt Disney Company''s  units like Disney Parks and LucasFilm.  This is followed by discussions on success and life based on Walt Disney's life.

I got this a a free Kindle book, and it is only estimated to be around 23 pages long.  When you look at the history presented in the text, it is easy to see there a lot of things that will be left out.  For example, in the biography on Disney the fact that he started a company is just assumed and left out.  And there are gaps.  For example the discussion of Disney units mentions Disneyland, but no other parks such as Walt Disney World.  And the timeline has as much to do with the Walt Disney Company then it does Walt Disney, for example Michael Eisner is mentioned on the timeline.  At a certain point the lessons become as much about the company than the man.  Additionally, the lessons could be made stronger to me.  I really wish that instead of telling Walt Disney was courageous, that it would be shown to me through a historical example.

Currently this book is listed on Amazon at $2.99.  I really is a steep price for this book.  As a free book it helps me to think about Walt Disney.  But as a paid offering it is short and not deep in content.  I would pass on The Best of Walt Disney until it comes along for free again. 

Between Books - Be Our Guest

Disney clearly puts an emphasis with their cast on customer service. What principles has Disney used when establishing their emphasis on guests and a magical experience? How can other companies learn from the Disney experience? These questions are answered in Be Our Guest: Perfecting the Art of Customer Service by the Disney Institute with Theodore Kinni.

Be Our Guest outlines for the business professional how Disney develops and implements the value of great customer service. The book emphasizes how Disney has attempted to understand what guests want. And then through the cast, setting, processes and integration they deliver those wants to the guest. The book stresses the need to build a culture, with numerous examples from both Disney and other companies showing how values must be built into corporate cultures, and the power of that culture when employees understand the values place in shared culture. Examples from throughout Disney Parks history are used when describing the principles discussed.

So, I will be honest. I read this book to get specifically information about Mickey’s Ten Commandments, which sadly for me was really only about 2 to 3 pages of information. The book itself is a business book, and is of most interest to those interested in customer service. The hard core Disney fan may understand the points better because of the Disney points. But honestly it lacks the Disney history that would keep the interest of most Between Books readers. So it may not be for every Disney fan.

Be Our Guest provides readers pointers on providing better customer service. The Disney Institute and Theodore Kinni provide Disney settings to make their points. But the text is really more Business than Disney.

Between Books - Disney U

Disney U: How the Disney University Develops the World's Most Engaged, Loyal and Customer-Centric Employees by Doug Lipp serves a dual purpose.  First, Lipp shares with his readers the principles that Disney University has used in their highly effective training programs.  Second, he shares highlights from the Disney career of Disney Legend and founder of Disney University, Van France.

Lipp opens his book with a scenario that outlines what cast members attending classes at Disney University experience.  This allows him to discuss Van France's motivation for founding the training program seven years after the founding of Disneyland and two years after leaving Disney employment.  The man who had helped Walt Disney train in his original cast members returned to a Disneyland that was facing growing pains, staff turnover and a desperate need of a reminder of who and how they served.  Armed with new insights from his absence from Disney, Van France came prepared to revolutionize the Disneyland training program, and did so with the founding of the University of Disneyland (now Disney University).

Van France attributed the success of Disneyland University to the Four Circumstances:

1. Innovation: By naming his new program a university, it installed the belief that the training was cutting edge.
2. Organizational Support: The Disneyland Director of Operations, Dick Nunis, gave France his full support.  Of course Nunis was originally hired by France!  And Walt Disney was fully behind the program.
3. Education: Starting with Walt Disney himself, Disney has supported the education of its staff which bolstered the support of the program.
4. Entertain: With Van France working for a company with an animation and Imagineering unit, he had access to creatives who could help make training materials both humorous and engaging.

The Four Circumstances helped create a organizational culture that put value on the programs of Disney University and helped foster its growth.

The typical chapter starts with an incident in Disney corporate history where training was needed to create a course correction.  Lipp generally starts chapters with quotes or scenarios that include Van France himself, helping to show the scope of his 30 plus year Disney career.  Lipp then generally breaks down the concept that Van France was attempting to teach.  Then he demonstrates that concept in action at Disney.  After a wrap up which shows the effectiveness of the training program, Lipp provides a lesson review that provides the key concepts from the chapter and self-reflection questions tied to the the Four Circumstances.

There are two audiences that this book would be attractive to.  The first is those employed to lead and train people.  For training staff the book is a great resource for self reflection on training programs and organizational support of existing programs.  Also, Lipp provides concepts that can be applied to developing training programs.  And as a people leader who does not lead training on a daily basis I still found myself questioning if I foster the four circumstances in our day-to-day operation.

The second audience is Disney fans.  There is not a lot of easily accessible information about Van France.  And Lipp provides snapshots of France's career at a number of key moments in his Disney career.  Honestly, being interested in history, I would have loved more of France's life (though that was not really the point of the book).  Lipp does a great job of showing Van France's relationship with Walt Disney and how he translated the philosophies of Disney such as, "keep the place clean, keep it friendly, and make it fun (34)" even years after Disney's own death.  And along with the history of Van France himself it was highly interesting to me to watch Disney University help overcome issues with new adventures like The Disney Store and Tokyo Disneyland.  One does have to remember however this is not a pure history text, and the historical examples help teaching training concepts.    

I found Disney U to be a book that helped challenge my business thinking.  As someone who has to make decisions about training opportunities, it helped broaden my thinking.  Yes Virgina, training can be entertaining and impactful!  And that is a lesson we could all use. 


Review Copy Provided by McGraw Hill