If you have a bully in the workplace, it is going to have a negative impact on productivity and employee morale.
As a leader, if you have a bully in the workplace you have to address it promptly and directly. Nobody has the right to intimidate another person. Even if you are the boss, you have no right to damage the self-esteem of another person. You have to stay on top of the situation until you see the bully has changed or has been terminated.
If you are the one who has been targeted by a bully, you need to either report the situation or leave the organization. If the bully is your supervisor, continue to do your best work while you look for another job.
If you are aware of a bullying situation that you are not involved in, you have an obligation to report it. Human Resources will want to resolve the situation, but may not be aware of what is happening.
In this episode of Creating Disney Magic Lee answers a listener question about leading a discouraged team.
If you take on a leadership role with a team that has had a tough time with the previous leader or feel discouraged, you have to be deliberate about how you leadership tenure begins.
Spend time listening. Spend time with each member of your team. Discover what the problems are, what has discouraged the team,
People are not going to support you unless they trust you. Be careful of how you react to what people tell you and what you see.
Don’t make big decisions quickly. Spend 30 days discovering the problems and how your team is feeling. After 30 days you can begin implementing changes based on the information you received from your team.
Always keep communicating. Keep listening. Keep giving feedback.
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It is not uncommon for someone to leading people who are older than they are.
This situation can cause pushback; people may feel the boss selected the wrong person, you could now be supervising someone who didn’t get the job, or people are skeptical about your age.
Address the situation early and directly. Be open and available to answer questions. Help people understand performance is what matters. Always be willing to tell people the truth. Make sure you clarify your expectations.
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At your organization, you are putting on a show every day. Every great show has two performances going on simultaneously; onstage and backstage.
Consider seeing a play at the theater. The onstage show is obvious. You watch the actors, see the props, and hear the music. Backstage, though, there is a crew working just as hard to make sure everything goes right with the performance. You may not directly witness the backstage performance, but it is just as crucial to putting on an excellent show.
If backstage performers don’t put on a great show, onstage performers can not put on a great show.
The same is true with your organization.
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Find out more about the Time Management Magic Course here.
It is common to wonder how to motivate employees and maintain high morale. But the truth is, you don’t motivate people. People motivate themselves. Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Your job is to create a culture where people are excited. When people are excited about the work they do, they inspire themselves.
Cast members have to be committed to working at Disney. There is not room in their role in the show to be rude, to not be nice, or to not go out of your way to help somebody.
If you notice an employee is not motivated or having trouble, it is a leader’s responsibility to find out why and try to help them. Discipline and empathy are important traits for leaders. Good leaders create a trusting culture.
Whether you are in government, a religious organization, or running a corner gas station, customer service issues are all the same.
No team will work unless the group is flexible, professional, and willing to work together.
Be willing to compromise, be patient, and build relationships.
Always keep in mind, your job is to take care of the constituents. Focus on what is best for the citizens.
The lessons from Lee’s book, Creating Magic, work in a government organization as well as they do in a large corporation.
Every Tuesday morning, we deliver a new episode of Creating Disney Magic to help you get better every day. Whether it is leadership, management, or customer service, we give you a 15-minute lesson of inspiration or advice drawn from my career at Hilton, Marriott, and Disney. Usually, we focus on a common sense approach you can apply to your career or business right away.
If you find value in these episodes, drawn from my career at Hilton, Marriott, and Disney, would you consider nominating Creating Disney Magic for a 2016 Podcast Award?
How to Nominate Creating Disney Magic
- Visit podcastawards.com before the deadline on April 30, 2016.
- Nominate Creating Disney Magic for both the People’s Choice and Business Categories.
- Scroll down the screen until you see the categories.
- People’s Choice and Business are the first categories listed on the left side.
- Enter this information for each category:
- Podcast Name: Creating Disney Magic
- Podcast URL: blog.leecockerell.com
- You will have to enter your name and email address. This is to ensure a single person does not nominate their own show over and over again.
At Disney World, metrics and measurement are crucial to the operation. Cast Members are aware of what is being measured and understand how they can contribute to improvement.
If you don’t measure, you don’t know if you are doing a good job or a bad job. And you won’t know how to improve performance or guest satisfaction. Without knowing the numbers, you can not make clear decisions.
Disney measures the important things and works to get a little better every day.
If you enjoy hearing Lee and Jody together, you may want to hear Lee Cockerell as a guest on The Jody Maberry Show.
Customers want the person in front of them to have the authority to solve their problem. If front line staff can’t solve a customer’s problem, it is either a training issue or you have not empowered them to solve problems.
Reputation and customer service are linked together. When front line staff can’t solve a problem, it erodes your reputation one customer at a time.
If you want a reputation for outstanding customer service, you can’t worry about customers taking advantage of you. Put the proper controls in place and work to delight the customer. Don’t make people’s life more difficult than it already is.
You can hear a great example of customer service from Moo on this episode of The Jody Maberry Show.
The three legs of a successful business are;
- Taking Care of the Customer
- Taking Care of the Employees
- Taking Care of the Profit
In this episode of Creating Disney Magic, Lee Cockerell explains what you can do to create a culture of customer service when your organization currently does not focus on the customer.
Remember, employees are the company. Customers will view your company based on the experience they have with employees.
You can connect with Lee on Twitter – @LeeCockerell
You can connect with Jody on Twitter – @jodymaberry
And you can connect with Lee and Jody on the Creating Disney Magic Facebook Page.