FROM: Communication Around the 'World' A Disney Dispatch Feature
Above and Beyond at Disney World
In a student report written for David Zanolla's course about Disney organizational culture and communication, Colleen Krasich explains some of what she learned in the course, and how she experienced Disney World from above, beyond, and even beneath.
David Zanolla teaches an advanced honors course at Western Illinois University called Communication Around the "World". Disney World! In addition to standard lectures and projects, students will spend a week at the happiest place on earth. Cool, eh?
As part of the course requirements, each student must write a short report both for David and for ... Disney Dispatch! Cool, eh?
Although many people see Walt Disney World as just a vacation from the real world, the reality is so much more. For an organization that has over 60,000 Cast Members, Disney is doing something right. Not only does Disney live by its service theme of "We Create Happiness", it follows the four service standards (safety, courtesy, show, efficiency) and Disney Service Basics, as well.
Learn It, Then Watch It
For the first eight weeks of class, we learned the four services standards, Cast Service basics, and the importance of the roles performed by different people behind the 'magic.' But learning something in a classroom is not the same as experiencing it firsthand - that's why we spent eight days at Walt Disney World applying our knowledge and watching what we had learned actually being done.
Our time spent at Disney World felt as if it lasted longer than eight days, but looking back upon it, I realize that it flew by. Even though we were busy bees from early in the morning until late in the evening, I wouldn't have changed any of it.
Above and Beyond!
One of the concepts I experienced was the service basic: "I go above and beyond." I experienced it not once but three times, such as when a malfunction on the Jungle Cruise prompted a Cast Member to offer us free popcorn and spend time sharing with us some of his Disney World insider knowledge.
I knew from class that guests could go to Guest Services and reward a Cast Member for phenomenal work, but I never knew that Cast Members were also able to recommend their co-workers. What a great way for the company and its employees to recognize how well Cast Members exemplify the service theme.
Behind and Beneath!
We had the privilege to meet with Dan Cockerell, Vice-President of EPCOT; Jeff Kober, the author of one of our textbooks; and Jim Korkis, a Disney historian. Each of these men have vastly different backgrounds with the company, and the knowledge they shared with us about the Parks, Cast Members, and the history and organiational culsture of Disney World was truly enlightening.
I was able to see some of the 'hidden Mickeys' located in various places around the Parks, and I took in details which many guests never notice, especially during the Keys to the Kingdom tour (led by Scott M., an awesome tour guide!). We got a glimpse into Disney's inner workings, we learned about the Cast Members' different onstage and backstage attitudes, and we saw first-hand what 'put the money in the show' actually means.
Colleen's Takeaway
It was beyond incredible to analyze the organizational culture of Disney World. I've always been a huge Disney fanatic, but learning so much in class about the 'happiest place on earth' and then watching how Cast Members make the magic happen every day was a unique experience I'll never forget.
