PROFESSIONAL DEVELOPMENT COURSE CATALOG 2011

YOUR WAY TO SUCCESS.

Table of Contents
About Disney Institute ........................................................................................................................... 2 Core Topics ............................................................................................................................................ 4 Course Descriptions and Dates Disneys Approach to Leadership Excellence ........................................................................... 6 Disneys Approach to People Management............................................................................... 8 Disneys Approach to Quality Service .....................................................................................10 Disneys Approach to Brand Loyalty ...................................................................................... 12 Disneys Approach to Inspiring Creativity ..............................................................................14 Disneys Approach to Business Excellence .............................................................................16 Building a Culture of Healthcare Excellence ...........................................................................18 Pricing and Locations .......................................................................................................................... 20 Walt Disney World Resort in Florida Disneyland Resort in California Atlanta Chicago New York Washington, D.C. Private Programs.................................................................................................................................. 22 Continuing Education Credits .............................................................................................................. 23 Course Dates at Disney Destinations ................................................................................................... 24

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About Disney Institute

Are you ready to

THINK

your organization?

Are you ready to bring clarity to your business? To simplify how you interact with your customers? Or to begin a new era of focused leadership that will inspire excellence throughout your organization? Then youre ready to DThink. At Disney Institute, you can learn to think differently. Bring us your business challenges and we will show you a clear, simplified way of looking at the problems and seeing whats probably already right in front of you. Disney Institute has paved the way for millions of business professionals and more than half of the Fortune 100 companies to adapt best practices that have sustained the success of the Disney organization for over 85 years. With powerful training experiences available at your location, at Disney Destinations, online and in major cities across the U.S., our dynamic professional development programs reveal time-tested strategies that drive financial benefits and help you retain your status as an industry leader. Disney Institute remains the only professional development company where you will literally step into a living laboratory at Disney Theme Parks and Resorts for guided behind-the-scenes field experiences. The Disney Institute public programs featured in this catalog, which are ideal for individuals and small teams of 2-9 people from the same organization, are an effective and cost-efficient way to be immersed in Disney proven business principles. For teams of ten or more, customizable Disney Institute professional development programs can be brought right to your location, saving your organization time, money and travel costs. For more information on these private programs, please turn to page 22 of this catalog. If you are an individual or a team of 2-9 people, register online at disneyinstitute.com or call 407-566-2630.

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Core Topics

What do Disney Institute programs offer that you cant find with other professional development organizations?
Well, for one, Disney. While we draw on the strong emotional bonds that are unique to Disney, we provide a training experience that delivers powerful and impactful business lessons from seasoned leaders. Here are just a few reasons why organizations seek Disney Institute expertise: Business philosophies that have withstood the test of time Dynamic and entertaining facilitators who are experienced Disney leaders Best practices that are easily adaptable to any industry Engaging and real-life stories about the Disney culture Relevant and useful tools you can immediately use

Disneys ApproAch series

The five core topics of the Disneys Approach Series are the basis for the lessons taught through Disney Institute. While each topic can stand alone as individually valuable learning experiences, taking all five topics in series will provide you a brand new perspective of how to rethink your business from every angle. Together, the topics covered across this series form the foundation for a powerful bond between inspired leaders, motivated employees and satisfied customers a proven formula that can help drive financial results, generate repeat business and provide a sustainable advantage for your organization.

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Disneys Approach to Leadership Excellence

You Can Learn How To
Adapt Disneys leadership strategies and best practices to your organization. Develop and communicate your leadership vision. Establish and maintain effective processes and structure to meet goals. Apply the strategies Disney leaders use to foster individual responsibility across the organization. Inspire commitment and leadership development in others. Implement your own action plan to align your vision, goals and continued development. Leadership Strategies for Organizational Success Two dimensions for success Business results Leadership behaviors Designing a successful organizational structure Connecting vision to structure and processes Establishing effective reporting relationships Departments and divisions Job descriptions Maintaining communications channels Implementing purposeful processes Activating and maintaining structure through process Positioning processes to engage teams Applying continuous process improvement strategies Changing structure and processes when your environment requires it Redesigning structure and processes to align with the changing nature of your business Facilitating successful change Engaging Individuals to Generate Their Own Success Encouraging involvement Leading individuals to take ownership in the business Motivating the desire to know whats going on in the organization and act upon that knowledge Actively involving people in decisions and plans that impact them Strategies for maintaining focus on improvement Striving to exceed expectations Creating opportunities for employee partnering Exemplifying leadership behaviors that foster active partnering Encouraging effective relationships and crossfunctional collaboration Demonstrating openness to input and feedback Developing relationships of trust Fortifying Commitment Proactive innovation Making changes to produce dramatic leaps in performance Strategies for managing and leading change Demonstrating passion and building excitement Forging life-long relationships based on integrity and mutual commitment

Course Benefits

The Walt Disney Company is recognized worldwide for its leadership philosophy and organizational success. Gain insight into Disney strategies and methods for improving business results through exceptional leadership. Throughout this course, you learn the details of the Disney Leadership Excellence Model and how to adapt it to improve results within your own organization.

Who Should Attend

Anyone interested in the leadership philosophies of one of the most recognized names in business to improve his or her ability and lead a successful, committed organization.

Course Content

An Introduction to Disney Leadership Philosophies The Disney Chain of Excellence Why a vision for the future is critical to success Establishing a vision as a basis for leadership Communicating to inspire commitment in others Defining Your Vision The power of storytelling The story of Disney leadership Harnessing the ability to connect to peoples emotions Observing the behaviors and values of leaders Unleashing creativity with the power of your vision The purpose of vision Aligning your organizational vision and individual leadership behaviors Creating a shared purpose for your team Inspiring passion and interest Refocusing vision to stay on track Effectively communicating your vision Conveying your values to authenticate your vision Guiding your teams decisions and strategies Leading to achieve performance excellence

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Encouraging continued leadership development Aligning individual performance goals with business unit objectives Involving team in setting departmental objectives Recognizing the importance of the many roles within an organization Focusing on customer satisfaction, employee excellence and operational results Creating a Performance Development Plan Maintaining successful leadership strategies The power of 360-degree feedback Benefits of action planning Ongoing training and development Accountability Measuring and coaching performance

Exercises

Through the interactive dynamics of classroom sessions, application exercises and exploration of case studies, youll discover the leadership principles at the core of the Disney organizations strength. Exercises include: Developing your leadership vision Uncovering values through leadership behaviors Incorporating communication techniques that improve information flow Recognizing elements of successful teams Modeling effective team-building strategies Applying process improvement techniques through a shared leadership vision Creating your action plan for leadership success

COURSE DATES:
Walt Disney World Resort
Feb. 27 March 2, 2011 March 27-30, 2011 May 1-4, 2011 June 12-15, 2011 July 17-20, 2011 Aug. 21-24, 2011 Sept. 25-28, 2011 Oct. 30 Nov. 2, 2011 Dec. 11-14, 2011

Disneyland Resort
April 6, 2011 June 13, 2011 Aug. 21-24, 2011 Oct. 17, 2011 Dec. 7, 2011

Additional Cities:
Washington, D.C.: Nov. 7-8, 2011 Rockville, MD: Apr. 4-5, 2011 Reston, VA: May 31-June 1, 2011

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Disneys Approach to People Management

You Can Learn How To
Apply key elements of the Disney people management strategy to strengthen your organization. Build organization-wide processes to reinforce your corporate culture. Analyze and improve your existing selection and hiring process. Adapt Disney training strategies to promote and emphasize organizational values. Develop effective communication methods to meet your organizations needs. Create a supportive environment based on services and recognition in order to leverage talent and skill. Communicating to Inform and Inspire Disney communication principles Valuing shared information Linking individual work with organizational goals Creating communication methods and messages to meet employee needs Conveying information in a meaningful way Respecting heritage and traditions Imparting the rationale of business decisions Clarifying organizational vision Methods of communication and feedback Vehicles for employee communication Surveying employees and internal focus groups Managing by walking around Meetings Creating an Environment of Care Components of a successful corporate culture The relationship between effective leadership, Cast excellence, customer satisfaction and business success Strategies critical to Disneys success Language and symbols, heritage and traditions, shared values, quality standards, traits and behaviors Nurturing the culture to focus on results Selecting Right-Fit Talent The Disney recruitment and selection process Casting as a reflection of culture and strategy Promoting an environment of friendliness and fun The importance of people to organizational success Treating potential employees as Guests Casting for roles vs. hiring for jobs A centralized approach to Casting Supporting Cast Members and Guests with a centralized Casting area Demonstrating a broad knowledge of the organization and roles offered The Disney Casting mission Conducting a structured interview Creating interview questions based on distilling the competencies of exemplary Cast Members Facilitating timely recruitment, selection and staffing Hiring for attitude vs. aptitude

Course Benefits

The Disney corporate culture is considered to be the cornerstone of its people management processes and is the philosophy underlying all business decisions. This course explores the culture and principles behind the highly successful Disney method of people management. You learn to adapt techniques used to select, train, retain and communicate with employees in order to sustain a supportive and interactive organizational culture.

Who Should Attend

Those interested in Disney people management practices for fostering employee pride and dedication to successfully reach business goals and retain loyal and successful employees.

Course Content

Disneys People Management Philosophy Discovering the Disney way of creating and sustaining employees (Cast Members) Strategies critical to Disneys success Analyzing techniques for selecting, training, communicating with, and caring for employees Establishing Human Resource Action Plans Continuously Reinforcing the Culture Defining corporate culture Training for consistent internal/external quality Job training for skills, knowledge and attitude Exemplifying organizational image Defining roles and responsibilities of the Cast Member, leader and organization Providing ongoing training Selecting trainers from existing Cast Members Managing career development: individuals and leaders Encouraging informal training methods: job rotation, lateral movement, job shadowing, cross-utilization, task force The Disney Learning Community
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Training to Foster Your Culture Methods of communication and feedback Vehicles for employee communication Surveying employees and internal focus groups Managing by walking around Meetings, celebrations, coaching Creating an Environment of Care Sustaining culture through services and recognition Fostering pride in organizational culture and community Benefits Involvement, activities, rewards, awards Recognizing global, area, and day-to-day successes Providing a supportive environment Demonstrating attention to detail in the physical environment Building a productive, stimulating place to work Opportunities for growth, development, education

Exercises

Through the interactive dynamics of classroom sessions, application exercises and exploration of Disney case studies, you discover the people management principles at the core of the Disney organizations strength. Exercises include: Analyzing your corporate culture to identify gaps and opportunities for development Experiencing aspects of the Disney global employee orientation Planning improvements to your processes Discovering individual and group communication dynamics Evaluating Disneys internal publications used to reinforce key messages Benchmarking best practices to apply within your organization

COURSE DATES:
Walt Disney World Resort
April 6-9, 2011 June 8-11, 2011 July 13-16, 2011 Sept. 14-17, 2011 Oct. 12-15, 2011 Nov. 16-19, 2011

Disneyland Resort
April 7, 2011 June 14, 2011 Oct. 18, 2011 Dec. 8, 2011

Additional Cities:
Rockville, MD: Oct. 24-25, 2011 Reston, VA: June 6-7, 2011

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Disneys Approach to Quality Service

You Can Learn How To
Develop an organizational culture that supports consistent delivery of quality service. Evaluate the Disney approach and tailor it to your business. Design quality service standards and processes to raise the level of customer satisfaction. Create metrics to gauge the needs, perceptions and expectations of your customers. Enable employees, settings and processes to convey your quality service commitment. Implement a strategic plan for monitoring the delivery of seamless customer experiences. Designing appropriate standards Disney quality service model Personalized service experience Ensuring consistency and quality Disney Guestology Needs, perceptions and expectations Applying a model for understanding your customers Adapting the Disney compass tool to your service situation Analyzing customer information Guest and consumer research Demographics and psychographics Employing external listening posts to monitor consumer comments Customer priorities Personalizing the experience Customer interaction with employees Tools for anticipating expectations Providing highly customized service at every point of contact Applying Effective Quality Standards Establishing operational criteria Four pillars of Disney operational priorities Setting parameters for decision making Prioritizing the details of service delivery Tools for consistently measuring delivery Identifying and defining unique quality standards for your organization Viewing your business through the eyes of your customers Setting your ideal level of service Defining behavior to demonstrate your organizations philosophy Successful Methods for Delivering Quality Service Modeling the Disney difference Determining a statement of common purpose Defining measurable behavioral guidelines Establishing mechanisms to support delivery of service Treating employees as customers Giving ownership to team members who will bring ideas to life Employees are drivers of customer experience Providing appropriate training, support and recognition Best practices for optimizing front-line service Creating a supportive environment

Course Benefits

Disney is well-known for its exceptional customer service and its focus on Guests. Uncover the methods behind the magic during this in-depth look into the Disney service culture and processes. In this course, you examine the model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You learn to transform and improve your own organizations delivery of quality service.

Who Should Attend

Managers and those interested in the business practices behind the highly regarded reputation Disney has for excellent customer service to ensure a quality service experience within his/her organization.

Course Content

The Disney Focus on Quality Service Disney quality standards: Cast Members (employees), Guests (customers) and business practices A balanced approach to quality Designing worldwide standards Maintaining competitive advantage The Disney Service Philosophy Establishing exceptional customer service Training for consistent internal/external quality Job training for skills, knowledge and attitude Exemplifying organizational image Defining roles and responsibilities of the Cast Member, leader and organization Providing ongoing training Disney success formula The value of customer research Exceeding expectations by attention to detail Depth of detail makes a difference

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Sending a message through your setting Setting influences mood and perceptions Designing environment with quality service in mind Recognizing and improving sensory details Aligning global and local processes to support customer experience Effective processes ensure consistency Removing barriers to quality service Enhancing customer interaction Continuous evaluation and process improvement Integrating Quality Service Elements into a Seamless System Implementing a quality service matrix Aligning quality standards with delivery systems Treating everyone like a VIP at every point of contact Measuring the success of your service initiatives Bringing quality service to life Building and communicating your business case Identifying your non-negotiables, headliners and service differentiators Short-term and long-term targets

Exercises

Through the interactive dynamics of classroom sessions, application exercises and conversations with Disney leaders, you discover the quality service principles at the core of the Disney organizations strength. Exercises include: Recognizing components of quality service Discovering a high level of attention to detail Creating a compass to guide your organization Evaluating the experience your customers receive Planning for consistently exceptional customer experiences Creating measurements to determine progress Incorporating quality service elements at every point of contact

COURSE DATES:
Walt Disney World Resort
March 9-12, 2011 April 17-20, 2011 May 22-25, 2011 June 26-29, 2011 Sept. 18-21, 2011 Oct. 23-26, 2011 Dec. 4-7, 2011

Disneyland Resort
April 8, 2011 June 15, 2011 Oct. 19, 2011 Dec. 9, 2011

Additional Cities:
Rockville, MD: Oct. 31-Nov. 1, 2011 Reston, VA: June 27-28, 2011

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Disneys Approach to Brand Loyalty

You Can Learn How To
Discover Disney-tested practices and principles that build and fortify brand loyalty. Identify the impact brand loyalty has on financial performance and reputation. Build lasting relationships with your customers to solidify brand loyalty. Expand your products and services to foster repeat business. Apply quality standards to support your brand promise and maintain consistent service delivery. The loyalty profit chain Achieving results for customers through service quality Maintaining employee satisfaction to ensure retention Ensuring productive and high-performing employees Quantifying customer satisfaction to create superior customer value Increasing profitability through customer loyalty Outlining Disneys Chain of Excellence Driving financial results and repeat business through satisfied customers Ensuring satisfaction through excellence in employees and leaders Building Relationships The value of existing customers Maintaining existing customers vs. generating new customers Examining why customers abandon an organization Fortifying customer experiences with each contact Exceeding customer expectations Developing relationship moments with customers Empowering employees to be emotional engines Motivating employees to seek opportunities for interaction Disney methods for connecting with customers emotions Assessing the Disney relationship cycle Tailoring customer experiences to your audience Studying your target market Aligning your organization with customer values Inspiring employees to understand your audience Creating well-informed interactions to strengthen the bond between your customers and your brand Organizing your company to ensure strong customer relationships Fostering a sense of ownership for the customer Making your brand a form of self expression Performing a relationship gap assessment Incorporating regular benchmark analyses Creating Repeat Business Expanding products and services Collecting and listening to customer feedback Assessing the potential ROI for a customer relationship management program Identifying a potential customer base and taking action toward reaching that base

Course Benefits

For decades, Disney has been creating and sustaining life-long relationships with its customers while producing strong business results. This course identifies how the powerful relationship between experiences and a brand generates superior bottom-line results through greater customer and employee loyalty. Throughout the course, you explore proven Disney techniques used to retain customers for life and identify reliable strategies to deliver more effectively on your organizations brand.

Who Should Attend

Anyone interested in the brand loyalty principles and practices upon which the strong Disney reputation is built to create lasting customer relationships and business loyalty.

Course Content

Introduction Recognizing the first step toward brand loyalty Keys to building and sustaining customer loyalty Setting your organization apart from competitors The Disney Difference in Brand Loyalty Distinguishing brand vs. branding Examining the brand: customer perceptions and experiences Revealing the truth: the brand as customer stories Establishing activities and tactics for effective branding Avoiding negative influences on your brand Establishing brand loyalty Applying the Goodyear Six Stages of Brand Evolution The importance of creating a loyalty relationship Strengthening brand loyalty by focusing on the customer Designing the customer experience

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Drafting and communicating your brand promise Committing to perform what is promised Making your brand promise unique, believable and compelling Prioritizing your communication to key target audiences Telling a story through your communication Positioning your brand in the marketplace Rating your organization in relation to competitors Distinguishing your products or services Ensuring corporate responsibility The Disney philosophy on corporate responsibility Considering your impact on community Improving loyalty through social responsibility policies Establishing a Sustainable Future Maintaining long-term relationships that lead to sustainable advantage Maximizing brand loyalty across audience segments Applying brand loyalty mapping at each point of contact Developing a sustainable future for your organization

Exercises

Through the interactive dynamics of classroom sessions, application exercises and conversations with Disney leaders, you discover the brand loyalty principles at the core of the Disney organizations strength. Exercises include: Exploring the strengths of recognized brands Performing a loyalty effectiveness assessment Empowering emotional engines Identifying the expectations of your audience Applying benchmarks and diagnostic tools to assess the health of your organizations brand Analyzing your organizations impact with experience mapping Conducting gap assessments to provide focused products and services Creating an action plan for your organization

COURSE DATES:
Walt Disney World Resort
April 3-6, 2011 July 31-Aug. 3, 2011

Additional Cities:
Washington, D.C.: Oct. 3-4, 2011

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Disneys Approach to Inspiring Creativity

You Can Learn How To
Adapt Disneys concepts and practices for optimizing creativity. Structure a foundation for a collaborative culture within your organization. Promote an organizational identity that unites employees in a common purpose. Encourage risk taking with a strong, well-communicated organizational identity. Improve business results through effective internal structures. Evaluate the links between leadership and organizational creativity. Implementing strategies in your organization Identifying areas for greatest improvement Taking steps to nurture a collaborative culture Focusing employee creativity toward organizations goals Navigating with Organizational Identity Establishing organizational identity Focusing employees on a common goal The why behind your products and services Key components critical to organizational identity Analyzing Disney techniques Developing and communicating an identity Including employee voices when envisioning your identity Effectively communicating your identity Expanding Your Identity with Strategic Risk Taking and Decision Making Managing risks and avoiding failures Disneys tradition of innovation and risk taking Analyzing ideas that may lead to an expansion of the organizational identity Calculating risks and analyzing successful failures Implementing new ideas generated in the creative process Maintaining identity alignment Aligning new products, the brand, the market, and share of currency with organizational identity Identifying misalignments using a matrix tool Evaluating ideas whose time has not yet come Achieving Measurable Results through Structural Systems Managing creativity within day-to-day operations Establishing parameters to set clear goals, allocate resources, and prepare for contingencies Recognizing and supporting right-fit talent to fully develop an idea Assigning accountability to deliver results Applying processes to move ideas from generation to implementation Adopting a continuous improvement process Identifying opportunities for system improvements Making internal systems more efficient and effective Listen and learn, act, re-measure Recognize and celebrate, share

Course Benefits

Founded upon creativity, Disney continues to engage and organize the creative power of its employees with great success. In this course, you learn to benefit from the diversity and depth of your workforce to unleash a constant source of new and creative solutions to everyday business challenges. You gain the skills to analyze your own organization and create action steps to maximize the flow of creativity within your organization.

Who Should Attend

Anyone interested in Disney best practices for inspiring creativity at all employee organizational levels to capture and leverage the creative potential in his/her organization.

Course Content

Introduction Defining creativity as part of an organizations success Uncovering your organizations potential to be creative Differentiating the four key components that make up Disneys model for inspiring creativity Emphasizing the leaders capabilities to drive creativity Fostering a Collaborative Culture Creating a framework for innovation Defining a creative culture Separating ideas from identity Creating safe and encouraging atmospheres for ideas Keys to a collaborative culture Promoting a passion for the purpose in employees Emphasizing shared values Recognizing the importance of communication Developing mutual trust to ensure collaboration Valuing diverse perspectives to ensure a fresh source of ideas Brainstorming to gain maximum expression from everyone

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Analyzing your own situation Determining improvements you can make among the four key components of structural systems Taking action to implement those improvements The Leaders Role in Inspiring Creativity Storyboarding and storytelling: the bridge from dreaming to doing Storyboarding to get your teams involved Encouraging storyboarding techniques to assist in developing new ideas Employing storytelling techniques to sell your ideas Leading a creative culture Taking responsibility, demonstrating commitment and providing inspiration Identifying your role as a leader Inspiring commitment to creativity and innovation among staff Creating competitive advantage

Exercises

Through the interactive dynamics of classroom sessions, application exercises and conversations with Disney leaders, you discover the creativity principles at the core of the Disney organizations strength. Exercises include: Exploring Disney creativity in action Evaluating key elements for building a collaborative culture Establishing and communicating an organizational identity Applying a matrix tool to gauge risks Analyzing structural systems to find areas for improvement Implementing continuous improvement methods Discovering storyboarding and storytelling techniques to bring ideas to life

COURSE DATES:
Walt Disney World Resort
July 24-27, 2011

Additional Cities:
Chicago: Oct. 11-12, 2011 Washington, D.C.: Aug. 17-18, 2011

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Disneys Approach to Business Excellence

You Can Learn How To
Adapt Disney business strategies and practices to improve your organization. Develop a leadership vision that inspires dedication and commitment among employees. Apply key elements of the Disney people management strategy to strengthen your culture. Develop an organizational culture that supports consistent delivery of exceptional quality service. Foster a collaborative environment that draws on the creative resources of your entire organization. Incorporate time-tested principles for building and fortifying brand loyalty. Establishing and expanding your organizational identity Thinking inside the box Thinking outside the box by taking intelligent risks Calculating risks and analyzing successful failures Valuing diverse perspectives to ensure a fresh source of ideas Brainstorming to gain maximum expression from everyone Maximizing structural systems Components for implementing new ideas: Parameters, Expertise, Accountability, Processes Engaging in a continuous improvement process Involving employees in low cost and no cost ideas Leadership Strategies for Organizational Excellence Communicating your vision Developing a clear vision for employees and customers Emphasizing a consistent message Integrating message throughout the organization Combining structure and processes Aligning processes and structure to vision Proactive vs. reactive organizational change Creating a strong sense of ownership, initiative and pride Creating engagement and commitment Overcoming hurdles to employee empowerment Leading to create strong commitments Partnering with employees to involve them in the organization Disney People Management Practices Communicating a consistent message Designing every business aspect with purpose and intent Operating from shared values that are well-defined across the organization Clearly communicating expectations Maintaining a goal-oriented focus Casting for right-fit talent Hiring process as a reflection of corporate culture Taking a centralized approach Promoting an environment that matches your values Training and career management Disneys in-depth training program Emphasizing recognition and ongoing career development

Course Benefits

For over 85 years, The Walt Disney Company has maintained a comfortable and lasting position in the marketplace due to a strong commitment to its core values. Throughout this course, you gain insight into the strategies that drive the Disney organization, including its emphasis on inspiring creativity, leadership excellence, people management, quality service, and brand loyalty practices. Discover how to adapt these methods to strengthen your organization and help drive long-term results.

Who Should Attend

Managers, leaders and those interested in discovering the key business practices that make the Disney organization a worldwide success to drive financial results and provide a sustainable future.

Course Content

An Introduction to the Disneys Chain of Excellence Creativity as a competitive advantage The power of a leadership vision Maintaining a corporate culture created by design Establishing exceptional quality service Sustaining customer loyalty Inspiring Creativity Fostering a collaborative culture Defining a culture of collaboration Valuing diverse perspectives to encourage new ideas Techniques for obtaining maximum expression of ideas

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Consistent Delivery of Quality Service Establishing exceptional customer service Disneys successful formula Gauging customer needs, wants, stereotypes and emotions Personalizing customer experiences Applying quality standards Establishing operational criteria Aligning local and global processes to support customer experiences Benchmarking to measure and sustain progress Integrating quality service seamlessly Implementing a quality service matrix Aligning quality standards with delivery systems Treating everyone like a VIP at every point of contact

Fortifying Brand Loyalty Monitoring brand identity Examining customer perceptions and experiences Establishing the difference between brand and branding Avoiding negative influences on your brand Recognizing the loyalty profit chain Building relationships for repeat business Keys to building and sustaining customer loyalty Designing the customer experience Evaluating customer relationship management programs Communicating corporate responsibility Maintaining a sustainable competitive advantage Communicating your brand promise as unique, believable and compelling Expanding products and services Collecting and listening to customer feedback Setting your organization apart from competitors

COURSE DATES:
Walt Disney World Resort
August 15-19, 2011 November 7-11, 2011

Additional Cities:
Rockville, MD: April 18-22, 2011

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Building a Culture of Healthcare Excellence

You Can Learn How To
Adapt Disney business strategies and practices to improve your healthcare organization. Structure a vision that inspires dedication and commitment among healthcare professionals. Apply key elements of the Disney People Management strategy to strengthen your healthcare operational culture. Develop an organizational culture that supports consistent delivery of exceptional quality service, both internally for employees and externally for your healthcare patients. Foster a collaborative environment that draws on the ever-present resources of your entire employee base. Explore time-tested principles for building and fortifying loyalty and quality of reputation. Designed Culture: The Linked Keys to Sustainability Discover how loyalty and reputation are created and sustained. Learn how trust is garnered through the patient experience, which is generated by the relationship of both the employee and the leadership experiences of the delivering organization. Identify the business practice used for sustaining a positive culture through successful design and attention to detail. The Consumer Experience Designing Service Processes that Create Value Understand the Disney definition of Quality Customer Service, and how service focus is continually maintained. Discover the Disney approach to the measurement of its customers behaviors and expectations. Learn about common purpose development and its necessary evolution within the healthcare environment. Discover the Disney Quality Standards the operating priorities that guide every employee in consistent service delivery and how they can be applied to the healthcare culture. Explore the universal service delivery systems, and how Disney integrates its business goals with each system. Understand how the patient and family service experience can be directly and positively impacted in a healthcare environment. The Employee Experience: Internal Service Motivating External Distiction Internal Service Motivating External Distinction Explore the use of highly-focused human resource strategies and tactics. Discuss the Disney approach to successful cultural onboarding through its orientation processes, on-the-job training, and the role of continual employee care and support. Understand the importance of maintaining behavioral expectations, and how accountability to these expectations is achieved. Discover how Disney supports its employee experience on a daily basis. Understand how employees service experiences can directly and positively impact a healthcare environment.

Course Benefits

For over 85 years, The Walt Disney Company has maintained a comfortable and lasting position in the marketplace due to a strong commitment to its core values. This course is meant to inspire the creation of a sustainable healthcare organizational culture one that will create transformative patient and employee relationships that consistantly exceed expectations and drive a reputation for excellence and help develop a continued competitive edge for your healthcare organization.

Who Should Attend

Any healthcare professional (owners, executive leaders, department managers, operational leaders, clinicians, healthcare staff) from any healthcare environment. This includes hospitals; assisted-living and long-term care organizations; medical, dental, osteopathic, veterinary, podiatry and chiropractic practices; outpatient diagnostic and surgical centers; outpatient laboratory centers; and acute and emergency care clinics.

Course Content

Introduction Anticipate the needs, wants, and emotions of your patients and their families in order to exceed their service expectations. Bring consistency to the delivery of services in your healthcare organization by establishing quality standards. Design a delivery system that focuses on the employees, environment, and processes that enhance quality service. Create a service plan that integrates quality standards and delivery systems that focus on exceeding patient expectations.

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The Leadership Experience: Alignment and Accountability Understand how service vision is differentiated from the organizations overall business vision. Discuss global communication principles, and learn about Disneys system of successful, leadership-led, operationalized information sharing. Explore how engaging employees at every level increases the opportunity for greater levels of success in the organization. Understand the critical nature of holding leadership, at every level, accountable for both behavioral and productivity expectations. Understand how leadership accountability processes can drive excellence in any healthcare environment.

COURSE DATES:
Walt Disney World Resort
July 11-13, 2011 Course dates and locations are subject to change. For the most current course information, please visit www.disneyinstitute.com/catalog. Oct. 2-5, 2011

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Pricing and Locations

Walt Disney World Resort and Disneyland Resort
In typical Disney fashion, all Disney Institute multi-day courses at the Walt Disney World and Disneyland Resorts are truly unique because they transport you out of the traditional classroom and into real behind-the-scenes interactions with Disney leaders. This is truly an incredible opportunity to benchmark a world-class organization, peek behind the curtain to experience what most Guests never get to see, and learn about business strategies that are adaptable to your own business.

Please Note: Guests should plan to arrive the day prior to the program starting and depart the day after the program ends due to the full schedule presented on each of the program days.

Walt Disney World Resort in Orlando, Fla.: 3-Day Courses

Whats included: Three days of official Disney Institute training with two facilitators starting at 5:00 p.m. on the first day and ending at 1:30 p.m. on the fourth day Comprehensive reference materials Guided field experiences throughout the Walt Disney World Resort Three 1-Day, 1-Park After 4 p.m. tickets Meetings with working leaders and employees (Cast Members) A participant list for future networking A welcome dinner, daily breakfast and lunch buffet; and refreshments

Three-day courses include all of the offerings from the 3-day courses except the three 1-Day, 1-Park After 4 p.m. tickets and the welcome dinner.

Pricing
Standard pricing Disney Institute Alumni & their Guests Students/teachers $3,495 $2,995 $2,995 Non-profit employees Military/government employees Disney Vacation Club Members $2,995 $2,995 $2,895

Walt Disney World Resort in Orlando, Fla.: 5-Day Courses

Whats included: Five days of official Disney Institute training with two facilitators starting at 8:00 a.m. on the first day and ending at 5:00 p.m. on the fifth day Guided field experiences throughout the Walt Disney World Resort A participant list for future networking Meetings with working leaders and employees (Cast Members) Comprehensive reference materials Daily breakfast and lunch buffet, refreshments One 5-Day Magic Your Way Ticket with Park Hopper Option

Pricing
Standard pricing Disney Institute Alumni & their Guests Students/teachers $5,795 $5,295 $5,295 Non-profit employees Military/government employees Disney Vacation Club Members $5,295 $5,295 $5,195

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Disneyland Resort in Anaheim, Calif.: 3-Day Courses

Whats included: Three days of official Disney Institute training with two facilitators starting at 5:00 p.m. on the first day and ending at 1:30 p.m. on the fourth day Comprehensive reference materials Guided field experiences throughout the Disneyland Resort Three 1-Day, 1-Park After 4 p.m. tickets Meetings with working leaders and employees (Cast Members) A participant list for future networking A welcome dinner, daily breakfast and lunch buffet; and refreshments

Three-day courses include all of the offerings from the 3-day courses except the three 1-Day, 1-Park After 4 p.m. tickets and the welcome dinner.

Pricing
Standard pricing Disney Institute Alumni & their Guests Students/teachers $3,495 $2,995 $2,995 Non-profit employees Military/government employees Disney Vacation Club Members $2,995 $2,995 $2,895

Disneyland Resort in Anaheim, Calif.: 1-Day Workshops

Whats included: One day (8 hours) of official Disney Institute training with one facilitator Comprehensive reference materials Guided field experiences throughout the Disneyland Resort Meetings with working leaders and employees (Cast Members) A participant list for future networking Buffet lunch
Two 1-day programs* Three 1-day programs* Four 1-day programs* Five 1-day programs*

Pricing
Standard pricing Disney Institute Alumni & their Guests Students/teachers Non-profit employees Military/government employees Disney Vacation Club Members

One 1-day program

$499 $399 $399 $399 $399 $399

$899 $799 $799 $799 $799 $799

$1,299 $1,199 $1,199 $1,199 $1,199 $1,199

$1,675 $1,575 $1,575 $1,575 $1,575 $1,575

$1,999 $1,899 $1,899 $1,899 $1,899 $1,899

*All 1-day programs can be booked consecutively at packaged rates.

Cancellation Policy: If for any reason you are unable to attend your program, you can cancel for a full refund 60 days before the program start date. If you must cancel within 60 days before the program start date, you may transfer to any other available date. You may not cancel or transfer your reservation within 30 days of the program date.

Additional U.S. Locations

Atlanta New York Chicago Washington, D.C.

1-888-THE-TREE (1-888-843-8733)

For over 20 years, Disney Institute has been teaching Disney business strategies to millions of professionals from virtually every industry. Now Learning Tree, a global provider of truly effective hands-on management and IT training with over three decades of experience, is offering these same courses at select Learning Tree Education Centers in the U.S. Its the perfect combination that will enable you to benefit from these acclaimed Disney professional development courses at convenient locations. locations. www.learningtree.com/disneyinstitute
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Private Programs
Disney Institute can be the catalyst for positive organizational change through a variety of personalized, tailored or customized programs for groups of 10 people or more: Personalized, Tailored, and Customized. When your teams needs are unique, create a highly effective and powerful learning experience by participating in a collaborative and immersive approach, where key elements from your organizations needs are combined with the Disney core competencies.

Personalized Programs
Personalized programs are pre-developed with existing presentation and workbook materials. Based on one of the five core Disney Institute topics, each program is personalized with examples and enhancements best suited for your industry and your participants. To maximize the programs impact on your audience, your facilitator will work with you in advance to integrate into the experience messages your group will find relevant, meaningful and beneficial.

Tailored Programs
Tailored programs combine multiple topics and modules from the five key Disney Institute concepts. After sharing your specific organizational objectives with an experienced consultant, a program based on these objectives will be specially constructed from current materials, workbooks and content relevant to the needs youve identified.

Customized Programs

Customized programs enable you to create a completely unique collaboration with Disney Institute that blends the essence of your organization, its business needs, and the expertise of Disney Institute. With the ability to access all of our content and topics, this customized approach is a cost-efficient way to develop targeted, effective messages and adaptable business practices for all areas of our organization. Through the Disney Speaker Series, your group will hear compelling and thought-provoking stories from speakers like Lee Cockerell, the former executive vice-president of Walt Disney World Resort Operations. Lee is a seasoned Disney leader and dynamic presenter with powerful, real-life examples guaranteed to inspire your organization to strive for excellence and business success. Additionally, 90-minute presentations delivered by Disney Institute professionals feature a specialty topic or core topic personalized for your group, with each presentation certain to motivate and inspire groups of all types and sizes. Operation Disney: The Magic Backstage Through the innovative creation of the Disneyland Resort, Walt Disney was able to bring to life perhaps an even greater breakthrough: a unique approach to business itself. Now, through exclusive, behind-the-scenes glimpses of the original Disneyland Park come inspiring, in-depth perspectives of the proven Disney approaches to leadership excellence, people management, quality service, brand loyalty and inspiring creativity powerful business philosophies created by Walt Disney himself and taught by Disney Institute. The Business Behind the Magic Tour In addition to creating a magical environment for Guests from around the world, Walt and Roy Disney mastered the art of business. The Business Behind the Magic, a 3-hour tour taught by Disney Institute, shows how five key principles (leadership excellence, people management, quality service, brand loyalty and inspiring creativity) come to life each day at the Walt Disney World Resort for Cast Members and Guests. You will explore the rarely seen locations like the Utilidor system, Epcot Cast Services and more. Concepts from at least one Disney Institute core topic are featured at each location throughout the tour, along with quantitative examples of how each area successfully implemented those concepts. Your experience can be tailored to emphasize a particular core topic by substituting any of the tour stops with one of four additional locations.

Disney Speaker Series

Business Tours

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Continuing Education Credits through Disney Institute

When you participate in select Disney Institute programs, you may qualify for nationally recognized continuing education credit. Disney Institute is proud to offer accredited programming through relationships with organizations such as the American College of Healthcare Executives, the National Association of State Boards of Accountancy and the Human Resource Certification Institute.

American College of Healthcare Executives (ACHE)

Target Audience: Hospital Administrators and other healthcare executives Approved Programs: Disneys Approach to Leadership Excellence Disneys Approach to People Management Disneys Approach to Quality Service Disneys Approach to Brand Loyalty Disneys Approach to Inspiring Creativity (These programs only carry credit when delivered in person or online) Credits Offered: Minimum of one-hour credit (1 CEU credit hour) for every hour of face-to-face training. Credit can be earned in a public program or as part of an intact group. Program Terms: Disney Institute is authorized to award ACHE Category II continuing education credit for each contact hour of educational programming, which is applicable toward advancement or recertification in the American College of Healthcare Executives. Participants apply for the credits directly through the ACHE for their accreditation or take a certificate to their own governing board. Disney Institute issues a certificate in accordance with ACHE Level II standards.

National Association of State Boards of Accountancy (NASBA CPE credit)

Target Audience: Certified Public Accountants Approved Programs: Disneys Approach to Leadership Excellence Disneys Approach to People Management Disneys Approach to Quality Service Disneys Approach to Brand Loyalty Disneys Approach to Inspiring Creativity Credits Offered: One CPE credit for each 50 minutes of class time; total credits are based on the length of the program. Credit can be earned in a public program or as part of an intact group. Program Terms: Disney Institute is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Disney Institute issues certificates with credits earned based in accordance with NASBA standards.

Human Resource Certification Institute (HRCI)

Program Title: Sustaining a Competitive Advantage through a Culture of Excellence Credits Offered: 13.5 hours in 2010 Program Terms: Designed with the Society for Human Resource Management (SHRM), this program is only held at the annual conference for human resource professionals striving to build a work environment that stimulates interest, commitment, quality, productivity, and unity of purpose. It is approved for recertification credits through the Human Resource Certification Institute for Professionals in Human Resources (PHR) and Senior Professionals in Human Resources (SPHR).

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Course Dates at Disney Destinations

Disneys Approach to Leadership Excellence
Walt Disney World Resort Feb. 27-March 2, 2011 March 27-30, 2011 May 1-4, 2011 June 12-15, 2011 July 17-20, 2011 Aug. 21-24, 2011 Sept. 25-28, 2011 Oct. 30-Nov. 2, 2011 Dec. 11-14, 2011 Disneyland Resort April 6, 2011 June 13, 2011 Aug. 21-24, 2011 Oct. 17, 2011 Dec. 7, 2011

Building a Culture of Healthcare Excellence

Walt Disney World Resort Feb. 20-23, 2011 April 10-13, 2011 July 11-13, 2011 Oct. 2-5, 2011

Disneys Approach to Brand Loyalty

Walt Disney World Resort April 3-6, 2011 July 31-Aug. 3, 2011

Disneys Approach to Quality Service

Walt Disney World Resort March 9-12, 2011 April 17-20, 2011 May 22-25, 2011 June 26-29, 2011 Sept. 18-21, 2011 Oct. 23-26, 2011 Dec. 4-7, 2011 Disneyland Resort April 8, 2011 June 15, 2011 Oct. 19, 2011 Dec. 9, 2011 Walt Disney World Resort July 24-27, 2011

Disneys Approach to Inspiring Creativity

Disneys Approach to Business Excellence Disneys Approach to People Management

Walt Disney World Resort April 6-9, 2011 June 8-11, 2011 July 13-16, 2011 Sept. 14-17, 2011 Oct. 12-15, 2011 Nov. 16-19, 2011 Disneyland Resort April 7, 2011 June 14, 2011 Oct. 18, 2011 Dec. 8, 2011 Walt Disney World Resort Feb. 7-11, 2011 May 16-20, 2011 Aug. 15-19, 2011 Nov. 7-11, 2011

How to Enroll

Enroll today by registering on www.disneyinstitute.com/catalog or calling 407-566-2630 for any of the Disney Institute courses at Walt Disney World Resort in Florida, Disneyland Resort in California, and major cities across America and countries around the globe.

For the most current course information and dates, please visit www.disneyinstitute.com/catalog.
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OPEN ENROLLMENT PRE-PAID REGISTRATION PACKS

Save When You Pre-Pay
Now your organization can save up to 50% off the price of select Disney Institute professional development programs when you pre-pay registration fees for your employees. Purchase 5 to 100 registrations in advance, and you can save up to half off the non-discounted rate for the same program.* Prepaid registrations may be used for any Disney Institute public programs held only at the Walt Disney World Resort or Disneyland Resort. They can be used up to 12 months from date of purchase, giving your business a flexible training option that fits within the schedule and needs of your business and your employees. The savings can be used to help stretch your organizations training dollars, giving you more opportunities to use Disney Institute programs as incentives or awards, or to help spread Disney Institute thinking throughout your organization. For more information, please call 407-566-2630 or send an e-mail to contactus@disneyinstitute.com. *Savings based on number of pre-paid registrations. Programs are subject to availability. No more than 19 pre-paid registrations may be used for the same program. Registrations may only be used by individuals from the same organization. Offer valid for program fees only and does not include items, such as transportation and hotel accommodations. Registrations are non-refundable and non-transferable.

www.disneyinstitute.com/catalog

www.disneyinstitute.com/catalog

Disney

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