NACCM 2010: Learning Leadership Disney Style for Strong Business Results

Presenter: William Greenwald, HUMANA

Leadership Details from Disney:
-Attention to detail – Humana has no meetings between 8:00-9:00 and 4:00-5:00 so they can meet with their employees and say good morning/good evening
-As leaders, you must listen to your employees. They can provide insights as little things you can do to improve your employees interactions with customers.
-When someone is asking a question, figure out what they’re really asking.

Expect resistance – Great leaders must listen. Managers must listen. Most people have problems with change. Have you ever been taught how to deal with change? People have resistance because they don’t know how.

Make people your brand. Is it common practice in your organization? People aren’t often in the most conventional places. Leaders can pick out talent in individuals even though they may not have had previous experience. Hire for your organization with emotional intelligence.

-How do you teach leaders to teach others?
-“Burn the free fuel” – do the free things – recognize your employees, show up to the employee birthday parties, recognize your employees and their spouses
-Train for leaders, not just skill