Influencing The Spirit of Your Theme Park 11/15/2007 - IAAPA
Influencing The Spirit of Your Theme Park 11/15/2007 - IAAPA
Influencing The Spirit of Your Theme Park 11/15/2007 - IAAPA
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<strong>Influencing</strong> <strong>The</strong> <strong>Spirit</strong> <strong>of</strong> <strong>Your</strong><br />
<strong>The</strong>me <strong>Park</strong><br />
<strong>11</strong>/<strong>15</strong>/<strong>2007</strong><br />
4:30pm<br />
Room #S331AB
CONTENTS<br />
People To Help You Choose A Bag – Contacts 3<br />
What Is <strong>Spirit</strong>? 4<br />
Why Develop <strong>Spirit</strong>? 5<br />
Describing <strong>Your</strong> Current <strong>Spirit</strong> 6<br />
Identifying <strong>The</strong> <strong>Spirit</strong> You Want To Retain & Develop 7<br />
To Develop <strong>Spirit</strong> You Must Develop… 8<br />
Recognition 10<br />
Communication 12<br />
Celebration 14<br />
Community 16<br />
Don’t Forget To Consider 18<br />
Killing <strong>The</strong> <strong>Spirit</strong> Of <strong>Your</strong> <strong>Park</strong> 19<br />
An Overview <strong>of</strong> <strong>Your</strong> Strategy 21<br />
Bag Repairs – Resources 22<br />
About <strong>The</strong> Facilitator 24<br />
Page<br />
Workshop Learning Objectives:<br />
*Identify strategies that influence the spirit <strong>of</strong> your theme park<br />
*Identify examples <strong>of</strong> winning ways to recognize, celebrate and communicate with staff<br />
*Identify the importance <strong>of</strong> developing pride in the workplace<br />
2
Business Card<br />
Business Card<br />
3
WHAT IS SPIRIT?<br />
4
WHY DEVELOP SPIRIT?<br />
<strong>The</strong> <strong>Spirit</strong> <strong>of</strong> your park affects:<br />
_________________ _________________ ___________________________<br />
_______________ ___________________ _______________________<br />
______________________________________ $$$ THE BOTTOM LINE $$$<br />
5
DESCRIBING THE<br />
CURRENT SPIRIT OF<br />
YOUR PARK…<br />
Happy Unhappy<br />
Friendly Unfriendly<br />
Honest Secretative<br />
Fun Boring<br />
Interactive Non Animated<br />
Enthusiastic Worn<br />
Caring Dismissive<br />
Team Focussed Individualistic<br />
Informed Uninformed<br />
Energetic Suspicious<br />
Pr<strong>of</strong>essional Tentative<br />
Proactive ‘Over it!’<br />
Accommodating Couldn’t Be Bothered<br />
Hospitable Removed<br />
Vibrant Critical<br />
Committed Poor Team Work<br />
Respectful Internally Competitive<br />
Competent Negative<br />
Responsive Destructive<br />
Supportive …………..<br />
Sincere …………..<br />
Empathetic …………..<br />
…………. …………..<br />
6
IDENTIFYING THE<br />
SPIRIT U WANT TO<br />
RETAIN & DEVELOP<br />
At _________________________________ we aim to develop<br />
a spirit that is _______________________________________<br />
___________________________________________________<br />
___________________________________________________<br />
(Stick down luggage labels)<br />
7
TO DEVELOP SPIRIT<br />
YOU MUST DEVELOP STRATEGIES FOR…<br />
8
______% <strong>of</strong> employees report it was somewhat, very, or extremely important for them<br />
to be recognised by their managers when they did good work.<br />
Research conducted by Bob Nelson PH.D<br />
RECOGNITION<br />
Recognition works best when you link it to the ________________ and ____________ you are seeking.<br />
<strong>The</strong> top 2 motivating techniques reported by employees are:<br />
1. <strong>The</strong> manager personally ____________________ employees who do a good job<br />
2. <strong>The</strong> manager writes _________________________ about good performance<br />
Research by Dr. Gerard Graham <strong>of</strong> Wichita State University<br />
Recognition Program Hints<br />
• Fairness<br />
• High Visibility and consistency<br />
• Meaningful<br />
• Affirm your organisational values<br />
10
Recognition Program Ideas<br />
<strong>11</strong>
COMMUNICATION<br />
A great spirit is nurtured when theme parks …<br />
• Utilise a _____________ <strong>of</strong> communication mediums<br />
• Establish ____________ communication expectations<br />
• Deliver ______________ communication<br />
• Communicate _________ stories regularly<br />
Internal Communication Guidelines<br />
1. Value keeping people informed.<br />
2. Open communication.<br />
3. Face-to-face communication.<br />
4. Feedback is encouraged.<br />
5. Information is not communication.<br />
6. <strong>The</strong> team leader is critical.<br />
7. Training will be provided.<br />
8. Communication will respect individuals.<br />
9. We communicate both positive and negative news.<br />
12
Internal Communication Strategy Ideas<br />
NOTICEBOARDS<br />
<strong>The</strong> Golden Rules<br />
1.Nurture<br />
2.___________________<br />
3.Reference<br />
4.Don’t Depend On <strong>The</strong>m<br />
13
CELEBRATION<br />
CONSIDER…<br />
<strong>The</strong> ________ you celebrate<br />
<strong>The</strong> ______________ <strong>of</strong> your celebrations<br />
<strong>The</strong> way you _____________ your staff in the celebrations<br />
“<strong>The</strong> frequency and way your organisation chooses to<br />
celebrate tells your staff how much you care.”<br />
Shaun McKeogh<br />
Warner Village <strong>The</strong>me <strong>Park</strong>s<br />
14
Celebration Event Ideas<br />
<strong>15</strong>
COMMUNITY<br />
Develop:<br />
Opportunities to _____________<br />
Opportunities to be <strong>of</strong> ________<br />
Opportunities to be __________<br />
“Develop reasons for your staff to<br />
be proud that they are part <strong>of</strong> the<br />
team and morale and productivity<br />
will be influenced.”<br />
Shaun McKeogh<br />
Warner Village <strong>The</strong>me <strong>Park</strong>s<br />
16
“Contribute to spirit by promoting<br />
COMMUNITY amongst your<br />
employees so that staff develop<br />
a sense <strong>of</strong> greater pride.”<br />
Shaun McKeogh<br />
Warner Village <strong>The</strong>me <strong>Park</strong>s<br />
17
DON’T FORGET TO CONSIDER…<br />
• Needs ___________<br />
• Takes ___________<br />
• It takes effort<br />
• Doesn’t happen over night<br />
• Staff can be _______<br />
• Staff will be tempted to say “been there done that”<br />
• What’s different this time?<br />
• Essential to have buy in and direction from the _______<br />
• Establish agreed strategies to get you there<br />
• ___________<br />
18
KILLING THE SPIRIT OF YOUR PARK<br />
• ______________ External Branding & Advertising<br />
• Managers Lost Touch With __________________<br />
• “You’re empowered but ____________________”<br />
• No Feedback from _________________________<br />
• ___________________ But Don’t Cause Trouble!<br />
• Management Spending ________ At <strong>The</strong> Frontline<br />
• Condescending ___________________________<br />
• Treating Staff As __________________________<br />
“A dream is just a dream.<br />
A goal is a dream with a plan and a deadline.”<br />
Harvey Mackay<br />
19
COMMUNITY<br />
RECOGNITION<br />
COMMUNICATION<br />
DEVELOPING<br />
THE SPIRIT<br />
OF YOUR<br />
THEME PARK<br />
CELEBRATION<br />
20
Current <strong>Spirit</strong><br />
YOUR STRATEGY –<br />
AN OVERVIEW<br />
<strong>Spirit</strong> Goal<br />
RECOGNITION Aim: To acknowledge desired behaviours and outstanding performance using a variety <strong>of</strong> processes<br />
Strategy 1.<br />
Strategy 2.<br />
Strategy 3.<br />
COMMUNICATION Aim: To keep all staff timely informed using a variety <strong>of</strong> mediums <strong>of</strong> relevant good and bad news<br />
Strategy 1.<br />
Strategy 2.<br />
Strategy 3.<br />
CELEBRATION Aim: To engage staff in opportunities to celebrate achievements, to promote a united team and for the organisation to<br />
express thanks to the staff<br />
Strategy 1.<br />
Strategy 2.<br />
Strategy 3.<br />
COMMUNITY Aim: To give reason for staff to feel pride in the good <strong>of</strong> the organisation and to allow opportunities for the staff<br />
to assist the community<br />
Strategy 1.<br />
Strategy 2.<br />
Strategy 3.<br />
Developed by Shaun McKeogh<br />
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Web Sites<br />
Incentive Central<br />
www.incentivecentral.org<br />
Bag Repairs – Resources<br />
This not-for-pr<strong>of</strong>it information portal aims to provide comprehensive, objective information to help organizations<br />
improve the motivation, engagement, and performance <strong>of</strong> customers, channel partners, salespeople, and employees.<br />
Incentive Research Foundation<br />
www.theirf.org<br />
<strong>The</strong> Incentive Research Foundation funds and promotes research to advance the science, enhance the awareness and<br />
appropriate application <strong>of</strong> motivation and incentives in business and industry globally.<br />
Recognition Pr<strong>of</strong>essionals International (RPI)<br />
www.recognition.org<br />
Recognition Pr<strong>of</strong>essionals International, formerly NAER, is an international non-pr<strong>of</strong>it association <strong>of</strong> employers existing<br />
to study, develop and promote systems that enhance employee engagement and performance through employee<br />
recognition.<br />
World At Work<br />
www.worldatwork.org<br />
World at Work is a not-for-pr<strong>of</strong>it pr<strong>of</strong>essional association dedicated to knowledge leadership in total rewards,<br />
compensation, benefits, and work-life.<br />
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Magazines - Recognition, Incentive, Rewards<br />
Incentive Magazine – www.incentivemag.com<br />
Motivation Strategies Magazine – www.motivationstrategies.com<br />
Incentive - www.managesmarter.com<br />
Reference Books<br />
‘1001 Ways To Reward Employees’<br />
Bob Nelson, Workman Publishing New York, 2005, 1994.<br />
‘Be Our Guest – Perfecting <strong>The</strong> Art Of Customer Service’<br />
Disney Institute, Disney Enterprises Inc., 2001.<br />
‘<strong>The</strong> Carrot Principle’<br />
Adrian Gostick and Chester Elton, Free Press, <strong>2007</strong>.<br />
‘Love <strong>Your</strong> Team – How To Halve <strong>Your</strong><br />
Employee Turnover In Less Than 90 Days!<br />
James Adonis, 2006.<br />
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THE WORKSHOP FACILITATOR<br />
Shaun McKeogh<br />
Culture & People Development Manager<br />
Warner Village <strong>The</strong>me <strong>Park</strong>s<br />
C/O Warner Bros. Movie World<br />
Pacific Motorway Oxenford<br />
4210 Queensland Australia<br />
Phone 61 7 5573 8282<br />
Email shaun.mckeogh@wvtp.com.au<br />
Shaun has over 16 years <strong>of</strong> educational and training experience, pr<strong>of</strong>essionally developing and delivering<br />
programs internationally. In 2006 he was the customer service guest speaker at the Australian<br />
Amusement Leisure And Recreation Association(AALARA) conference. In <strong>2007</strong> he was invited by the<br />
International Association <strong>of</strong> Amusement <strong>Park</strong>s and Attractions(<strong>IAAPA</strong>) to present this workshop at the<br />
International Trade Show and Conference. Shaun’s career has seen him working passionately to deliver<br />
service and fun at all levels in Education, Training, Family Entertainment Centres, <strong>The</strong>atre, Film and<br />
<strong>The</strong>me <strong>Park</strong>s. Shaun has been an active member <strong>of</strong> <strong>IAAPA</strong> for over <strong>11</strong> years. Currently the Culture and<br />
People Development Manager for Warner Village <strong>The</strong>me <strong>Park</strong>s in Australia managing the training for<br />
Australia’s premier theme parks including; Warner Bros. Movie World, Sea World, Wet ‘n’ Wild Water<br />
World, Paradise Country and Australian Outback Spectacular. Shaun is an enthusiastic presenter, able to<br />
facilitate and engage course participants through an enjoyable shared learning experience. He has<br />
extensive experience and passion for <strong>The</strong>me <strong>Park</strong>s. His theme park training specialities include:<br />
leadership development, supervisory skills development, customer service programs, reward and<br />
recognition program development, team building and group facilitation processes. Shaun is a certified<br />
McQuaig Institute Temperament Interpreter and has a Diploma <strong>of</strong> Teaching, Bachelor <strong>of</strong> Education,<br />
Certificate IV Training & Assessment and is a Graduate <strong>of</strong> Tourism Management.<br />
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