Influencing The Spirit of Your Theme Park 11/15/2007 - IAAPA

Influencing The Spirit of Your
Theme Park
11/15/2007
4:30pm
Room #S331AB

CONTENTS
People To Help You Choose A Bag – Contacts 3
What Is Spirit? 4
Why Develop Spirit? 5
Describing Your Current Spirit 6
Identifying The Spirit You Want To Retain & Develop 7
To Develop Spirit You Must Develop… 8
Recognition 10
Communication 12
Celebration 14
Community 16
Don’t Forget To Consider 18
Killing The Spirit Of Your Park 19
An Overview of Your Strategy 21
Bag Repairs – Resources 22
About The Facilitator 24
Page
Workshop Learning Objectives:
*Identify strategies that influence the spirit of your theme park
*Identify examples of winning ways to recognize, celebrate and communicate with staff
*Identify the importance of developing pride in the workplace
2

Business Card
Business Card
3

WHAT IS SPIRIT?
4

WHY DEVELOP SPIRIT?
The Spirit of your park affects:
_________________ _________________ ___________________________
_______________ ___________________ _______________________
______________________________________ $$$ THE BOTTOM LINE $$$
5

DESCRIBING THE
CURRENT SPIRIT OF
YOUR PARK…
Happy Unhappy
Friendly Unfriendly
Honest Secretative
Fun Boring
Interactive Non Animated
Enthusiastic Worn
Caring Dismissive
Team Focussed Individualistic
Informed Uninformed
Energetic Suspicious
Professional Tentative
Proactive ‘Over it!’
Accommodating Couldn’t Be Bothered
Hospitable Removed
Vibrant Critical
Committed Poor Team Work
Respectful Internally Competitive
Competent Negative
Responsive Destructive
Supportive …………..
Sincere …………..
Empathetic …………..
…………. …………..
6

IDENTIFYING THE
SPIRIT U WANT TO
RETAIN & DEVELOP
At _________________________________ we aim to develop
a spirit that is _______________________________________
___________________________________________________
___________________________________________________
(Stick down luggage labels)
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TO DEVELOP SPIRIT
YOU MUST DEVELOP STRATEGIES FOR…
8

______% of employees report it was somewhat, very, or extremely important for them
to be recognised by their managers when they did good work.
Research conducted by Bob Nelson PH.D
RECOGNITION
Recognition works best when you link it to the ________________ and ____________ you are seeking.
The top 2 motivating techniques reported by employees are:
1. The manager personally ____________________ employees who do a good job
2. The manager writes _________________________ about good performance
Research by Dr. Gerard Graham of Wichita State University
Recognition Program Hints
• Fairness
• High Visibility and consistency
• Meaningful
• Affirm your organisational values
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Recognition Program Ideas
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COMMUNICATION
A great spirit is nurtured when theme parks …
• Utilise a _____________ of communication mediums
• Establish ____________ communication expectations
• Deliver ______________ communication
• Communicate _________ stories regularly
Internal Communication Guidelines
1. Value keeping people informed.
2. Open communication.
3. Face-to-face communication.
4. Feedback is encouraged.
5. Information is not communication.
6. The team leader is critical.
7. Training will be provided.
8. Communication will respect individuals.
9. We communicate both positive and negative news.
12

Internal Communication Strategy Ideas
NOTICEBOARDS
The Golden Rules
1.Nurture
2.___________________
3.Reference
4.Don’t Depend On Them
13

CELEBRATION
CONSIDER…
The ________ you celebrate
The ______________ of your celebrations
The way you _____________ your staff in the celebrations
“The frequency and way your organisation chooses to
celebrate tells your staff how much you care.”
Shaun McKeogh
Warner Village Theme Parks
14

Celebration Event Ideas
15

COMMUNITY
Develop:
Opportunities to _____________
Opportunities to be of ________
Opportunities to be __________
“Develop reasons for your staff to
be proud that they are part of the
team and morale and productivity
will be influenced.”
Shaun McKeogh
Warner Village Theme Parks
16

“Contribute to spirit by promoting
COMMUNITY amongst your
employees so that staff develop
a sense of greater pride.”
Shaun McKeogh
Warner Village Theme Parks
17

DON’T FORGET TO CONSIDER…
• Needs ___________
• Takes ___________
• It takes effort
• Doesn’t happen over night
• Staff can be _______
• Staff will be tempted to say “been there done that”
• What’s different this time?
• Essential to have buy in and direction from the _______
• Establish agreed strategies to get you there
• ___________
18

KILLING THE SPIRIT OF YOUR PARK
• ______________ External Branding & Advertising
• Managers Lost Touch With __________________
• “You’re empowered but ____________________”
• No Feedback from _________________________
• ___________________ But Don’t Cause Trouble!
• Management Spending ________ At The Frontline
• Condescending ___________________________
• Treating Staff As __________________________
“A dream is just a dream.
A goal is a dream with a plan and a deadline.”
Harvey Mackay
19

COMMUNITY
RECOGNITION
COMMUNICATION
DEVELOPING
THE SPIRIT
OF YOUR
THEME PARK
CELEBRATION
20

Current Spirit
YOUR STRATEGY –
AN OVERVIEW
Spirit Goal
RECOGNITION Aim: To acknowledge desired behaviours and outstanding performance using a variety of processes
Strategy 1.
Strategy 2.
Strategy 3.
COMMUNICATION Aim: To keep all staff timely informed using a variety of mediums of relevant good and bad news
Strategy 1.
Strategy 2.
Strategy 3.
CELEBRATION Aim: To engage staff in opportunities to celebrate achievements, to promote a united team and for the organisation to
express thanks to the staff
Strategy 1.
Strategy 2.
Strategy 3.
COMMUNITY Aim: To give reason for staff to feel pride in the good of the organisation and to allow opportunities for the staff
to assist the community
Strategy 1.
Strategy 2.
Strategy 3.
Developed by Shaun McKeogh
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Web Sites
Incentive Central
www.incentivecentral.org
Bag Repairs – Resources
This not-for-profit information portal aims to provide comprehensive, objective information to help organizations
improve the motivation, engagement, and performance of customers, channel partners, salespeople, and employees.
Incentive Research Foundation
www.theirf.org
The Incentive Research Foundation funds and promotes research to advance the science, enhance the awareness and
appropriate application of motivation and incentives in business and industry globally.
Recognition Professionals International (RPI)
www.recognition.org
Recognition Professionals International, formerly NAER, is an international non-profit association of employers existing
to study, develop and promote systems that enhance employee engagement and performance through employee
recognition.
World At Work
www.worldatwork.org
World at Work is a not-for-profit professional association dedicated to knowledge leadership in total rewards,
compensation, benefits, and work-life.
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Magazines - Recognition, Incentive, Rewards
Incentive Magazine – www.incentivemag.com
Motivation Strategies Magazine – www.motivationstrategies.com
Incentive - www.managesmarter.com
Reference Books
‘1001 Ways To Reward Employees’
Bob Nelson, Workman Publishing New York, 2005, 1994.
‘Be Our Guest – Perfecting The Art Of Customer Service’
Disney Institute, Disney Enterprises Inc., 2001.
‘The Carrot Principle’
Adrian Gostick and Chester Elton, Free Press, 2007.
‘Love Your Team – How To Halve Your
Employee Turnover In Less Than 90 Days!
James Adonis, 2006.
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THE WORKSHOP FACILITATOR
Shaun McKeogh
Culture & People Development Manager
Warner Village Theme Parks
C/O Warner Bros. Movie World
Pacific Motorway Oxenford
4210 Queensland Australia
Phone 61 7 5573 8282
Email shaun.mckeogh@wvtp.com.au
Shaun has over 16 years of educational and training experience, professionally developing and delivering
programs internationally. In 2006 he was the customer service guest speaker at the Australian
Amusement Leisure And Recreation Association(AALARA) conference. In 2007 he was invited by the
International Association of Amusement Parks and Attractions(IAAPA) to present this workshop at the
International Trade Show and Conference. Shaun’s career has seen him working passionately to deliver
service and fun at all levels in Education, Training, Family Entertainment Centres, Theatre, Film and
Theme Parks. Shaun has been an active member of IAAPA for over 11 years. Currently the Culture and
People Development Manager for Warner Village Theme Parks in Australia managing the training for
Australia’s premier theme parks including; Warner Bros. Movie World, Sea World, Wet ‘n’ Wild Water
World, Paradise Country and Australian Outback Spectacular. Shaun is an enthusiastic presenter, able to
facilitate and engage course participants through an enjoyable shared learning experience. He has
extensive experience and passion for Theme Parks. His theme park training specialities include:
leadership development, supervisory skills development, customer service programs, reward and
recognition program development, team building and group facilitation processes. Shaun is a certified
McQuaig Institute Temperament Interpreter and has a Diploma of Teaching, Bachelor of Education,
Certificate IV Training & Assessment and is a Graduate of Tourism Management.
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