Disney U

“Laughter is no enemy to learning.” – Van France, Founder of Disney University

1. Values Motivate Staff More Than Material Rewards

Money isn’t the magic key to a happy, driven workforce. Employees need more than paychecks and perks—they need a reason to care about their work. A company’s values can provide that reason, creating a sense of purpose and connection.

Disney does this effectively through Disney University, where cast members (their term for employees) are immersed in the company’s philosophy. By learning the history and values of Disney, employees aren't just working for pay but are inspired to contribute to a tradition that started with Walt Disney himself.

This approach ensures cast members empathize with Disney’s stakeholders. They’re not just playing a role; they live it. A shared belief in making dreams come true fuels their collective motivation.

Examples

• Disney staff orientation focuses on sharing company history alongside job specifics.
• Van France updated Disney University programs to handle the growth of the company.
• Managers routinely check in and stay connected to employees' concerns.

2. Business Is Both Science and Art

Thriving businesses find a balance between structure and creativity. They need precision and infrastructure paired with personality and flair to stand out. Disney’s success illustrates this synergy.

Disney’s “science” lies in smoothly run parks—clean, efficient, and expertly engineered with customer-friendly layouts. Its unique “art” comes from personal interactions and experiences provided by well-trained cast members who bring stories to life.

Cast members acting as iconic characters go through specialized training to master everything from their movements to their gestures, ensuring they embody the magic of their roles. It’s this mix of practical planning and artistic passion that sets Disney apart.

Examples

• Disney parks prioritize cleanliness and visually pleasing layouts for guests.
• Character actors train extensively to move and interact as animated counterparts.
• Every employee learns interpersonal skills for enchanting guest interactions.

3. Keep One Foot in the Past and One in the Future

A successful business respects its origins while adapting to change. Disney excels at this by embracing its rich legacy while staying innovative and future-focused.

New recruits learn about Disney’s history and the values it was built on, fostering a deep sense of belonging. Yet, Disney continually integrates modern technologies, from advanced animation tools to state-of-the-art park attractions.

Feedback loops are another way Disney bridges past and future. After identifying initial issues with their tradition programs, Disney modified the training sequence to prioritize personal employee details before discussing company culture.

Examples

• Disney Traditions teaches employees about Walt Disney and the company’s roots.
• They invest in the latest technologies like virtual reality in their animation studios.
• Employee feedback reshaped orientation programs to improve engagement.

4. Build a Unique Language

The words a company uses can shape its culture. By creating a distinct vocabulary, you can transform ordinary experiences into memorable ones, changing how customers and employees perceive your brand.

Disney coined unique terms to foster its magical image: workers are “cast members,” patrons are “guests,” and crowds are an “audience.” This playful but purposeful language builds an environment where everyone feels their part in the Disney narrative.

This custom language extends across cultures too. In Japan, Disney parks honor local norms by banning alcohol, which resonated with traditional family values. In contrast, France’s park adjusted to include wine, embracing French culture.

Examples

• Disney calls its workers “cast members” to heighten the sense of performance.
• Language adaptations, like including wine in Paris Disney, reflect local cultures.
• Japanese appreciation letters praised the park’s alcohol-free policy as family-focused.

5. Focus on Employee Happiness

Treating employees well isn’t just kind—it’s strategic. A motivated and happy team is more productive and customer-centric. Leaders need to stay aware of employee morale and find ways to uplift it.

Van France exemplified this by walking around Disney University to stay connected with staff. When employees faced challenges adapting to an old training program, he revamped it to better suit their needs. This proactive approach invigorated the team.

Walt Disney himself prioritized employee enjoyment, organizing fun events and promoting his “work hard, play hard” philosophy. This spirit of joy ripples through the entire organization.

Examples

• Disney's management prioritizes personal visits and listening to employee concerns.
• New training programs tailored to employee struggles improved engagement.
• Walt Disney encouraged fun after work, organizing activities for his teams.

6. Customer Interaction Is The Company’s Art Form

For Disney, the people behind the ears—or costumes—are as magical as any ride. Cast members are trained thoroughly to maintain the fantasy, helping guests feel like they’ve stepped into a living fairy tale.

Actors portraying characters must not only move like animations brought to life but also adapt their behavior to audience needs, appealing to kids and adults alike. This intense preparation makes guests believe they've entered an enchanted world.

Even small details are managed carefully. Disney’s approach ensures families are thrilled, kids are dazzled, and no one’s dream goes unmet.

Examples

• Disney hires performers with technical and interpersonal skills to embody characters.
• Personalized interactions, like Mickey Mouse waving to every child, delight customers.
• Training prioritizes maintaining the illusion of the Disney world in every action.

7. Feedback Breeds Growth

Constructive feedback guides improvement. Disney takes this to heart, collecting input from employees at all levels to continually refine processes, training, and attractions.

A Disney executive realized new hires were disengaged during the initial training program. By flipping the session order—sharing schedules and roles before company history—the recruits became more attentive and felt like valued contributors.

This commitment to learning from both employees and customers ensures Disney remains adaptable while maintaining core principles.

Examples

• Employees influence program redesigns through their feedback, like tradition training.
• Guest surveys drive changes in park amenities and rides for better satisfaction.
• Managers collaborate with cast members to troubleshoot workplace issues together.

8. Cultural Sensitivity Creates Connection

To succeed globally, businesses must adapt to local customs. Disney discovered that cultural awareness is essential to gaining trust and creating authentic guest experiences.

When launching Tokyo Disneyland, Disney adopted a no-alcohol policy celebrated by local families. In Paris, however, French cultural norms led Disney to adjust its park rules, allowing wine on-site.

This attention to cultural differences strengthened guests’ connections to Disney, proving that understanding and empathy are key in any industry.

Examples

• Alcohol policies adjusted in Tokyo and Paris parks demonstrate cultural flexibility.
• Localized language and storytelling enhance engagement abroad.
• Cultural awareness during park openings fosters trust and loyalty globally.

9. Difficult Times Require Resilience and Teamwork

Every organization faces rough patches—but what sets strong companies apart is their ability to pull together and persevere. Disney shows how collaboration and optimism guide recovery.

When Roy Disney died shortly after Walt Disney World opened, employees were deeply affected. Managers quickly sought feedback and shared encouragement during meetings in Cinderella’s Castle tower, restoring morale and focus.

Disney's response turned tragedy into opportunity, ultimately leading to improvements in staff training and team unity.

Examples

• Emergency team meetings brainstormed ideas for rejuvenating staff morale.
• Results included revamped HR practices and renewed team enthusiasm.
• Collective brainstorming empowered employees during challenging transitions.

Takeaways

1. Create shared values: Inspire employees by connecting them to your company’s mission beyond monetary benefits.
2. Invest in fun: Moments of joy and bonding strengthen teams and spark creativity.
3. Welcome feedback: Regularly invite input to improve processes, keeping both staff and customers satisfied.