Meet a Facilitator: Mary Flynn

What inspired you to become a Disney Institute facilitator?
I was working out of Disney University, which is where our internal training is conducted. Half of my job as Performance Consultant was to teach the catalog of Leadership training programs to front line managers, middle managers and executives. The other half of my job was to help these leaders build high performance teams to continue delivering the service for which Disney has become well known.

One day a Disney Institute leader approached me about an opportunity to 'marry' that understanding of how Disney leaders and teams operate, with the interest and needs of client organizations who want to benchmark the Disney organization. I had always admired the work that Disney Institute had been doing for years… so the invitation was quite exciting. That was more than nine years ago and it's still one of the best decisions I ever made.

What is the most rewarding part of being a Disney Institute facilitator?
There are thousands of wonderful people I get to meet… people genuinely interested in making a difference in their organizations, big and small. Also, I have a chance to share our program content and time-proven best practices – that's a powerful combination. When I present, I always listen for the "Hmm… I had never seen it quite that way. I can do that." That's a wow, every time for them and for me.

It is also extremely gratifying to watch a group of new participants, who hardly know each other, come to a multi-day program and quickly bond, communicate, share and learn in a friendly and engaging environment. Many of them create lasting relationships that enhance both their personal and professional network.

What is the biggest 'A-HA' moment you've experienced with a client?
I met with a meeting planner and HR Director one day to explain possible Disney Institute programming for their upcoming conference. They were very interested, but the CEO was not at all on board. Some big name speakers had already been lined up, and the CEO didn't want to spoil the event with 'some silly pixie dust stuff' that wouldn't serve any useful purpose or deliver any ROI.

In the end, the CEO agreed to 'take a chance' and booked the 90-minute Leadership, Disney Style program and the 90-minute Quality Service, Disney Style program. Well, out of 36 conference offerings and eight recognized speakers, Disney Institute received the highest ratings of not only that conference but also any conference they'd hosted to date. That was six years ago and that CEO is still booking Disney Institute content for his company's conferences.

What advice would you give to a client who is fearful of running a business in the current economic environment?
Whenever I feel discouraged by economic news, I think of the businesses that were started during the Great Depression of the 1930s, like Allstate Insurance, Tyson Foods, Mobil Oil. I remember the products that were invented during a time when people were trying to survive the hardest economic period our country ever witnessed: the trampoline, the radio telescope, the jet engine, nylon, etc.

Times don't always define us, but attitudes surely do. Walt Disney endured a couple of wars, bankruptcy, and a pretty tough emotional crisis, but he would not give up on his dream. He had a dedicated spirit, and he found a way to succeed. There's no question we may have to tighten up our spending, cut back or put off certain activities. But the drive to continue to learn and grow and to be nimble can have powerful results.

Why do you think training is important during an economic downturn like the one we are experiencing today?
That's easy. For one thing, training can not only give us exposure to a bright idea, but it can help us focus on new and better ways of thinking at a time when we need to maximize the use of every resource at our disposal. When a company shows its commitment to training even in hard times, the message that it sends throughout the organization is profound. It says: 'We're moving forward; we're continuing to invest in our future, no matter what.' That investment will immediately begin to yield ROI in the form of workforce rejuvenation, innovation and increased productivity.

What are some common misconceptions that clients have about Disney Institute programs?
Most people who come to a Disney Institute program for the first time have only previously experienced Disney in the form of a life-sized mouse, a castle, a princess, a movie or an attraction. They may have the highest regard for the 'Magic' that surrounds the leisure experience in our Parks and Resorts, but they don't believe that it can translate into useful business practices that will impact their organization in a favorable way.

Sometimes they think that Disney's practices may work for some types of businesses but not 'serious' ones like healthcare, investments, the Armed Forces, major airports, or county or state government. Once we begin to share with them the 'business behind the Magic' – Disney's strategies, tactics and best practices – we quickly make converts out of them. They see that as companies we all face very similar challenges. Ultimately, we help them to appreciate that it's not the Magic that makes it work – it's the work that makes it magic, which is true in any organization.