Hey Howdy HAA Everyone!
It’s London, creator of Happily Adventures After and host of the HAA Disney Podcast.
Welcome back to Let’s Lead, where I look at leadership through Disney experiences, storytelling and real life.
Today, we’re talking about communication.
It sounds simple, but effective communication is about much more than speaking. It’s about creating clarity, listening, setting expectations, understanding your audience and making sure people know what they need to do and why it matters.
Disney gives us plenty to think about when it comes to all of those things.
Start With the Vision
Before we get to the parks, let’s talk about Walt Disney.
Walt was a big-picture thinker. When he talked about Disneyland, he wasn’t simply describing an amusement park. He was communicating a vision for a place where parents and children could enjoy time together.
He had to explain an idea that other people couldn’t necessarily see yet and communicate it well enough for them to understand and help bring it to life.
That’s an important leadership lesson:
People can’t effectively execute a vision they don’t understand.
Whether you’re leading a business, classroom, team or project, communicating the why is just as important as communicating the what.
The Difference Between the “What” and the “Why”
Consider these two statements:
“We’re changing the process.”
versus:
“We’re changing the process because the current system is creating delays, and we want to make things easier for our team and our customers.”
The first provides direction. The second provides context.
Disney does this through storytelling throughout its parks. Toy Story Land is designed to make guests feel as though they’ve been shrunk down to toy size. Star Wars: Galaxy’s Edge places guests in the world of Batuu.
The environment communicates before anyone says a word.
That same principle applies to leadership. People are more likely to understand and connect with change when they understand the reason behind it.
Communication Isn’t Just Words
Disney communicates through architecture, music, costumes, signs, lighting, landscaping, character interactions, Cast Member behaviour and even queue design.
Communication works the same way in our everyday lives.
Your tone communicates.
Your body language communicates.
Your workplace communicates.
The way you run a meeting communicates.
Think about the experience you’re creating for the people around you. Does it feel welcoming and collaborative, or does it suggest that decisions have already been made and input isn’t needed?
Communication isn’t only what you say. It’s also what people experience.
Clear Expectations Matter
One of the simplest examples of communication at Disney is signage.
Imagine navigating Magic Kingdom without attraction names, directions or other information. You’d spend a lot of time trying to figure out where to go.
Leadership isn’t much different.
When you give someone a task, don’t assume they automatically know what you mean.
Be clear about:
- What needs to be done
- When it needs to be completed
- Why it matters
- What success looks like
- Who is responsible
- What to do if there is a problem
Instead of saying, “Can you handle this?”, explain what you need and when you need it.
A few extra sentences at the beginning can prevent a lot of confusion later.
Everyone Has a Role
Another lesson we can take from Disney is the importance of connecting individual responsibilities to the bigger experience.
A Cast Member’s role may be specific, but their work contributes to the overall guest experience. The same is true in a workplace.
Compare:
“Your job is to answer emails.”
with:
“Your job is to make sure guests have the information they need for a smooth experience.”
The task may be similar, but the second statement connects the work to a larger purpose.
People want to know that what they do matters.
Know Your Audience
Effective communication isn’t one-size-fits-all.
A first-time Disney guest may need detailed directions and an explanation of what happens next. A frequent guest may simply want to know what’s changed.
The same principle applies to leadership.
You probably communicate differently with your boss, coworkers, employees, customers, students and family.
The message may stay the same, but the delivery may need to change.
Understanding your audience is part of communicating effectively.
Don’t Forget to Listen
Communication is a two-way process.
You can have a well-crafted message, but if you’re not listening to the person on the other side, you’re communicating atthem rather than with them.
Instead of immediately responding with, “Here’s what I think,” try asking:
“Tell me more.”
Or instead of saying, “That’s not possible,” ask:
“Help me understand what you’re trying to accomplish.”
Listening doesn’t mean agreeing with everything you hear. It means making sure you understand before deciding how to respond.
That’s an important distinction for any leader.
Bring It Into the Workplace
Imagine you’re leading a project and say:
“I need this done ASAP.”
What does that actually mean?
Today? Tomorrow? Friday?
What needs to be completed? Who is responsible? What does “done” look like?
Clear communication might sound more like:
“I’d like the first version completed by Wednesday at noon. The goal is to create X for Y audience. Sarah will handle A, Jordan will handle B, and I’ll review the final version Wednesday morning.”
Now everyone has a clearer understanding of the what, why, who and when.
That’s the difference between giving an instruction and providing direction.
Communication With Clarity and Care
One of the things I appreciate about Disney’s approach to storytelling is that information can be clear without taking away from the experience.
Leaders can do the same.
You can set expectations without being controlling. You can give feedback without being dismissive. You can address a problem without embarrassing someone. You can communicate difficult information while still treating people with respect.
Clarity and compassion can exist together.
Your HAA Leadership Challenge
Before your next email, meeting or difficult conversation, pause and ask yourself:
- Did I clearly communicate what I need?
- Did I explain why it matters?
- Are the expectations clear?
- Have I listened to the other person’s perspective?
- Is my communication appropriate for this person and situation?
Then ask one more question:
What experience am I creating through the way I communicate?
Final Thoughts from London
Walt Disney had enormous ideas, but those ideas required other people to bring them to life.
That’s true of leadership today. Your vision may start with you, but it becomes reality through the people who understand it, contribute to it and help move it forward.
So communicate the vision. Explain the why. Set clear expectations. Listen.
Remember that leadership isn’t only about what you say.
It’s about whether people understand where you’re going and know how they can help you get there. That’s communication and leadership.
Have a blessed and wonderful day,
London
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