“Be careful what you say and do because your words are going to do harm or they are going to do good.”
Words matter, especially when you’re leading a team. When I was in charge of Disney’s operations, we faced numerous hurricanes in 2004. It wasn’t just about managing logistics or coordinating safety measures. It was also about using the right words to keep everyone calm and informed. Talk about a challenge.
We hadn’t seen a hurricane in Orlando for 20 years, and suddenly, we were hit with four in one month. The stakes were high, with 75,000 to 100,000 people on our property. That meant sleeping in the command center, planning how to feed everyone, and ensuring the park was safe for guests the next day. But most importantly, it was about what we said and how we said it.
Words can be powerful or poisonous. They can calm fears or ignite chaos. During those long nights, our team learned to communicate effectively with empathy and clarity, ensuring everyone knew their roles and felt supported.
If you find yourself in a challenging leadership situation, remember, your words wield power. Be mindful. Speak with purpose. And, above all, aim to lift people up. That is how you create magic in organizations.
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NOTABLE MOMENTS
00:53 Hurricanes forced Disney to improve preparedness.
04:40 Be mindful and prepared for crises.
08:12 Childhood environments on personal development and leadership.
10:38 Repeated questioning improves behavior through reflection.
13:32 Cultural differences affect workplace behavior expectations.
17:22 I ensured visibility to maintain my reputation.