Influence Power Identity

173BUS-227A-1: Influence, Power and Identity

Assignment

October 25, 2017

        By: Kankan Yang        

1. What values and norms characterize Disneyland’s culture?

Disneyland is a kind of “feeling business”, which is labeled as “Happiest Place on Earth”. Their value range from the “customer is king” to “everyone is a child at heart when at Disneyland”, “It’s a smile world”, “Wish every guest a pleasant good day”.

There are three norms in Disneyland:

• we practice the friendly smile.
• We use only friendly and courteous phrases.
• We are not stuffy (the only Misters in Disneyland are Mr. Toad and Mr. Smee.)

In addition, there are a lot of other norms:

• The employee classes are organized and designed by professional Disneyland trainers, and designer have left little room for individual experimentation. For example, the ride operators are limits beyond which they dare not pass.
• Movement cross jobs is not encouraged.
• A fusion of work and play is notable.
• If employees are happy and cheerful at work, will the guest at play.
• Supervisor are not only on the premise to help employees, but also to catch them when they did not well.
• Peer ranks

1. What behaviors result from these values and norms?

• Employees do interaction with customers.
• Employees use the language with feature of Disneyland and keep smile.
• Because of the punitive and supervisory, foremen and ride operators are usually drawn close and shield one another from suspicious and supervisors.
• Employees are remarkable for their forbearance and polite good manners even trying conditions.
• The emotional resources of employees appear awesome.
• Employees are dare not beyond the limits.
• Highly self-monitoring

1. How does Disneyland get employees to behave as they do?

• Recruiting and selecting people for Disneyland culture fit. There are a lot of rules and standards to choose the employees (full-time, part-time)
• Socialization:  Using language, uniforms, norms, i.e, penetrate the value into the private spheres of individual thought and feeling to improve their commitment, satisfaction and loyalty to Disneyland.
• Training: Through the university of Disneyland, employees are trained by trainers strictly. In addition, employee classes are organized and designed by Disneyland trainers.
• Rigid monitoring system: There are a lot of rigid monitoring systems existed in Disneyland, for example the security, supervisors. Moreover, there is norm that crossing limits is not encouraged. Especially, this is the work culture whose designers have left little room for individual experimentation.
• Emotional management: self-monitoring
• Reward system: Even movement cross jobs is not courage, a few exceptions can be approved. It can courage people to get higher position.

1. Have you experienced any aspects of the Disneyland approach to influencing employees?

When I was in Disneyland (Tokyo), I found there are a lot of sign boards everywhere (writing cute things). I think this must be remind employees to behave politely and appropriately.