Courage

I wrote the following article about courage a several years ago while I was at Walt Disney World. It is still relevant today.

“Courage is the Main Quality of Leadership!“

Walt Disney said this a long time ago, and I think he was right on target.  Last week I was with a group of Cast Members, and they were relating to me how a fellow Cast Member was unhappy because his leader was insensitive and did not follow up on a request that he had made.

I asked them, “Why are you telling me?  Why did you not go back to that leader and address the issue?  Or take it to the Human Resources Manager?  Or to someone?”  They all looked at me and shook their heads; and I said, “What is it?”  They basically said that they were scared to push things too far with their leadership because of possible consequences.  I have been there, so I know what they were talking about.  I am sure you have been there too, and we all know that it did not feel good.

My challenge to all of our leaders is for all of us to really focus on creating an environment where all Cast Members feel comfortable pushing back and make sure we never send a message that something bad is going to happen to anyone because he or she speaks up and pushes back.  I hear this too often; and as I told them, “People do not get fired for pushing back in our Company.”  This is one of those “urban legends.”  People get fired for poor performance or for violating policies around serious issues like drinking, fighting, theft, etc.  I would have been fired a long time ago if we fired people for pushing back and saying what they think and so would my direct reports because they push back on me all of the time . . . and VPs around here push back really hard.  And frankly, I have the most respect for those who stand up for what they believe and push back when they don’t believe I am doing the right thing.  Those people are at the top of the list to get promoted.  I need to know the truth, or I am going to make a lot of bad decisions; and then I will get fired.  So I would be crazy not to listen to them.

Believe it or not, I am not always right.  There is a right and wrong way to push back, and I suggest the professional way, which is to deal with the facts and try to convince your leaders why your point of view is important and why they should do what you ask them to do.  At least, you should have your issue heard, have a decision made, and you should be told WHY what you want is not possible—if it turns out that way.

If this feeling is out there in any department, then it is the leadership’s fault.  Put yourself in the place of your direct reports.  Are you approachable?  Do you display a pleasant, calm attitude?  Do you ever shoot the messenger?  Do you have a reputation for following up and keeping your promises?  Do you listen well and really understand the issue from the Cast Member’s point of view?  Are you highly respected and thought of as someone who really cares? 

Review your Cast Excellence results, and you will find the answers, hopefully.  Would you like the answers you give to your Cast if you had the same situation facing you?

The only way we are going to get better and realize better results is to have a place where everyone is respected, appreciated, valued, made to feel special, treated as an individual, and developed.

Please, I beg of you, work hard on your leadership behaviors.  If you are great already, I am not talking to you; and by the way, most of our leadership is doing a great job with this . . . but we can all do more.  If you are not great and you have Cast Members who are intimidated, then I am talking to you.  Remember, just your position and title alone make you, as a leader, somewhat intimidating.  Be aware of this.  Be careful how you react.  Be careful about that look on your face.  Thank people for bringing issues to your attention, and most of all follow up.

Cast Members come to see me sometimes, and they are scared to death.  I try to take the first few minutes to put them at ease by creating an environment that is friendly, cordial, and focused on them.

You can, with your attitude and actions, create an environment and personal reputation that will cause people to have more courage.  You, as well as they, will be the winners because of your effort.  I don’t believe that leaders have the right to go around making people feel insecure.  We are all insecure enough already.  My leader sets an environment that enables me to deliver good and bad news . . . and that is how trust is formed, and that improves my performance dramatically.  He wins, and I win.

Everyone has problems with this, by the way.  I saw a cartoon last week, and it showed two lions.  As you know, lions are famous for their courage.  One lion says to the other, “You make a couple of mistakes in the jungle, and nobody recognizes your scent anymore.”  Would your Mom be proud of the environment you have set in your jungle?

So that’s my thought for the week.  What do YOU think?   . . . Lee