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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

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  LESSON 10  The Language of Success

Creating a Culture of Happiness

[Throughout my career], I had found that most people want to be involved in something greater than just being paid for a job. My basic story is about the two men laying bricks. When asked what he is doing, one man says, “I’m laying bricks.” The other man performing the same task says, “I’m building a cathedral.”1

—Van France

Disney University Conference Room, 1981

Van, sitting in a chair at the front of the room, has that familiar glint in his eye. His audience, with notepads in hand, is eager to learn. As the only speaker on the agenda, Van knows that his goal is clear: all the participants will leave this session understanding the magic of Disneyland.

His strategy is simple; ...

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