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AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career.
Episodes
Tuesday Jan 09, 2024
Tuesday Jan 09, 2024
Jim MacPhee is a retired Disney legend and renowned author of the book Engage, Inspire, Lead. Starting in the watercraft department on the Seven Seas Lagoon, Jim started with an hourly position and grew with the company, and through mentorship and personal growth, became one of the greatest leaders in Disney history. Jim spent 43 years with the Walt Disney Company, serving the company on both coasts as a Vice President of several parks. Later in his career, Jim led the Next Generation Experience movement, leading to the birth of MyMagic+ and other technology that reshaped the attractions industry. In this interview, Jim talks about navigating life, pushing a wet noodle, and emotional and relational intelligence.
Navigating Life
"Define your destination and go. And be nimble and agile along the way."
Jim took many lessons from his first position with Disney and used them throughout his entire career. Reflecting on his experiences in the watercraft department, Jim emphasizes the parallels between navigating watercraft and effective leadership, such as finding the fastest path of travel and working together to create forward momentum.
The most profound lesson Jim learned from his time in watercraft was the skill of navigating life itself. With its various ties to leadership and great lessons in responsibility, Jim’s first position provided a strong foundation for the rest of his career. Watercraft provided a sense of community and allowed Jim to bond with guests and develop a real understanding of the scope and size of the new Disney property.
Pushing A Wet Noodle
"If you don't have great relationships, you've got a tough battle ahead."
Jim compares “horizontal work” to pushing a wet noodle, stating that you can’t get anywhere unless everybody is on the same page. The team dynamic and leadership system is critical to the success of a project, and it’s one of the biggest takeaways Jim found in his time with the Next Generation Experience team.
One of the key elements of a successful project is top box sponsorship and great relationships. Jim compares poor leadership to the Liberty Bell, where a little crack in the top can lead to a massive fissure and disconnect in the rest of the team. Jim knows that with strong relationships and clear leadership, those fissures are avoidable.
Emotional and Relational Intelligence
"We had to lead with clarity, unity, and agility."
Jim shares that great leaders are built on their emotional and relational intelligence. Being open and vulnerable to feedback contributes not only to the improvement of one’s self, but also to the improvement of the team. Jim also shares that leadership is everywhere, and that leadership can’t exist without the relationships that we build.
Jim shares that much of his success came from the fact that he would get to know people on a granular level, and not just when he needed them to put out fires. By investing in your team and providing an engaging and feedback-based environment, leaders won’t have to worry when they ring the fire bell. Jim boldly shares that good leaders engage and inspire, whereas bad leaders read off the pages and direct, and shares that the four cornerstones to great leadership are relationships, influence, knowledge, and credibility.
You can find Jim’s book Engage, Inspire, Lead on Amazon or at bookstores nationwide. To reach Jim directly, connect with him on LinkedIn.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- Summary written by Mason Nichols
- Audio and video editing by Abby Giganan
To connect with AttractionPros:
Tuesday Jan 02, 2024
Tuesday Jan 02, 2024
Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.
We can’t wait to see you there! Visit IAAPA.org for more information.
As we head into 2024, AttractionPros is proud to present the seventh annual “resolutionary” episode, which sets the stage for the year to come. To go forth, we reflect on 2023 as Matt and Josh discuss not only their personal goals, but goals for the industry as well. As you set your goals for the upcoming year, we hope you discover valuable advice and guidance as we discuss our resolutions, and hope they can provide a great framework to help you achieve your goals for 2024. In this episode, Matt and Josh talk about the power of accountability as they share their goals and resolutions for 2024.
Accountability
One of the most powerful forces in life is accountability. Josh shares that announcing his upcoming book on the podcast served as a motivating factor, propelling him to publish The Hospitality Mentality in 2023 and ensure its successful completion. Additionally, because AttractionPros has a strong and growing audience that keeps us accountable, it has helped ensure that every Tuesday since September 2017, there’s been a new podcast for our listeners to hear.
New Year's resolutions often wane or fall short, but establishing not only internal but also external accountability can significantly enhance the pursuit of those goals. This is also incredibly important in our industry, as making sure we hold ourselves accountable ensures that we can deliver great experiences to guests every day of the year.
Josh’s Resolutions
In 2024, Josh wants to focus more on building partnerships and sustaining guest experience initiatives. Josh shares that throughout his career, he’s often flown out for a temporary time to deliver a workshop, and typically finds himself working in short timeframes. Josh wants to commit more time to growing guest experience initiatives and building more rewarding and long-lasting relationships within the industry.
Josh never expected to become a public speaker, but now finds himself consistently speaking at expos and workshops. Knowing this, Josh wants to commit to becoming a great public speaker in 2024 by taking advantage of the resources around him, such as enrolling in courses at The Second City in Chicago. By finding a unique voice and providing opportunities to laugh, Josh will make sure he’s an even better speaker the next time you hear him.
Josh’s final resolution is that he’d like to hold more in-person events in 2024. After hosting two successful events in 2023 with the AttractionPros meetup and his book launch at IAAPA Expo, Josh has fallen in love with the relaxed environment and opportunities to build relationships and meet people in a setting that doesn't revolve around exchanging business cards. We hope to see you at the AttractionPros meetup in 2024!
Matt’s Resolutions
Matt’s first resolution for 2024 is that he’d like to keep building POC (Performance Optimist Consulting) YOUniversity by getting more help. So far, Matt has ventured on this journey primarily alone, and looks forward to bringing new perspectives not only to execute the next steps, but also create them.
Matt’s second resolution for 2024 is more personal, as he wants to keep committing to his health after receiving open heart surgery. Although several factors are out of his control, Matt realizes there’s still plenty he can do to ensure his well-being. Since surgery, Matt’s been exercising, avoiding fried foods, and working to build great habits that lead to positive lifestyle changes.
Matt’s final resolution for 2024 is that he’d like to make sure he can tell his story when it will make a positive impact on somebody. Matt wants to make sure that this story is a chapter in his life, and not the whole book. By using the story in the right moments, Matt can continue to make an incredible impact on people’s lives.
Resolutions for the Industry
Our first 2024 resolution for the industry is to take care of your people. There are far too many people who feel guilty about taking time off, and too many people who feel like they can’t take care of themselves. By taking the proper steps, Leadership can hold themselves accountable to improving their employee well-being.
Our next resolution is to make exceeding expectations part of the standard operating procedure. When we, as leadership, focus our energy in the right place, we can make sure guests have incredible experiences by training our frontline staff to consistently exceed the expectations our guests have developed.
Another resolution, as shared by Jenn Whitmer in Episode 322, is to not avoid conflict. So many negative aspects of culture, guest experience, and employee experience occur when we avoid conflict. While conversations can be difficult, handling that conflict and acknowledging the issues can help remedy many negative experiences in the workplace.
Our last resolution for the industry is to eliminate the phrase “Let me get my manager.” So many people don’t include complaint resolution/recovery in their standard operation procedure. By allowing frontline staff to resolve complaints and provide a service recovery, the guest and employee can both walk away as winners.
If you have been inspired by our guests to achieve your goals, we would love to hear about it. Please connect with us via Facebook, Linkedin, X, Instagram, or send us an email.
We wish you a happy, healthy, and successful year ahead, and we look forward to bringing you many more amazing guests in 2024!
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Dec 26, 2023
Tuesday Dec 26, 2023
Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.
We can’t wait to see you there! Visit IAAPA.org for more information.
Jamie Flaherty is the VP of Business Development and Marketing for Netserv Applications and oversees Tatvam Analytics. As a self-proclaimed “Attractions Ninja,” Jamie has been passionate about guest experience technology since early on in his career when he worked with a startup in college. After selling the startup, he joined the team with Gateway Ticketing Systems, where he was able to work with attractions all over the world for more than a decade. More recently, he joined Netserv to oversee Tatvam Analytics, which helps attractions compile guest feedback to make ongoing improvements to the experience and the organization. In this interview, Jamie talks about using technology to impact the guest experience, making feedback-based improvements, and riding the ride.
Using technology to impact the guest experience
"There is so much more technology that impacts the experience than most people realize."
When people share stories of their experience visiting attractions, they usually don’t talk about the technology like the ticketing platform or other tools that they use to help manage the venue or deliver the experience. In most cases, if people talk about technology, it’s usually because something wasn’t working.
Technology, specifically the tools that impact the guest experience, should be woven in so seamlessly that the guest doesn’t know how they work or that they even exist. Attractions leaders should view technology as a means of removing friction from the guest experience as the core purpose.
Making feedback-based improvements
"The things you're doing wrong are what you need to fix, and the things you're doing right are what you can charge more for."
Jamie boldly states, “Don’t trust your guest experience team” when it comes to understanding what the largest areas of concern are. Instead, focus on collecting feedback from well-rounded sources to see the holistic view of the guest experience and understand what the largest complaints and friction points are. This includes internal feedback, as well as social media, online reviews, and anywhere else that guests can share their perception of the experience.
When you identify what the largest issue is, you can allocate your resources and attention toward resolving the largest issue. It’s also important to note that the solution is not the opposite of the problem. Jamie shares a story where an attraction noted that their largest complaint had to do with crowds. Instead of reducing crowds by limiting attendance, they pulled back to identify when and where the perception of crowds were the heaviest, and focused efforts on shifting people throughout the building as well as spreading attendance toward slower time periods. In turn, their attendance went up, along with guest satisfaction, creating a win-win outcome.
Riding the ride
"The more you experience as a guest, the more you can help other people."
In addition to working in the industry, Jamie is an avid consumer of the product as well, as he regularly visits parks and attractions with his family. This helps to influence his perception of the experience as he is regularly on the lookout for ways that parks are incorporating technology. His children have also changed the way he views the operation by gaining their perception.
This mindset extends into how industry professionals experience attractions while attending networking events, expos, or visiting clients. Jamie shares the importance of “riding the ride” or experiencing the attraction as a guest, because it helps to enhance how we are able to help those we serve, whether it is guests visiting our attraction or the clients and partners we make in the industry.
To learn more about Tatvam, visit https://tatvaminsights.com. To reach Jamie directly, connect with him on LinkedIn.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
To connect with AttractionPros:
Tuesday Dec 19, 2023
Tuesday Dec 19, 2023
Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.
We can’t wait to see you there! Visit IAAPA.org for more information.
Reggie Williams is a lifelong athlete and community leader who spent 14 years in the NFL with the Cincinnati Bengals before being hired as Director of Sports Development for Disney on April 19, 1993. In the mid-1990s, he oversaw the creation of Disney’s Wide World of Sports Complex, a state-of-the-art 220-acre multi-sport facility that hosts more than 180 athletic events annually in some 30 sports. By 1998, he had become Vice President of Disney Sports Attractions, where he oversaw a newly created sports and recreation division that merged Walt Disney World Resort Recreation, Water Parks, and Disney Sports Attractions. In this interview, Reggie talks about being thrust into leadership, parallels between sports and business and listening to the pain.
Being thrust into leadership
"In leadership, everyone is watching you."
Reggie tells the story about how in college he was put in the position of leading calisthenics for the football team. He didn’t know much about leadership at that point, but was about to learn on the fly.
The first lesson is that everyone is watching you. That’s as true on the football field as it is in the community or a board room. Remembering that helps leaders hold themselves accountable, positively influence those around them and make a lasting impression they can be proud of.
Parallels between sports and business
"The similarity between teams in sports and business is how you get better."
To win games, teams in sports will study their opponent, the conditions, the players, the strategies and schemes to prepare mentally for doing battle on any given day. They will also prepare physically by working out, running plays, and doing drills so they are ready for any situation.
Winning in business is a little harder to measure, but the process for business teams involves understanding the competitive landscape, adjusting your product or offering and working together to be innovative.
In both of these cases, it is the process of being a team that helps individuals improve.
Listening to the pain
"Listening is a skillset."
The ability to listen is one of the most critical skills of any athlete, leader, community member or human being! Listening validates people and builds relational bridges that are required to accomplish great things for your sports team, community or business.
To solve meaningful problems, leaders must listen for the pain that others are experiencing. This way you can work toward meaningful solutions that help everybody, even members of rivals city gangs.
To connect with Reggie, you can find him on Facebook. Reggie’s book, Resilient by Nature: Reflections from a Life of Winning On and Off the Football Field is available on Amazon.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
To connect with AttractionPros:
Tuesday Dec 12, 2023
Tuesday Dec 12, 2023
Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.
We can’t wait to see you there! Visit IAAPA.org for more information.
The 2023 IAAPA expo proved to be nothing short of incredible. From mesmerizing drone shows to jam-packed education sessions, this expo was a standout event. As attendance continues to grow each year since the pandemic,, the 2023 expo provided something meaningful for everyone and helped catapult our industry into the coming year. In this episode, Matt and Josh talk about their key takeaways from IAAPA’s 2023 convention from their on-the-floor and bird’s eye perspectives.
IAAPA Expo is one of the best indicators of the overall health of the attractions industry.
With a crowded show floor and people lining every corner, IAAPA proved to be an exciting and energetic environment. Since its beginning, IAAPA has consistently served as a strong indicator of the health of the industry, showing the progress from concern and caution in the pandemic to the excitement and risk-taking that we’re seeing again today.
Our industry provides so many avenues to be passionate about.
IAAPA encapsulates so many avenues of our industry under one roof, and provides a great opportunity not only to specialize in an avenue, but also to learn about different tracks and take great nuggets of information to apply elsewhere. Valuable lessons transcend boundaries; even individuals in HR can glean insights from the more imaginative, and vice versa. By allowing for these avenues to learn from each other, innovation can be born and our industry can go even further.
Guest service training for frontline staff should include service recovery and complaint resolution.
Josh shared that throughout his expo experience, the number one issue he found is that not enough employers train their frontline staff on service recovery and complaint resolution. Service failures and guest complaints are part of the standard operation, and thus should be incorporated into our frontline staff’s training. Everybody loses when the manager gets involved, and our frontline staff should be well-equipped to get dissatisfied guests back on track to being satisfied.
IAAPA Expo provides ample opportunities to overcome fears and expand your professional development.
Many people accomplished something for the first time at this year's expo. So many people struggle with getting on the stage and sharing their knowledge, and many others struggle with imposter syndrome and confidence. IAAPA provides a safe and exciting place to overcome these fears, and it helps expand people’s confidence and skills like networking and sales that can boost their professional development.
Investing in your team's professional development pays off substantially in the long run.
Providing an investment in a young leader’s future can pay off substantially in the long run, and experiential learning is a priceless way to grow and develop a team. The offerings in Orlando are endless, and people can learn from their experiences at parks like Disney, Universal, and LEGOLAND in addition to their time at IAAPA. Young leaders in the industry are just as hungry as they are impressionable, and that investment will be priceless.
This year's IAAPA Expo shows that the industry embraces creativity, innovation, and risk-taking.
The reveals and announcements at this year’s expo were far beyond anything that the exhibitors at IAAPA have previously offered. This year, we saw the industry not just follow the standard path, but take chances and go outside of its comfort zone. From gravy trains to brand-new coaster styles, we saw the industry saying “Why Not?” more than ever this year, generating even more excitement and energy on the show floor.
Were you at IAAPA Expo 2023? Tell us your biggest takeaway! Click here to leave us a voice message in the Speakpipe. To learn more about IAAPA, including events they host throughout the year all over the world, click here.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Dec 05, 2023
Tuesday Dec 05, 2023
Keep connecting with IAAPA in 2024! Join your colleagues and peers at the IAAPA FEC Summit from January 21st to the 23rd in San Antonio, Texas. Or, plan to celebrate the industry’s most significant achievements at the new IAAPA Honors event held in conjunction with the IAAPA North America Summit, March 3rd to the 5th in Las Vegas.
We can’t wait to see you there! Visit IAAPA.org for more information.
It’s time to change the way we think about customer service. For so many years, we’ve heard phrases like “treat the customer with respect,” “put yourself in the guest’s shoes,” “customer service is just about being nice,” or “the customer is always right.” In Josh’s new book, The Hospitality Mentality, he offers a fresh perspective to customer service that aligns more with guest experience and loyalty instead of traditional customer service. While the concepts apply to all business types, the book was written with the attractions industry top of mind. In this episode, Matt and Josh explore The Hospitality Mentality, covering topics that include working with people, how hospitality is for everyone, and how our guests don’t need us.
Working with people
The hospitality industry, including attractions, requires a desire to work with people as a requirement for the job, and therefore isn’t for everyone. However, even if you are a people person, without a proper understanding and implementation of the Hospitality Mentality, an organization won’t be able to deliver the fantastic service standard they want to provide to their guests.
To add context, Josh reminisces about a restaurant he visited, noting that it was staffed with excellent employees who believed they were well-suited for the hospitality industry due to their kindness and authenticity. However, despite their admirable intentions, the lack of a hospitality mindset made the overall experience frustrating for visitors, despite the fact that the employees were “nice,” and the restaurant ultimately closed.
Hospitality is more than an industry
Josh shares that hospitality is a universal language that extends beyond the leisure industry. Connecting the dots of Josh's ideas reveals the simplicity of applying these principles to any context, but mostly those involving human interaction.
Throughout the process of publishing his book, Josh has shared many stories on how these ideas have gone beyond the walls of the attractions industry. A manager at a child support call center found value in adopting multiple ideas that not only enhanced the service provided, but also positively impacted their team. Furthermore, a member of a homeowner’s association shared that they wished the association had the Hospitality Mentality to make the experience even more enjoyable and swiftly resolve issues for its members.
Guests don’t need us
Josh shared a simple principle in his book that centered around one idea: guests don't need us. However, Josh uses this as an opportunity, and breaks it down into a simple three-step idea that helps build the hospitality mentality.
First, it’s important to know that guests don’t need us, which leads us to Josh's second point; guests’ alternative options are limitless. Alternative options can span from direct, local competition all the way to streaming services and at-home entertainment. Knowing this, Josh shares that we need to show our guests that we know that. Guests come to an experience expecting it to exceed all the direct and indirect competitors, and we need to prove them right by providing the best possible experience they can ask for.
To learn more about The Hospitality Mentality (and to purchase a signed copy), click here. As of December 5th, 2023, The Hospitality Mentality is available at your favorite bookstore and online.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Nov 28, 2023
Tuesday Nov 28, 2023
Greg Fuller is the General Manager of Anakeesta, a renowned mountaintop park in Gatlinburg, Tennessee. Greg started in the attractions industry at the age of 16, working in a warehouse at Six Flags. After completing his college education, Greg stayed with Six Flags, progressing through a diverse range of roles, like Park Services Director to eventually General Manager. After working with Six Flags for 32 years, Greg decided to take on a new challenge as the General Manager of Anakeesta, where he now brings spectacular experiences and views to guests of all ages. In this interview, Greg talks about taking care of the team, the Anakeesta experience, and getting out of your comfort zone.
Taking Care of the Team
"If you take care of your team, your team will take care of you."
Greg knows that there’s a big difference when it comes to being a good manager vs. being a good leader. According to Greg, exceptional leaders prioritize the well-being of their teams and cultivate an environment where employees are enthused about their work, ultimately generating game-changing results.
Greg also emphasizes the importance of soft skills. Throughout his career, Greg has taken leaps into roles where he doesn’t have much technical experience. Yet, by prioritizing the well-being of his team and building a positive culture, Greg discovered that his team was able to impart the technical skills he needed for success and growth.
The Anakeesta Experience
"We want people to walk away feeling they really experienced the Smoky Mountains."
Anakeesta is a very unique and special location in the Smoky Mountains. Unlike most parks, you can’t just park your car and walk in. Anakeesta requires special transportation up the mountains, and it isn’t until you finish the 18-minute journey that you can see the fantastic views from above.
Anakeesta is an outdoor adventure park, and is surrounded by nature. With incredible views and diverse entertainment offerings, including a brand new mountain coaster, guests will have no struggle finding something that will take their breath away. Greg also shares that the employee experience is incredible, and that it’s fascinating to watch the park change through the seasons, which is something they’ve been marketing to guests to create a truly year-round operation.
Getting Out of Your Comfort Zone
"Don't be afraid to network. Don't be afraid to get out of your comfort zone."
With 32 years of experience in many different roles, Greg knows all about getting out of the comfort zone. Greg shares that for people looking to build a career in the attractions industry, getting out of their comfort zone is the best way to break through that wall. The industry is all about relationship building, and Greg shares that going out and finding mentors was a very rewarding experience he had.
By building these relationships and showing your passion for the industry, doors will continue to open. Greg shares that if it weren’t for the people he met and built relationships with, he wouldn’t be where he is today. By putting yourself out there and fostering those important relationships, you’re carving your own path to be an even better attraction pro.
To connect with Greg, you can find him on LinkedIn or email him at gfuller@anakeesta.com.
To learn more about Anakeesta, click here.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Nov 21, 2023
Tuesday Nov 21, 2023
Valerie Cockerell is a Leadership Coach and celebrated author, best known for her new book, Manage Like A Mother. Valerie found her passion for working with people when she moved to London at 16. Exposed to diverse cultures, she developed a profound love for learning about people and their behaviors. Following this, she moved to Florida, where she worked at Walt Disney World before becoming a part of the opening team for Disneyland Paris. Today, Valerie leverages her distinctive experiences and insights as a leadership consultant, assisting leaders in their growth journey and fostering the development of their teams. In this episode, Valerie talks about being an expat, how to manage like a mother, and bridging the gender gap.
Being an Expat
"You have to be an expat once in your life."
After relocating to London at 16, Valerie realized the value of being an expat. Valerie emphasizes that on some level, we’re the same, but people need to learn to appreciate cultural differences, as it teaches us priceless lessons about learning to work with different people and different personalities.
Valerie shares that when you become an expat, you develop a critical eye and begin to notice things that most people typically can’t see. By developing this critical eye, you can begin to see why people have the behaviors they do and why every person has a different approach to work and to leadership.
How to Manage Like a Mother
"A mom gives feedback every day. She doesn't wait until the performance evaluation at the end of the year."
Valerie knows that being a leader is overwhelming, and she wrote her book Manage Like A Mother to help. After all, looking at leadership through the perspective of a mother answers a lot of tough questions. The skills that are required to be a mother are very similar to the skills required to be a leader. Having that long-term vision for your team and nurturing growth can take the work environment to the next level.
Valerie says that similar to the investment you would have with a child, you should have a similar investment in your team. Taking an individual from a ‘young age’ and giving daily feedback and sharing your vision for them can make a distinctive difference in their growth as an employee, while also helping them spread their wings. Additionally, every child is different, and knowing that you can’t repeat the same behavior with everyone is key to being a good leader.
Bridging the Gender Gap
“The emotional intelligence that women bring to the workforce really makes a difference.”
Most leaders in the world are men, and if you ask them who the most influential figure in their life is, most of them would say that it was their mother. Valerie says that it’s important to bring this into the workplace as well, because women are also incredibly strong and passionate leaders that can make a difference.
Additionally, Valerie shares that workplaces shouldn’t view maternity as time away from work, but rather a time where women can gain skills. Caring for a child can teach many important lessons, and these lessons translate very well into the workplace from a leadership perspective.
To connect with Valerie, you can find her on LinkedIn. To learn more about Cockrell Consulting, click here. Valerie’s new book, Manage Like A Mother, is available at all bookstores and Amazon.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Nov 14, 2023
Tuesday Nov 14, 2023
Calling all thrill makers, fun creators, and AttractionPros! Get ready for the ride of a lifetime at IAAPA Expo 2023 - the global attractions industry’s premier event. Join us in Orlando, November 13-17, for a week of learning, networking, and exploring trends and new technologies. Discover innovative solutions for growth that will supercharge your business and enhance your career.
Michael Shelton is the Vice President and Executive Director of IAAPA (International Association of Amusement Parks and Attractions) North America. Michael began his career in the attractions industry during his teenage years when his mom suggested that he get a job at Hyland Hills Water World outside of Denver, CO. Over the course of two decades, Michael has progressed within the industry, and was recently appointed as the Vice President and Executive Director of IAAPA North America. Michael now plays a pivotal role in organizing the largest attraction expo globally and contributing to the growth and new age of IAAPA. In this interview, Michael talks about connecting members, IAAPA’s culture, and the 9 miles of aisles.
Connecting Members
"What IAAPA does best is connect members."
Bringing people together solves problems, and that’s what IAAPA does best. As an organization covering diverse disciplines and trades, IAAPA serves as a hub where open communication and interactions flourish. Within this collaborative environment, innovations are birthed, and unsolvable challenges find solutions through the collective efforts and expertise of the varied professionals brought together under the IAAPA umbrella.
To build this collaborative atmosphere, Michael has a straightforward approach: more meetings across more regions. Through a diverse array of social events, webinars, educational sessions, and various gatherings of different sizes and formats, members are provided with ample opportunities to connect and engage with one another.
IAAPA’s Culture
"We all need to advocate for this industry."
Michael knows that IAAPA’s corporate environment has a very unique and fun culture. In order to succeed, IAAPA brings in professionals from the organization industry, but also the attractions industry. By cultivating an atmosphere of collaboration and fun, IAAPA consistently delivers great results year after year.
But Michael knows it goes further than that. After all, IAAPA is so much more than an expo. With around 50 committees of volunteers, IAAPA builds a culture centered around the shared affection among its members.
9 Miles of Aisles
"Bring your comfortable walking shoes."
IAAPA is dedicated to delivering its best expo year after year, and Michael knows that this year won’t come short of that goal. With the expo being IAAPA’s biggest offering, it can help open the eyes of professionals around the world to just how big the attractions industry truly is.
From food carts to a brand-new expo photo system, IAAPA is planning on hosting a fantastic expo for 2023. From professional offerings like a new alcohol beverage and innovation pavilion and a record-setting drone show in the evening of the expo, IAAPA is geared up to have another fantastic year.
To connect with Michael, connect with him on LinkedIn, or send him an email at mshelton@iaapa.org.
To learn more about IAAPA, click here.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
To connect with AttractionPros:
Tuesday Nov 07, 2023
Tuesday Nov 07, 2023
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Jenn Whitmer is a renowned speaker, leader, and enneagram specialist. Jenn’s professional journey started in music education, and it was after her transition into school administration that she discovered her deep-seated passion for leadership and conflict resolution. After watching a positive workplace fall apart, Jenn made it her mission to share her powerful message of how personality and leadership intertwines, making her a perfect guest for our podcast! In this interview, Jenn tells us about creating positive culture with complex people, conflict as posture, and the importance of rest.
Creating Positive Culture with Complex People
"Welcoming people as whole people creates more productivity at work."
Jenn shares that workplaces should be viewed as communities, not families. By fostering an environment where colleagues are welcomed with open arms, individuals feel at ease being their authentic selves at work. This approach not only promotes diversity and contributes to a positive workplace culture where emotions are valued, but it helps people experience that wonderful sense of belonging.
Jenn's strategy, known as Joyosity, revolves around what she calls the "Three E's" - Exploration, Engagement, and Experience. This approach encourages colleagues to freely explore their work, become deeply engaged in their tasks and responsibilities, and ultimately have a great experience by feeling welcomed and appreciated.
Conflict as Posture
"80% of conflict is miscommunication."
Viewing conflict as a posture is simple - instead of thinking of conflict as individual vs. individual - Jenn says it should instead be looked at like the game ‘Red Rover’, where it’s an intertwined team fighting to break the conflict across the field. It’s not people vs. people, it’s people vs. conflict.
Additionally, most conflict stems from limited resources and different angles. Instead of framing these situations as conflicts, consider them opportunities for problem-solving that can help the identification of miscommunications and lead to the resolution of the "conflict" in a much more straightforward manner.
The Importance of Rest
"As leaders, we should encourage people to take time off."
It’s simple, when we’re not rested, we’re not effective. Jenn shares that most of the Western world overworks themselves and has lost the true definition of rest. Rest is recognizing that we’re limited, and when we accept and work around those boundaries, we become much more productive.
Jenn highlights that she has three essential keys to achieving proper rest. First, she emphasizes the value of taking mini-breaks to relax the brain. Second, utilizing all of your allocated vacation time can significantly contribute to productivity. Lastly, she underscores the critical importance of tending to your body's physical needs, which includes maintaining a healthy diet and ensuring adequate sleep to get true rest.
To learn more about Jenn, click here. To connect with Jenn, connect with her on LinkedIn or follow her on Instagram.
This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:
- Scheduling and correspondence by Kristen Karaliunas
- A/V editing by Abby Giganan
- Summary written by Mason Nichols
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