Disney Institute

You create powerful emotional connections with your patients and their families every day. But, in the fast-paced health care environment, it can be difficult to foster those same connections internally. In this interactive session, we will explore the empowerment of leading through your behaviors, and the impact of intentionally nurturing an environment of mutual trust and respect.

Throughout the discussion, you will experience another mode of thinking—the distinctly Disney method, and begin to adapt and apply our time-tested insights to your own unique situations. Together, we will dive deeper to discuss how you can lead through influence to build stronger relationships, both internally and with your patients and their families. And, just for fun, we will bring these concepts to life through engaging activities that provide bit of Disney magic.

Interactive Breakout Learning Objectives

Participants will:

· Further explore insights and methods that have driven exceptional customer experiences at our Disney parks and resorts.

o Hear stories of how ordinary interactions create powerful emotional connections, especially during moments of high anxiety and stress.

o Explore how Disney listens for the intentions behind common questions to anticipate the unique needs of each Guest.

· Discover more about how Disney defines leadership beyond title and position to include those who influence through their behaviors.

o Become a Disney animator in an engaging activity to discover how communicating your the intent with clarity and precision can drive consistency and improved performance.

o Explore how demonstrating genuine care for fellow staff, nurses, and physicians allows them to better care for patients and families.

· Connect insights and methods to your role as a Child Life Professional through reflection and application.

About Disney Institute

For over 30 years, Disney Institute has helped business professionals learn the Disney approach to customer and employee experiences. Rooted in time-tested business insights on leadership, employee engagement, and quality service, the Disney approach helps create a culture of excellence at our Disney parks and resorts. Disney Institute helps professionals, teams, and organizations around the world apply these business insights to improve their own experiences. Disney Institute offers professional development virtually through on-demand and online live formats, as well as private engagements for groups and advisory services for entire organizations.

Disney Institue - this session will not be recorded. Please bring something to write on and something to write with as well as your favorite Disney Zoom background!

Amy Rossi

Senior Facilitator

Disney

In her role as senior facilitator, Amy is responsible for drawing on her leadership experience, business knowledge and Disney Institute insights to understand client objectives and better align learning solutions. She facilitates the delivery of business programs individually and as a team. Prior to joining Disney Institute, she worked as a learning and development manager for the Walt Disney World Resort. She designed, developed and managed the implementation and sustainment of training for Disney’s PhotoPass photographers at the Walt Disney World Resort and the Disneyland Resort. As an instructional systems designer, Amy ensured the retention of accreditation for all Disney College Program courses. She also served as a character, parades and fireworks entertainment manager at three of the Walt Disney World Resort theme parks.
Outside of Disney, Amy led the training department that served more than 275 operations, professional, and leadership employees for a prominent civic-minded city club in Chicago. Amy holds a master’s degree in global human resource development and a bachelor’s degree in English from the University of Illinois at Urbana-Champaign. She is also conversational in French.

FIRST DISNEY JOB
Amy’s first Disney job was at The Disney Store in suburban Chicago.

FAVORITE DISNEY CHARACTER &
DISNEY INSTITUTE PILLAR THEY REPRESENT
Mary Poppins is Amy’s favorite Disney character who she believes represents leadership because she has clearly left her legacy over time.

FUN FACT
When Amy travels, she collects paper napkins to keep in the glove box of her car. When she pulls one out, it brings a smile to her face to see a reminder of a fun trip.

Leslye Silverberg

Engagement Manager

Disney

Leslye Silverberg
Engagement Manager
In her role as an engagement manager, Leslye is responsible for building and maintaining the client relationship throughout the multiple phases of an engagement. She leads and manages concept creation, content development, and training for the client’s facilitation delivery team. Leslye joined Disney Institute in 1995 and has had many roles, including working as an instructional designer, custom team manager, and programming director. As a programming director, she led a team of writers and designers in developing learning experiences, materials, and tools necessary for helping the client adapt Disney’s approach. Outside of Disney, Leslye practiced law and legal recruiting, as well as, managed a team at a training company to put together blended learning solutions for clients. Leslye has a law degree from the University of Miami, a master’s degree in business administration from George Washington University, and a bachelor’s degree in business administration from Emory University.

FIRST JOB
Leslye was a camp counselor.

A FAVORITE WALT DISNEY QUOTE
“Why worry? If you’ve done the very best you
can, worrying won’t make it any better.”

FUN FACT
Leslye’s hometown is in Pennsylvania, and she is a huge Pittsburgh sports fan.