Core Curriculum

1st YR - DISNEY QUALITY SERVICE INSTITUTE 3-DAY

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. With more than 90 years of world-renowned customer service, no one understands this better than Disney. Learn how to: (1) adapt time-tested Disney business insights to assess and improve your organization; (2) design quality service standards to create a consistent service experience; (3) use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level; (4) understand the processes necessary to develop a culture that consistently delivers exceptional service; (5) recover from a service failure & turn it into opportunity to strengthen customer relationships.

2nd YR - LEADERSHIP EXCELLENCE ACADEMY

The Leadership Excellence Academy will help your leadership skills make a quantum leap to the next level of performance, productivity, and effectiveness. More than a thousand executives, professionals, and support staff from both public and private organizations of all sizes have participated. In this intensive 3-day boot camp, you will create your own personal leadership philosophy, become a better leader, and master skills that can help you improve your business results and accelerate your career. Attendees say they have come away more confident ... more productive ... more in-command ... and better able to get things done through other people. In short, they have taken their leadership skills — and their organization — to a whole new level. The leadership and management skills taught were developed by an elite group of service academy graduates / ex-military officers turned successful entrepreneurs and CEOs. Their leadership strategies and tactics have been battle-tested and proven in the real world.

3rd YR - UCSD CENTER FOR MINDFULNESS: mPEAK COURSE

mPEAK is an intensive course in mindfulness training for those who seek to draw upon this proven practice to achieve their goals, both personal and professional, as well as attain new levels of performance and success. This cutting-edge 3-day intensive training program is built around the latest brain research related to peak performance, resilience, focus, and “flow”. The mPEAK program enhances the human capacity of mindfulness through established and empirically supported practices and exercises, tailored to fit the needs and desires of the team, organization or individual. As with physical training, this mental-emotional training program is based upon the understanding that optimal outcomes occur most often when participants continue to engage in the practices and exercises on a daily basis as a part of their training regimen. Mindfulness is effective precisely because it is a way of being and relating to all aspects of life, rather than a specific technique or tool for a particular goal. The foundation of this program is drawn from the highly respected and empirically-supported Mindfulness-Based Stress Reduction (MBSR) program. Additionally, the program incorporates specific practices and exercises formulated to correspond to recent neuroscientific findings, competitive advances, and related research regarding optimal performance.

4th YR - PROSCI CHANGE MANAGEMENT CERTIFICATION

With more than 20,000 practitioners certified to date, Prosci’s 3-day Change Management Certification Program is the premier internationally-recognized certification in the field of change management. The 3-day certification program uses Prosci’s research-based Change Management methodology and tools to drive successful outcomes by focusing on the people side of change. Participants become certified in the Prosci methodology, which builds an individual’s competency to implement Change Management for their own organizations. Sessions offer distinctive educational and team-building activities that create an unforgettable learning experience.