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MOTIVATING EMPLOYEES


in terms of the organisation’s ethos and attitude. This information was then used to create a series of workshops and materials that could communicate this message to staff and that could be used to support the message moving forward. We then built excitement amongst the


staff about delivering the Dreamland brand in terms of how they should act, listen and respond around customers – and in taking ownership for delivering the best experience they possibly can. On opening day, one particular theme park blog commented: “Providing the staff remain as enthusiastic and as vibrant as they were yesterday, the customer service at Dreamland will make a laughing stock of all the major players in the country.” In both the pantomime and at


Dreamland you can see the importance of enthusiasm and how it motivates and focuses people in the delivery of an experience. This process of leveraging enthusiasm


starts with you as an individual because you can make the decision to be enthusiastic yourself. No one forces you to be gloomy – you are capable of making a positive choice to be someone who sees possibility in problems, sees the learning opportunity in challenging circumstance, that looks for chances to help others and who chooses to display a happy attitude. From then on it’s very simple –


enthusiatic people motivate those around them, people naturally want to be around people who are positive and upbeat. Enthusiasm is contagious, so gather people around you and then pass on that infectious feeling. Charles Schwab, an American steel magnate, was once asked if the reason he deserved his high salary was because of his ability to produce steel. His reply was: “I consider my ability to arouse enthusiasm amongst men the greatest asset I possess.”


It's important to recognise that we had


all volunteered to be part of the pantomime project I referred to earlier. When people are doing something they want to do, they are far more enthusiastic than when they are doing something they feel that they have to do. I'm going to assume that if you have


read this far that you already like what you do and are ready to build an enthusiastic culture. But how exactly do you build a team of like-minded people around you like we did at Dreamland ? Well It starts at recruitment stage where


you should work hard to try and find people whose personal motivation aligns very closely with that of the job you have for them. Remember that they are more likely to be enthusiastic if they are doing something they want to do. Start adding these people to the mix whenever you have the chance. Whether they are new or have been


around for years, try to inspire and excite your team by regularly sharing your vision and showing your belief in their abilities to help achieve it. Then make them feel great by setting them small achievable goals that


help build your vision. Once they achieve these goals, acknowledge their good work with a heartfelt thank you. When your team feels that they really know what you want them to achieve, feel capable and proud of achieving it and are recognised for their contributions they will become more enthusiastic and more committed.


Think about how you improve their skills. When employees are nurtured with tools, skills or knowledge, they begin to grow and become more engaged in their work. As they grow then so will their enthusiasm for their work. So make sure you give your teams the advantages they deserve in terms of training and support. As you start to build your momentum, as


you start to develop a culture of enthusiasm, there's one problem that you absolutely have to deal with and that's the detractors; those that don't want to become part of your vision, those that don't like change, those that don't want to develop and grow. You must at all costs protect the enthusiasm of those that have it from the from the negativity of those that don’t.


So what's the benefit of all of this? Well I truly believe that by encouraging , supporting and developing a greater sense of enthusiasm in your teams you will see a huge upsurge in their efforts to impress your guests. Just like in the pantomime project and at


Dreamland, ENTHUSIASM helped us overcome all obstacles and impress our audience.


Dreamland, Margate PARK WORLD Handbook & Buyers Guide 2017


Bala McAlinn is a director at Boo (www.weareboo.com), which has over 20 years experience in organising events, training staff and creating promotional activities for the hospitality, leisure, attractions, PR and retail sectors. bala@weareboo.com


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