The Language of Disney
Episode 36
In this week’s podcast we are talking about languages at Disney, what works, what doesn’t, and how it affects the culture. I also talk about the language of Disney itself in an accompanying post to this one at DisneyatWork.com and in our podcast which can be can be found here on Podbean and here at iTunes.
As a business, Disney has its own vernacular which it uses among its employees or Cast Members. Here are some terms unique to Disney:
Referring to Customers
Customer
Customer Service
Customer Area
People who are Blind
People in Wheelchairs
Guest
Guest Service
Onstage
Guests with Visual Impairments
Guests with Mobility Impairments
Referring to Employees
Employee
Front Line Employee
Crowd Controller
Midnight Shift
Third Party
Uniform
Employee Orientation
Grooming Standards
Employee Only Area
“I play Alice in Wonderland”
Host or Hostess
Cast Member
Greeter
Third Shift
Operational Partners
Costumes
Disney Traditions
Appearance Guidelines
Backstage
“I’m best friends with Alice in Wonderland”
Referring to Products & Services
Disney World
Studios
Amusement Park
Rides
Bus
Hotel
Fast Food
Cartoon
Time Share
Motel
Walt Disney World
Disney’s Hollywood Studios
Theme Park
Attractions
Motor Coach
Resort
Counter Service
Animated Feature
Vacation Club
Value Resort
Other Phrases
The Disney Look. Appearance guidelines set by Disney.
Green Side Up/Everyone Picks up Trash. Referencing the concept that everyone pitches in regardless of their familiarity in doing that assignment.
We Work While Others Play. Disney is a 24/7 operation, and employment often dictates working when it is inconvenient in order to provide for the Guest experience.
Cross U. Being capable of working in areas of the operation other than yours.
Safety First. A reference to Disney’s Four Service Keys, and that the first Key of Safety is more important than any other thing Disney does in terms of Courtesy, Show and Efficiency.
Good Show. A compliment that everything is looking just right for the guest experience
We Create Happiness. The ultimate mission of every Disney Cast Member
Souvenirs for Your Organization
Ask yourself the following:
- What are the unique words and expressions in your business or industry?
- How can language make your culture and brand unique?
- What words and phrases create a negative image of your industry? How can you turn those words to something much more positive?
- How can these be taught and incorporated from the day a new employee begins employment?
- Are you offering language that builds on what you value or on the brand you are delivering, or is it just politically correct speech?
Be sure to check out our companion post at Disney at Play, where we talk about how language is used in attractions like Star Wars Galaxy’s Edge and Pandora: The World of Avatar.
I also referenced a story of Dick Nunis riding the Jungle Cruise and how the phrase, Good Show, came to be. Be sure to check out this story as well.
