ICP: Disney’s Typhoon Lagoon

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Introduction

Communication is a crucial process in the delivery of corporate messages and the response for individual needs, especially in an organization like the Walt Disney Company. Best known as Disney, the company is famous for its film, music, theater and the emergence of the diverse cultures. The Walt Disney World located in Orlando, Florida is the biggest entertainment studio where people’s “dreams come true”. Four theme parks, two water parks together with a large amount of resorts and golf clubs help to build the company’s identity and its cultural values successfully (Gabler, 2007). Within the Disney context, small units of the organization also perform their own characters, while still engaging in providing the classic Disney value.

This study focuses on one of Disney’s water parks – Typhoon Lagoon. Compared to the Blizzard Beach Water Park’s adventurous setting, Disney’s Typhoon Lagoon is a more relaxing yet fun-based Water Park. Its employees are trained and assigned into different operational teams such as Food and Beverage, Guest Services and Parking, Merchandise, Recreation and Life Guard. Study of the employees is narrowed down to the specific team – Quick Service Restaurant Food and Beverage (QSR F&B).

One of Disney’s specialties is the participation of the International College Program (ICP) students from all over the world. This not only brings a differently cultural-oriented diversity, but also creates problems such as the adaptation of those students from another culture. There are often cultural and task-oriented complexities in using communication to provide the best sense making solutions and to deliver the organizational culture. In Typhoon Lagoon QSR F&B, most of the ICP are from Thai...

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