50_Words Matter with Terre Short and Dennis Snow

Hosted by Quint Studer with special guests Terre Short and Dennis Snow

During busy, stressful times, it’s easy to get transactional in our communication with employees, co-workers and our patients. However, hard times really require a different kind of communication, one that’s more relationship driven. It’s vital that we look inward to ensure that our words are aligned with our intentions and values, that we engage employees in ways that make them feel like partners, and that we connect with others in ways that generate meaningful answers.

In this podcast, Quint explores the subjects and more with human potential developer Terre Short (author of The Words We Choose: Your Guide to How and Why Words Matter) and service excellence expert and former Disney executive Dennis Snow (author of “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life). 

Here are a few of their insights:

  • Why you have to do more listening than talking right now
  • How to ask the powerful questions that get you really connected to people
  • How to make sure what you say and what you mean is aligned
  • Why employees are the best people to answer your toughest questions and how to create the partnerships that elicits their input.
  • How to celebrate those daily moments of getting things right and why you should
  • What EVERYTHING SPEAKS really means
  • How to see your organization through the lens of employees and patients
  • How constantly narrating the process relieves anxiety for employees and patients

About Terre Short:

Terre Short is the CEO/owner of Short Group. She has been a coach in some capacity her entire career. Through coaching, speaking, and facilitating she has inspired countless staff, senior leaders, physicians and middle managers to connect to their why, and to harness the power of empathy and personal relationships. She excels in assessing complex situations/challenges and helping others break them down with clarity into actionable steps.

Terre has more than 30 years of leadership experience, a Masters in Business Administration/Healthcare Management, her Professional Coach Certification (PCC), and is a Certified Patient Experience Professional (CPXP).

Prior to returning to Short Group, Terre served in corporate healthcare roles for ten years (2010 – 2020), as a high-level executive for one of the largest health systems in the U.S. (HCA), and as a regional director for Huron/The Studer Group.

She first established Short Group in 1995 and at that time specialized in leadership development and consulting, including coaching GMs, CEOs and other leaders. Short Group followed her hospitality career that spanned many senior leadership positions within Four Seasons Hotels and later Pebble Beach Company.

Since 1995, she has spoken for a wide range of organizations, and audiences large and small. She is highly sought after for leadership development forums and spoke at the 2018 Annual Becker’s Hospital Review Conference.

Terre is passionate about bringing out the potential of others through 1:1 and team coaching, and helping leaders improve results through her speaking, and consulting. Topics outlined on Short Group website.

Terre published The Words We Choose: Your Guide to How and Why Words Matter in July 2020. The book covers how to choose words that connect to values and intention. It spans the words we choose for ourselves (the voice in your head), with loved ones, at large in the world, at work, through technology (not spoken), and with a higher power.

About Dennis Snow:

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.

His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”