Disney & Walter Reed--a Goofy Solution
Trying Some Disney Attitude to Help Cure Walter Reed
By Steve Vogel
Washington Post Staff Writer
Monday, February 25, 2008; B01
Fifty medical workers -- doctors, nurses, therapists and administrators among them -- sat in a room at Walter Reed Army Medical Center gazing at a slide of Donald Duck on a screen.
The oft-cranky Disney cartoon character, wearing his blue sailor jacket and cap, was in a palpable rage. His webbed feet had lifted off the ground, his beak was gaping, and his white-gloved hands were tightly clutching an old-fashioned two-piece telephone.
"We can clearly see he's frustrated," said Kris Lafferty, a trainer for the Disney Institute who was leading workers at the Northwest Washington hospital last week in a four-hour seminar on customer service. "Why do we think he's frustrated?"
The last time I was subjected to that kind of mindless kootchy-koo dumbing down was when I was in 1st grade and l…