SeaWorld / McGraw Hill
McGraw Hill was a publisher that did management of organizational behavior. (Our publisher owned SeaWorld) We implemented Situational Leadership to SeaWorld trainers we learned how to recognize/reward their trainers (using their animal training techniques) by linking recognition to the behavior you want.
We created a book called Whale Done using these concepts. We trained all leaders, teams and customer service and became more intimate and learned the behind-the-scenes of SeaWorld operations. Worked with regional managers, customer service champs and turned around a place where people typically went to learn and get entertained to helping make their experience in park memorable and unique.