As you say, we do help "empower" our docents so that they feel confident
when making a decision that involves terminating a tour when bad behavior
is encountered (I've only heard of two instances of this happening in the
close to 10 years we've been open).

Thanks for the reply.

O
Olivia S. Anastasiadis, Curator
Richard Nixon Library & Birthplace
18001 Yorba Linda Boulevard
Yorba Linda, CA  92886
(714) 993-5075 ext. 224; fax (714) 528-0544; e-mail:  [log in to unmask]

On Wed, 3 Feb 1999 12:02:29 -0500 Doug Lantry <[log in to unmask]> writes:
>re training in diplomatic behavior:
>
>At our institution, a U.S. state capitol, diplomatic behavior is at
>the
>very top of our list in volunteer and staff training. You can imagine
>why--our place is the locus of many controversies, and many visitors
>have
>strong opinions which they sometimes feel compelled to voice during
>tours.
>
>We emphasize gracefully ackowledging strong feelings and
>replying that political thought and involvement are the lifeblood of
>the political process, and that citizens should contact their
legislators
>for the best results. We leave our politics at home.
>
>Political and cultural history and current events are at the fore
>here, making audience awareness and graceful management of visitors most
>important. Most people (volunteers in training, I mean) easily cotton
>to these vital considerations. Adults and younger visitors, of course,
>present different challenges.
>
>Training methods that have worked (as requested below):
>
>Anecdotal examples. As we train, we discuss real and potential
>situations and solutions, regarding both adult groups and younger
visitors. Then,
>on-the-job experience makes these points clear.
>
>"empowerment." Our interpreters are taught to explain the rules of
>behavior here for students, and also to explain why the rules exist.
>Each interpreter can terminate a tour for continued bad behavior, using
>their best judgment, and I (the education coordinator) will deal with
the
>fallout. This is rare but has worked well at times.
>
>I hope this is useful.
>
>Regards to all,
>Doug
>
>........................................
>Doug Lantry
>The Ohio Historical Society
>Statehouse Education and Visitors Center
>Columbus, Ohio
>[log in to unmask]
>
>On Mon, 1 Feb 1999, Olivia S. Anastasiadis wrote:
>
>> How many museums out there devote time to training all
>> staff in diplomatic behavior?  What then is the approach, and would
>you
>> share with us methods that worked?
>>
>

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