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? >> > ___________________________________________________________________ You don't need to buy Internet access to use free Internet e-mail. Get completely free e-mail from Juno at http://www.juno.com/getjuno.html or call Juno at (800) 654-JUNO [654-5866]