Creating a Culture of Staff Safety in the Face of Emboldened Guests

Saturday, September 29, 2018: 4:30 PM-5:45 PM
Meeting Room 16 (Connecticut Convention Center)
Session Leader:
Kate Higbee, Director, Guest Experiences, Museum of Science and Industry
Presenters:
Carla Thacker, Deputy Director, Guest Experiences, Museum of Science and Industry and Joseph Hernandez, Manager of Guest and Member Services, Adler Planetarium

Staff on the front lines of an institution have long been taught to value guests’ needs above all. But this may put them face to face with guests who may be predatory, discriminatory, and a perceived threat. Two institutions discuss how they are supporting staff and enacting procedures to help.

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