Since the onset of the pandemic, reports of bad behavior in public seem to have increased a thousand percent. Whether it’s problems with customers or students or passengers or patients, workers in front of house positions are accumulating anecdotes, to put it mildly.
Depending on location, foot traffic, and barriers to entry (like admission fees), certain museums may be more likely to encounter problematic guests, but issues can and do arise anywhere. A “fancier” institution is not insulated from bad behavior. A children’s museum can be a hotspot for poorly behaved adults.
What is the plan at your museum for dealing with unruly visitors? Hopefully, you already have well-defined protocol in place, including a documented guest code of conduct. Even so, it’s a good idea to periodically revisit this topic and make sure everyone is on the same page. Protecting the well-being of staff, volunteers, and visitors is paramount.
Strategies to Help Deal With Unruly Guests
Before we get to incidents, let’s take a step back. Bad behavior can stem from many factors, but one thing you can do on your end is fix common causes of visitor dissatisfaction that contribute to simmering tension. Crowding, exhibition maintenance, cleanliness, customer service, parking … maximizing visitor experience in these areas can only help.
Related read: Strategies for Managing “Free Day” Crowds
Clear Policies and Signage
Display essential museum rules at entry points, whether its guidelines for behavior, noise levels, or prohibited actions (e.g., touching, photography, vaping). This helps set expectations upfront. Consider the languages spoken by visitors. You’ll want to have a simplified version with pictograms if the need arises.
A visitor code of conduct won’t prevent bad behavior, but it’s important to have one as a documented part of the process. Make sure it is available on your website, too. Note: The code of conduct must be enforced uniformly, or it becomes meaningless in the eyes of staff and guests.
Good examples of visitor guidelines from different types of museums to use as inspiration:
Fort Worth Museum of Science and History
OMSI
The Museum of Flight
Tenement Museum
Morven Museum & Garden (historic home)
MoMA
Denver Botanic Gardens
Lynden Sculpture Gardens
Lincoln Park Zoo
Conflict De-Escalation Training
Most situations can be resolved before they reach the point of concern. Give staff tools and training in conflict resolution and de-escalation techniques — even a one-hour web course can have an impact in ensuring staff can calmly handle difficult situations without escalating tensions.
Related reads:
NISE Network Partners Share De-Escalation Tips and Real Life Situations
Free Course on De-Escalation Strategies for Libraries, Archives, and Museum Staff
A Brief Guide to De-Escalation Strategies (pdf)
Engage Early
If a visitor starts behaving inappropriately, approach them early with a polite but firm reminder of your institution’s policies. A calm, friendly approach can often resolve minor issues before they escalate. Consider the WAVE technique, as outlined by MuseumTastic:
W: Wait
Listen to the visitor’s concerns and remain calm. Give the visitor time to vent – sometimes they just want to be heard. Receive the information and don’t feed into dramatic situations. Consider the value of non-verbal communication like eye contact and nodding.
A: Acknowledge
Acknowledge the issue or concern by paraphrasing it back to the visitor with a firm but hospitable tone. Build a rapport with an authentic response. Let the visitor know that you “hear” them.
V: Value
Add value to their experience by offering a solution to move forward. Work with them to remedy the situation.
E: Extra
What can you do to show that you listened? If the situation warrants it, how can you go above and beyond? It does not need to be a grand gesture.
Other tactics that can help calm guests before they get too riled up:
- Use language that puts people first.
- Always ask, don’t assume.
- Make eye contact and offer assistance.
- Offer alternatives, like moving to a quieter, more comfortable area or giving them a break from the exhibits.
- Provide specific directions.
Use Security
If the situation doesn’t improve or if a visitor becomes aggressive in any way, it’s time for staff to distance themselves and involve museum security. Security personnel should be trained to handle these situations discreetly and professionally.
If unacceptable guest behavior happens with any kind of regularity, it’s necessary to have security on duty at all times so this type of specialized work doesn’t fall on the shoulders of regular staff.
Escalation Procedures
Have clear procedures in place for situations where visitors refuse to comply or pose a risk to others. That means procedures around asking a visitor to leave or, in extreme cases, involving local authorities. Protocol for calling authorities can and should be included in general emergency procedure documents for staff.
When escalating to security or outside authorities, be prepared with relevant information:
- Where is the emergency?
- What happened?
- How many people are involved?
- Describe the person’s appearance, age, and any distinguishing characteristics.
- Is there any immediate danger to people, the collection, or valuable equipment?
- What is currently being done?
Related read: ICOM Handbook on Emergency Procedures
Document All Incidents
Maintain a log of any incidents involving unruly visitors. This documentation can help with future responses, prevention, and follow-up, and it may be needed if legal action is required.
What to include in an incident report:
- Basic info: Date, time, location
- Detailed description of the incident
- Names and positions of the people involved, including witnesses
- Photos of any damage, security footage stills, etc. as applicable
- Step-by-step of your actions taken during and after the incident
Creating a Protocol for Disruptive Visitors
Here’s a one sheet on creating a protocol for disruptive visitors, written by a director of security. The first step in the process is to draft a policy to which everyone can adhere. Again, this policy needs to be uniformly enforced.
Ideally, staff should work together in these situations. Consider making efforts to build relationships between different teams: security, visitor services, educators/gallery guides, building and grounds staff, etc. This will allow for people from different departments to feel confident about coming together when necessary.
Pay special attention to adult programming or events where alcohol is involved, as that can obviously affect visitor behavior.
Tips for Specific Behavioral Issues
Click on any of the behaviors below to view general advice on common issues:
> Excessive Noise or Disruptive Behavior
Approach calmly. Offer solutions.
Politely approach the visitor and remind them of the museum’s atmosphere. Use non-confrontational language like, “We ask all our guests to keep conversations at a low volume to ensure everyone can enjoy the exhibits.”
If it’s a group causing disruption, suggest splitting up or moving to an area that allows more noise, such as a café or outdoor space.
> Touching or Damaging Exhibits
Intervene immediately. Consider providing an interactive option.
If a visitor is touching or potentially damaging exhibits, address the situation immediately. Politely but firmly explain why touching is prohibited, focusing on preservation and safety: “These objects are fragile, and we want to ensure they’re here for everyone to enjoy.”
If this is a regular occurence, consider offering interactive exhibits or areas where visitors can engage with replicas or digital versions of objects.
> Aggressive Behavior
Stay calm and firm. Call for security.
If a visitor becomes overly worked up, remain calm and avoid escalating the situation. Acknowledge their frustration but reiterate the museum’s policies. For example, “I understand you’re upset, but we need to ensure everyone feels safe.”
If the aggression continues, increase physical distance and do not engage further. Alert security or a manager immediately and let them handle the situation.
> Drunk or Under-the-Influence Guests
Address discreetly. Escort out if necessary.
If a visitor is visibly intoxicated and causing a disturbance, approach discreetly and ask them to leave or take a break outside. Staff should be trained to identify signs of intoxication and handle the situation tactfully.
If the visitor refuses to cooperate, security should escort them out of the building to avoid further disruption.
> Children Running and/or Causing Disruptions
Engage with the accompanying adult. Offer kid-friendly spaces as an alternative.
Politely remind the parents or guardian of your policies, using a tone that shows concern for the child’s safety: “We ask that children stay with their parents to ensure everyone can enjoy the exhibits safely.”
Direct families to any kid-friendly areas where children can explore in a more interactive way, such as hands-on exhibits or play areas.
> Ignoring Photography Rules/Restrictions
Give a quick reminder, then offer alternatives.
If someone is violating a photography rule, gently remind them with a smile, “We ask our visitors to refrain from photography in this exhibit to protect the artworks.”
Suggest they visit areas where photography is allowed or provide information on where they can find professional images of the exhibits.
> Large Groups Causing Congestion
Guide traffic and coordinate with group leaders.
If a large group is blocking pathways or causing congestion, guide them toward less crowded areas or suggest breaking the group into smaller sections to better navigate the museum.
If it’s an organized tour group, speak directly to the group leader to ensure the crowd remains manageable and respectful of other visitors. Make it easier to manage groups from the outset by requiring group leaders to check in and wear a museum-issued lanyard while visiting.
> Inappropriate or Offensive Behavior
Intervene immediately. Call for security if necessary. Maintain zero tolerance for hate speech.
If a visitor is being offensive (e.g., using inappropriate language, harassing others), politely but directly ask them to stop. If they continue, request that security remove them from the museum.
Make it clear that offensive or discriminatory behavior will not be tolerated and can result in immediate removal from the premises.
When Management Isn’t Responsive
For those who are in upper management, listen to the concerns of your staff and volunteers on this topic. Workplace safety and respect are important. So are staff retention and your museum’s reputation.
It’s essential that staff feel supported by security and by upper management when it comes to safety and well-being.
For visitor service representatives or other museum staff who perceive inadequate support, there are a few things you can do:
- Incident reports are a must and should include at minimum date/time and a description of the incident, your actions, and statements from other staff (or witnesses if necessary).
- Track the expenses of any broken items.
- Track staff turnover.
- Set up member feedback opportunities on safety and security and use that data in a report to management. Unfortunately, sometimes hearing complaints from paying customers holds more weight.
- Consider involving a supervisor in frontline situations. One, it can placate the guest to be “transferred” to someone in authority; two, director-level staff gain awareness of issues they may be insulated from if not often on the floor.
Ultimately, handling the inevitable difficult visitor is about taking steps now to set your staff up for success in the moment. Create guidelines and procedures that allow staff to feel respected, secure, and confident in managing unruly guests with empathy, firmness, and a calm demeanor.
