The importance of recognising your museum visitors' invisible disabilities

Some disabilities aren’t obvious, and many people don’t understand that people with hidden disabilities also need additional support and understanding. We hear stories of people with hidden disabilities finding themselves in embarrassing or humiliating situations as a result.?

Examples of hidden disabilities are asthma, Crohn’s disease, dementia, lupus, epilepsy, colitis, COPD, diabetes, narcolepsy, long Covid, menopause, and neurodiversity, but the list is much, much longer.?

When dealing with people with invisible disabilities in a historical attraction such as a museum or gallery, a member of staff’s attitude can make or break their enjoyment of their visit. And that is why awareness of hidden disabilities is part of our induction training for new staff.?

Why it’s important to be empathetic

Having worked front of house in one of the UK’s best known museums, our Museums & Galleries Division Manager Angel Garcia understands how important it is to take invisible disability into account when training staff in customer service excellence. “We tell staff members not to make assumptions about people, and to be discrete, non-judgmental and supportive when people ask questions that show they have a hidden disability, or are with someone who does. People with hidden disabilities have a variety of needs, yet are often frustrated by people who dismiss them simply because they don’t look like there’s anything wrong. This can lead to a staff member asking too many questions which can be too much for the person concerned, which adds to their embarrassment and nervousness.?

“It could be someone with diabetes who needs a private space to administer their medicine, or someone who has to rest at frequent intervals wanting to know where the seating is - it’s too easy for people to make the assumption they’re lazy which isn’t the case in the slightest.?

“We teach staff that it’s important to actively listen to every question. A common problem is that people with continence difficulties want to know where all the toilets are so they can plan their route around the building - they don’t necessarily want to know where the nearest toilet is right now, but often that’s the only answer they’re given. By not listening properly to the question and giving a patronising answer, you’ll be adding to their embarrassment and frustration, and that will have a negative effect on their enjoyment of their visit.?

“A key part of our induction training for staff is to impress upon them that they must never make assumptions. We teach them that there’s always a reason why someone’s asking the question, and to be mindful of how they reply, ensuring they’re discrete, supportive and empathetic. It’s all part of the customer service excellence our candidates are well known for. Most attractions and places in London are really busy which can be intimidating to people with hidden disabilities, so a little Artisan People kindness will go a very long way.”?