What would you do in the first case? Because I honestly have no clue.I am a character attendant. Here are some questions that could be asked:
*What would you do if a kid was being rough with the character?
*What would you tell a guest if the line to the character was closed?
*What would you tell a kid if they asked you why ___ can't talk to them?
For why they don't talk, would it be good to say it's because they actually speak mouse, and so you wouldn't be able to understand them anyway, without the extra magic the movies use to translate for them?