MK cast members need sensitivity training

[Notatourist]

Remember there is a walk from the garage to the parks...take your time.

 

[GRUMPY PIRATE]

I can't believe the CMs said that! How rude!

We are heading to Universal next weekend and my MIL is coming with us. Well, last week she came down w/ plantar fasciitis. We reserved an ECV for her. I know she doesn't want to use it, but she knows she needs to. I think we will just hang a sign on it that says, "I have plantar fasciitis. That's why I am using an ECV. Mind your own business." She would get a kick out of it!

Just as long as YOU wear a sign saying: "Thats my Mother in law!! hehehehe"

or something like that!

 

[karliebug]

I just think its silly to argue about without knowing the CM's intent!

Maybe he was being nice and making conversation. It's all in the tone and delivery! The way you say something can make it sound different than reading it in text!

We are only getting the mother's perspective. I'm not saying she is wrong or anything, but every parent takes up for their child and is protective...especially is they perceive something like she did.

I'm just saying that maybe the kid was trying to make conversation and cheer someone up. The CM is a kid also... Maybe he isnt the best talker, etc. I just dont think we can throw someone under the bus without knowing their side.

OP here. Both CM's in question were not kids, they were men apprx. 30-40 yrs. old. The first who asked "what's wrong with you? Did you sprain your ankle or something?" had given her a thorough up and down look and asked , I assume, because she did not have a cast, wrap, or anything. I still thought it was rude. The other CM at BTMR, who asked "what's with the chair , what did you do?" , did seem to have a joking matter. When I replied that she has a chronic illness I think that should have been the end of it. When Kate told him that she tires easily and he told her maybe she should take a nap, I thought that was rude even if he was only joking.Again, I want to say that most CMs were helpful throughout the week and even most guests.

 

[jrt1176]

I still think you were almost looking for offensive remarks or assuming bad intent on the CM's.

To me it sounds like they were just making conversation with your daughter.

Maybe they could have worded it better or they arent the most "silver tongue'd" of all CM's...but, from their follow up questions it seems they are just curious and making conversation. They could have wanted to see if something was serious or minor, before joking or making light, etc.

I'm sure that you have experienced rude people in the past and are just trying to protect your daughter. That's natural. But, I honestly think you're reading more into these situations and not giving the benefit of the doubt.

Maybe you're right... But, looking for the worst in a situation when its not exactly clear doesnt help either...

OP here. Both CM's in question were not kids, they were men apprx. 30-40 yrs. old. The first who asked "what's wrong with you? Did you sprain your ankle or something?" had given her a thorough up and down look and asked , I assume, because she did not have a cast, wrap, or anything. I still thought it was rude. The other CM at BTMR, who asked "what's with the chair , what did you do?" , did seem to have a joking matter. When I replied that she has a chronic illness I think that should have been the end of it. When Kate told him that she tires easily and he told her maybe she should take a nap, I thought that was rude even if he was only joking.Again, I want to say that most CMs were helpful throughout the week and even most guests.

 

[ms mouse]

I am a 53 year old who has UC for the last 30 years, so I know about good days and bad. When I was first diagnosed I had many misrable days, but with medication my life is almost normal, I hope that encourages your daughter that this is a treatable condition. Is there not some kind of pass that is given that says a person has a condition that allows them to use a wheel chair for medical reasons? I know when we checked in a few years,with a friend who is an amputee,we had a request on the reservation for rooms close to the bus because of difficulty walking. When we checked in the CM asked for some proof of a disablitity. There should be something that helps the CM and does not embarrass the guest.

 

[KPeveler]

I am a 53 year old who has UC for the last 30 years, so I know about good days and bad. When I was first diagnosed I had many misrable days, but with medication my life is almost normal, I hope that encourages your daughter that this is a treatable condition. Is there not some kind of pass that is given that says a person has a condition that allows them to use a wheel chair for medical reasons? I know when we checked in a few years,with a friend who is an amputee,we had a request on the reservation for rooms close to the bus because of difficulty walking. When we checked in the CM asked for some proof of a disablitity. There should be something that helps the CM and does not embarrass the guest.

ooh, major rule breaking by that CM! NO ONE can make you prove a disability. A person can use a wheelchair no matter their condition. No card is needed to say a person can use a wheelchair in disney. and hotels are NOT allowed to ask for proof of disability to get a room near the bus! actually, the only time i have heard about needing proof of disability for a room is on a cruise line - ADA cabins are bigger and people used to claim needing them just to get the bigger room - now you need a dr's signature.

but ADA rules state that no one can make a person prove a disability...

 

[WheeledTraveler]

To me it sounds like they were just making conversation with your daughter.

Whether that's true or not, I think it's a rude way to make conversation. For me it's a conversation killer and I suspect it is for most other people with disabilities. It certainly is for the rest of my friends who have visible disabilities. If you want to make conversation ask me how I'm doing, not why I'm in a wheelchair. It's a boundary issue and can be really upsetting as it sounds like it was to the OP and her daughter when someone breaks it. Often the follow-up questions/statements (like the "then take a nap") are the worst and I do think follow up comments like that are unnecessary and rude. If you're going to ask the question in the first place, at least be sympathetic to the answer.

 

[jrt1176]

Oh, I agree its not the best way to start a conversation.

But, I dont think the CM's thought anything was seriously wrong or that she had an illness, due to her not having something obviously wrong...

I think they were assuming she sprained an ankle, etc. Which has to be quite common at WDW.

Let's give the guys the benefit of the doubt. They arent in the health field after all...they work at Disney World!

Whether that's true or not, I think it's a rude way to make conversation. For me it's a conversation killer and I suspect it is for most other people with disabilities. It certainly is for the rest of my friends who have visible disabilities. If you want to make conversation ask me how I'm doing, not why I'm in a wheelchair. It's a boundary issue and can be really upsetting as it sounds like it was to the OP and her daughter when someone breaks it. Often the follow-up questions/statements (like the "then take a nap") are the worst and I do think follow up comments like that are unnecessary and rude. If you're going to ask the question in the first place, at least be sympathetic to the answer.

 

[livndisney]

Oh, I agree its not the best way to start a conversation.

But, I dont think the CM's thought anything was seriously wrong or that she had an illness, due to her not having something obviously wrong...

I think they were assuming she sprained an ankle, etc. Which has to be quite common at WDW.

Let's give the guys the benefit of the doubt. They arent in the health field after all...they work at Disney World!

Yes, they work at Disney. And as such they are required to follow Disney policy. Disney policy is clear and it is not the CM's job to question the guest on disability.

Even "giving the guy the benefit of the doubt" does not excuse this behavior.

Bottom line, "it is not the CM's business as to what disability a guest has". Per conversation on this very subject with WDW Management Offices.

 

[TheDisneyGirl02]

I was a CM at WDW while I was in college (I'm currently a CM at The Disney Store) and I would only 'joke around' with people in wheelchairs if they had a cast on. I would usually say that I hope they didn't do that on vacation or at the very least sympathize with them. I've been in a wheelchair at WDW and DL so I know how they feel.

Recently if I'm working at my store and I see somebody wearing a knee brace, I may ask what they did or say "did you tear your ACL?" because I have done that three times. Actually right now I'm recovering from ACL reconstruction and when I go to the grocery store, I go in a wheelchair because I'm still on crutches. The only reason I ask is because I can sympathize with them! I would never do it to be mean.

OP, my cousin has/had UC. About 5 years ago, she went through a series of surgeries where they removed her colon and she responded very well to it. I don't think it's completely gone, but I think her quality of life is much better than it was before the surgeries. I hope your daughter is doing well because I know how horrible UC can be.

 

[jrt1176]

Who said they are questioning the disability?

That's an assumption by a parent.

They are outgoing CM's trying make conversation.

Yes, they work at Disney. And as such they are required to follow Disney policy. Disney policy is clear and it is not the CM's job to question the guest on disability.

Even "giving the guy the benefit of the doubt" does not excuse this behavior.

Bottom line, "it is not the CM's business as to what disability a guest has". Per conversation on this very subject with WDW Management Offices.

 

[KPeveler]

i think the idea of question disability or at least being rude came with the "take a nap" comment...

 

[jrt1176]

Well, I agree it was rude and I would never say that.

But, maybe the guy wasnt intelligent and literally took it that she gets tired easily... Maybe he thought his insight was original?

I agree it was an ignorant statement. But, more likely made out of lack of knowledge than bad intent.

i think the idea of question disability or at least being rude came with the "take a nap" comment...

 

[livndisney]

Who said they are questioning the disability?

That's an assumption by a parent.

They are outgoing CM's trying make conversation.

I guess we are going to have to agree to disagree. The comment the CM made was against Disney policy. Asking "what is with the chair?" is questioning a guest about a disability. Plain and simple. If the CM feels it is acceptable "conversation", he needs some additional training. Telling a guest they need to "take a nap" due to a disablilty is rude and uncalled for. It is not insight.

 

[dclfun]

The comment "what's with the chair?" isn't necessarily questioning a disability. As someone with a severe disability I guess I just don't get how the whole incident was "horrible" or that the CM should be reported. It was unfortunate that this Mom or daughter had their feelings hurt but I'm not feeling the outrage here. "What's with the chair" doesn't necessarily mean this young lady didn't deserve one, wasn't disabled, was faking etc.- it can also be a simple question based on concern or empathy. I don't take offense very easily I guess- people ask me questions all the time.---Kathy

 

[jmartinez1895]

We encountered a rude CM at the teacups this past April. Our son was using a stroller for a wheelchair ( we had a GAC and sticker on the stroller). When we got in the line for wheelchirs he t6old us that it was for special needs guest only. We told him we had special needs and we showed him our GAC. He then told us we could not take the strooler to the tea cup to transfer ( wich we had done at least 5 other times). When we told him that he said that " it's just a kid, you can pick him up". At that piont we demanded that he get his supervisor. He was removed from the ride before we even got off. I don't know what happened after that, but his attitude was not justified at all.

 

[justtobeme2]

I'm not sure how old your daughter is but I'm guessing those CM were male. I'd be willing to bet they were trying to interact with her in "we're young people chatting" way. Unfortunately it wasn't the best choice considering, and we are sensitive but I have found that CM tend to try to have something to say to each person in a ECV or wheelchair and happening upon someone "like them" they think they can joke around with. Try not to be too upset with it I'll bet you 100.00 if they really knew she had an issue they would feel bad for what they said.

We have become a country of "political correctness" and sensitivity. I have a health issue that isn't visible either and most would think it was my weight that is the issue but it's not. My weight is BECAUSE of my health issue (5 back surgeries) which people can't see. So if/when questioned I don't let it bother me I just inform them and most people can relate or know someone who has had back issues once you tell them. I mean they can't SEE my back or feel my pain just as I can't SEE that they just found out their parents are divorcing so they aren't as smiley today, etc....

 

[Ashton7]

First let me say to the OP that I'm very sorry that happened to you and your daughter. It's really no one's business what her disability might be. I also want to comment on:

<<< I know that CMs probably see "fakers" on a daily basis but they need to realize that not all disabilities are visible.>>>>

I really don't undestand why so many people seem to have this assumption that there are "fakers" using wheelchairs and ECVs all the time. I don't doubt it happens once in awhile (and I've seen it myself in places like Walmart with teens playing on the ECVS, chasing each other around) but I suspect it is much rarer than people are assuming and if they knew the true story behind why someone is using assistance (such as with your daughter, for instance), they would realize that, as a whole, the incidence of it happening are rare.

I know that I've been given the evil eye or had remarks made to me as well as my SO because I am overweight. So what? I have physical problems that have nothing to do with my weight and I walked for years at Disney with a cane until I realized I was just torturing myself and paid for every trip for a week or more afterwards with excruciating pain. However, even if the only reason I was using an ECV was because I was overweight ... so what? Being overweight makes it difficult to walk, hard to breathe, painful on the knees, and a host of other problems. Are overweight people to be banned from Disney unless and until they lose 100 pounds? Really?

 

[McCall]

It continues to amaze me that people have to discount the OP and insist that the CM's were just making conversation, for Whatever reason, the reason does not matter.
NONE of us was there. None of us heard the tone of what was said. So why interject what you think the CM was thinking? It really does not matter. We are not talking about just another guest making a comment, that's bad enough but we are talking about a Disney company representative. Such people have rules of behavior and chatting up guests with personal questions is not one of them. Making a guest uncomfortable, or feel they are asking the guest to justify themselves is not part of their job and most Disney executive would be very upset to think an employee was doing any of those things.
Why can't we take the OP at her word, and just respond to HER version of what happened.
with IF a CM did what you say then yes they need sensitivity training, because under any explanation I have seen on this board they still DO need such training. The only appropriate questions would be to clarify WHAT accomodation is needed by the guest, if that is not obvious.

 

[Notatourist]

First let me say to the OP that I'm very sorry that happened to you and your daughter. It's really no one's business what her disability might be. I also want to comment on:

<<< I know that CMs probably see "fakers" on a daily basis but they need to realize that not all disabilities are visible.>>>>

I really don't undestand why so many people seem to have this assumption that there are "fakers" using wheelchairs and ECVs all the time. I don't doubt it happens once in awhile (and I've seen it myself in places like Walmart with teens playing on the ECVS, chasing each other around) but I suspect it is much rarer than people are assuming and if they knew the true story behind why someone is using assistance (such as with your daughter, for instance), they would realize that, as a whole, the incidence of it happening are rare.

I know that I've been given the evil eye or had remarks made to me as well as my SO because I am overweight. So what? I have physical problems that have nothing to do with my weight and I walked for years at Disney with a cane until I realized I was just torturing myself and paid for every trip for a week or more afterwards with excruciating pain. However, even if the only reason I was using an ECV was because I was overweight ... so what? Being overweight makes it difficult to walk, hard to breathe, painful on the knees, and a host of other problems. Are overweight people to be banned from Disney unless and until they lose 100 pounds? Really?

Ashton-There are more "fakers" out there than you think. It would really surprise you and sicken you at the same time.

In my line of work at another park (Annie, you do know me...) I cannot tell you the number of times that I see folks who really aren't in need of a chair in one, because they think that will get them to the front of the line. The saddest part is they don't realize what karma they are bringing upon themselves...

What we have here in my own opinion and from the side of the original poster is a whole lot of miscommunication.

Tell leah I said hi...