Academie voor Cultuurmanagement




sharing is caring

14.00 h in Arnhem


Karen Marchal, Erfgoed Gelderland

+31 (0)26 352 16 97

Positive experiences mentioned



being noticed

content / information



freedom / quiet

effort / support

personal approach


being amazed / surprised

Negative experiences mentioned

feeling stupid

bad quality


no answer





 1 why

During the first workshop we talked about:

  • the trends in leisure
  • the busy lives of our visitors
  • the different reasons they have to come and visit us  

All these things together make the facilitites in our museum very important. Visitor's have high expectations.  However, even if the expectations are not met (like Louis Vuitton Museum in Paris), the staff will still be able to make a difference. They have the clue to change the Net Promoter Score. That is why we are building a training to train our collegues.

2 when & how

During this second workshop on the wonderful grounds of Golfplatz Borghees, we worked with our training priorities (the assignment from the first workshop). With the help of Terry Brochard and his model, we focussed on a certain point in the customer journey and a certain theme (content, social or flow). 

3 build

On the first (and cold) day of the winterclosure in a somewhat gloomy Wunderland Kalkar we practiced with the model and taking the visitor's needs as our starting point. Then we started building our own training.

4 train

During this last day of the series we explained our plan for our trainings - from video's to memory cards. We all have very diverse groups to train with a lot of volunteers. It seems that we tend to be afraid to tell people what to do. Please keep in mind that it is normal that "leren gaat van au (naar wow)" .

In the afternoon we ourselves were trained by Frank Thiel in how to handle complaints. His training format and methods serve as an example, we may use them in our own museum. We all learned a lot! And it dit not hurt at all ;-)



24.01.19 sharing is caring (arnhem)

Before you are going to deliver the training in your museum we offer you the opportunity to get feedback from museum professionals from the Euregio.

We invite you to Sharing is Caring at 24 January 2019, from 14.00 – 17.00 in Arnhem.

During this seminar you will have the opportunity to try-out your own training. Remember the performance of Schloss Moyland, with the roleplay about the guard at the entrance and the visitor that has to go to the bathroom? That’s exactly what we would like you to organize. 


Please work on an example of your training, and present it during this format:

  • 5 minutes: welcome audience and explain the entire training (goals, target audience, deliverables)
  • 15 minutes: present part of the training
  • 10 minutes: after talk with specific questions for feedback by the observers

Make your pilot training as specific as possible. Bring deliverables, and choose a clear format for the intended learning outcome. Bring a video, present some PowerPoint slides, show the roleplay (of better: let the audience participate), share questionnaires and forms, play a quiz, make a checklist or hand out the memory cards.

You will get your own room to deliver your mini training. Please inform us about your plan, and your needs. What AV material will you use (computer/laptop, beamer, sound), how many tables, chairs, flip-over, or….  Send us an e-mail with your program and materials before 20 December, so that we can give you feedback on the format and start organizing everything.

You can finetune your training after having received our feedback.

Think it over under the Christmas Tree (final deadline: 10 January 2019)!






during sharing is caring (24/1), the program will be in english, but you can do your own pilot in your native language

look here for

Hospitality 4

Presentation Nina

Presentation Frank Thiel

Handout worksheets Frank Thiel

Video's of all teams

Hospitality 3

Presentation Marjolein







hospitality is an art, 
therefore it belongs in a museum

Cees Sleven


Hospitality 2


Presentation Borghees

Insights Terry Brochard

Worksheets Hospitality 2


Hospitality 1

Presentation Marjolein de Boer

Presentation DRU Cultuurfabriek



culture clash

Looking back on the workshops in 2017 ....


peer 2 peer

Looking back on previous workshops in 2018