Last week, I observed a scene that is becoming rather commonplace at larger public venues.  While in the produce aisle at Costco (mask in place), I ran into “Karen” who was loudly proclaiming that we (presumably the rest of the shoppers) were feeding into the paranoia over Covid by complying with the mask rule.  Naturally, Karen wasn’t wearing hers.  When asked by a store employee, who was equally as loud, to both bring the level of her voice down and to wear a mask, she further increased the intensity and volume of her diatribe. 

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These meltdowns certainly do not reflect well on either the person requesting that regulations be followed, or the person who refuses (Karen).  Thanks to social media, these tense interactions spread like wildfire.

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Viral videos amplify a situation that event strategists may soon be facing as the industry begins to return to live gatherings – the uncooperative attendee. 

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The last thing an organizer wants to do is to insult or embarrass an attendee.  At the same time, the health and safety of all guests needs to be taken into consideration. 

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This situation begs the question:  How can an event planner diplomatically handle a guest who is refusing (perhaps very vocally) to comply with health and safety requirements?  Below is a scenario that, without preventive measures, could conceivably happen and leave a scar on your well-intended event.

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An attendee shows up to an event to register. The registration desk is being manned by a few people, wearing masks and, perhaps, gloves. In addition, organizers have provided ample signage to remind people to wear masks and keep their distance.  The attendee is not wearing a mask and becomes agitated when asked to comply.  

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Here are some steps you and your staff can take to mitigate reputational, financial and event liability risk:

1. Communicate any new health requirements broadly and often.  This is a must.  Nobody likes to be surprised on-site with new rules.  The same information should also be included in on-site event materials so that guests have no excuse not to comply.

2. Keep extra masks on-site.  This is also a simple way to address the cranky customer or attendee.  One of our clients recently hosted a small event for 25 people.  They ordered extra masks emblazoned with the logo of the conference sponsor.  Their sponsor appreciated this extra benefit, for they had seen their intended audience shrink.

3. Assign a staff member as a crisis manager. This staffer would be tasked with handling all conflicts at the registration desk.  Having an area set aside where safety issues can be resolved in a private way will deescalate the situation, keep other guests from becoming involved and minimize any embarrassment to the attendee.

According to Crystal L. Bailey, Director of The Etiquette Institute of Washington (www.washingtonetiquette.com),when interacting with someone reluctant to wear a mask, very often It's best to move the conversation away from the crowd.  Avoid disrupting other attendees or embarrassing the non-mask wearer.  Bailey suggests saying, “I know it’s not the most comfortable, but for your safety and the safety of others, masks are required for participation."  

4. Ask your guests to sign a waiver before the event.  They need to agree to comply with all health and safety requirements.  Should a guest continue to resist following the rules this waiver can be used to refuse entry to the event. This should only be used as a last resort.

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Do your best to minimize the chances for an eruption by maintaining a respectful demeanor, moving the conversation away from the main registration area, and remind the guest that their compliance is in the best interests of everyone’s health and safety. 

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Although this scenario deals with reluctant mask wearers, the solutions can be applied to many other conflict scenarios.  In light of the tense political climate in the United State right now, flare-ups can happen.

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As poet and civil rights activist Maya Angelou said, “People will forget what you said, they will forget what you did, but they will never forget how you made them feel.”  In this era of uncertainty, fear and changing landscapes, event strategists must remember to maintain grace under fire and respect the concerns/beliefs of others.  If you treat your guests with respect they will reciprocate. 

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Even Karen might surprise you.