Courtesy is one of Disney's (and most companies, for that matter) bed and butter cornerstones. It is the second of Disney's four keys. All Cast Members/Disney Employees are taught this on Day One of work (DLR's "Traditions," ESPN's "Rookie Camp," or whatever the specific Line of Business calls Orientation). There are only a few situations in which a Cast Member/Employee can neglect their responsibility to "Courtesy," one of which is an immediate or imminent threat to person or property, as Disney's primary concern is for the safety of its guest and Cast. When it comes to choosing between using the "Safety" or "Courtesy" key (in that there is only time for one, but not the other), Safety must be addressed. If there is time for both, the safety issue must be addressed courteously. It goes to follow that if there is time for a third key, safety must be addressed courteously and with regard for the show (Disney 'look,' theme park 'experience, etc.). If there is time for all four keys (most situations), safety must be addressed courteously and efficiently with regard for the show...
There
is a fine line between firmness and rudeness. By the book, a CM is only excused from hir responsibility to Courtesy when a higher priority (Safety) must immediately be addressed, as described above. If there is at all time to address the issue courteously, both keys shall be used, etc. Big Wallaby's post (
Post #14) is an excellent illustration of the proper use of Disney's keys. The four keys were properly used in concert at the beginning of the incident, and one by one were removed so that only the issue of Safety was addressed by the end.
As 'extreme' or 'obvious' as this example may be, it is precisely where and when Courtesy may be vacated in for the sake of Safety: only in these kinds of situations. The
grouper example is an instance of inappropriate neglect of the Courtesy key.
