Event Details

SHARE Museums East: Front of House Forum will tackle the following questions: 

‘How we won two awards for Customer Service’

Kate Phizacklea, Visitor Services Manager and Asphodel Denning, Visitor Services Assistant /Shop Supervisor at the Museum of Archaeology and Anthropology, Cambridge will talk us through their recent Mystery Shopping experience and tell us how they scored 100% on both visits.

‘Understanding Your Visitor’s Perspective’ Workshop

Colin Mulberg, Director, Colin Mulberg ConsultingThis session helps venues to look outwards by understanding the visitor’s viewpoint. We will uncover how visitors make decisions and choices, where they have to do work on a visit and some tools and approaches to use back on site.

Colin has 25 years experience of putting visitors at the heart of venues. He works across the museum, heritage and arts, helping venues to gain detailed insight into their visitors and then using this to drive change. He identifies improvements to the whole visitor journey – from websites, entrances, ticket desks and small displays through to new galleries and whole museums. 

Colin is a registered HLF Consultant, advising on the public engagement with heritage, with a particular focus on audience development and interpretation. He is also Lead Consultant for the Museums + Heritage Show, curating and presenting the ‘Understanding Your Visitors’ stream. 

‘Warm Welcome’ workshop

Niki Hughes is the Opening Doors Project Coordinator for the University of Cambridge Museums. The role involves creating opportunities for people to get involved in museum activities. Niki is an accredited Welcome Host trainer and utilises this training to enable staff and volunteers to communicate successfully with the public in a front of house capacity.

The session will focus on sharing best practice on how to provide a warm welcome to the public and will involve group tasks and activities exploring different ways in which our behaviour can affect a visitors experience.

 Please bring a packed lunch or treat yourself at one of the Museum of London’s excellent cafés and restaurants which provide the perfect pit stop for hot and cold meals, sandwiches, cakes and fair-trade teas and coffees!


Terms & Conditions:

 Full details of our programmes conditions can be found on our website. 

By booking a place on to SHARE Museums East Training Programme, you are agreeing to the following terms and conditions:

  • That you are from an East of England museum or heritage organisation which is in the Arts Council England’s Accreditation Scheme. Where this is not applicable you acknowledge that so that we can aim to facilitate your attendance if we can. (This may involve a fee).

  • It is a condition of receiving this ACE funded training that the online evaluation sent to the email address provided at the point of booking is completed by the specified deadline. This deadline is in the email notification unless a paper evaluation is specifically requested and submitted on the day of the training session.

  • By booking a place you agree that you are booking as a representative of your organisation and should you cancel your booking without sufficient notice your organisation is responsible for paying the late cancellation fee of £50.


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