Keep your drama behind the curtain

I can’t recall where I picked up this tip, and I haven’t been able to find any evidence online that Disney theme parks actually do this, but I like the concept and will share it because it’s a powerful team tool.

The idea is that all teams have dysfunction, disagreements, mistakes, and more. And that’s ok, just don’t let others outside the team see it. Keep it within the team.

At Disney theme parks (I’m told), they have a concept of “in front of the curtain, and behind the curtain.”

The actors playing characters like Princess Ariel, Snow White, Mickey, and Goofy are trained to always play the part when they are “in front of the curtain.”

A kid kicks them in the shin, they smile and stay in character. A parent yells at them, they stay in character and don’t yell back. They always look good, act the part, and smile, when in front of the curtain.

On break, the actors go “behind the curtain.” They take off their wig, smoke a cigarette, and vent to co-workers about all the brats and obnoxious people…but that all stays behind the curtain.

Behind the curtain, they can complain about how it’s so hot in the Mickey suit, how working a double shift tries their patience with the brats, or how leadership doesn’t care if it’s a thousand degrees in the stupid costume.

Then, they put their wig and smile back on, get back into character, and head back out in front of the curtain.

There’s something here for leaders.

Tell your team it’s OK to be real when it’s just you, but if someone messes up, and you’re out “in front of the curtain,” don’t throw a team-mate under the bus. In front of the curtain, portray a cohesive team, and then, when you’re behind the curtain again, that’s the time to get into it and resolve your differences.