Or receive additional or better training. I agree with the sentiment of
@PalmettoPath that sometimes people just have a bad moment or a bad day (even Disney employees).
I too had a horrific experience with a security CM at DS a little over e year ago. Entering through the boat dock security, they pulled my partner aside for additional screening (can't remember why). I rolled our two year old through the security screening as instructed, but he then became upset because he wa separated from his mother. So I waited on the other side of the check point still in view of my partner so our son could see her. he immediately calmed down, but a security CM came over and told me I could not stand there. I calmly explained that I was just waiting on my partner, pointed at her, and said my son felt better being able to see her. He again directed me behind a barrier where my son wouldn't be able to see his mother. I asked if we could wait for just a moment so the boy wouldn't become upset again. CM declared that I could not and it was against their procedures.
Incredulous, I asked what procedure? I was literally standing in an open space, not blocking any views, there was no security CM standing behind me, and I was not blocking anybody's egress from the check point. Apparently, my questioning him set the guy off. So he stepped up to me in an aggressive fashion, got a few inches from my face, and told me to move my ***! I was in shock. I am disabled, walk with an assistive device, was pushing an upset toddler in a stroller, and about a half foot shorter than the security CM. Why in the world he thought it was appropriate to threaten me physically was just shocking to me. So I moved behind the fence erected next to the check point and my son cried for a minute til his mother arrived. Once she was there, I walked back over to the CM to ask for his name so i could report him. He scoffed and told me his name.
Later that day, after I had calmed down a bit (I too was shaking after the experience) I reported the incident. But I also explained that I understand people have bad days and bad moments. Who knows if something had set him off right before I arrived. I encouraged the supervisor to seek additional training on de-escalation for this employee. I often don't complain because I don't want to be responsible for someone losing their job, especially if I don't know whether its a habitual problem or not. But situations like this one (where he threatened me physically).
I also try to look at it from this perspective: I would hate for Disney to ban me from the resort based on one bad moment from me! I know there have been a couple times where I upbraided a CM needlessly. One time sticks out in my mind because I felt so awful about it just minutes after I cursed out a CM after receiving some frustrating and non-sense instructions from a CM in the parks. Moments afterward I knew it was a stupid mistake and I have never done it again (or previously, actually). Either way, I think its useful to keep in mind that anyone can have a bad moment and we shouldn't judge anyone based on their worst moment. And considering how helpful and friendly most CMs are, its a good reminder to be thankful the resorts are staffed with so many helpful, friendly people
