Control Fan Behavior with Culture Keepers

by Dave Jacobson

One of the most important roles in a Positive Coaching environment is the “Culture Keeper.” In the 1,000-plus live group workshops, Positive Coaching Alliance presents each year to schools and youth sports organizations nationwide, “culture” is defined simply as “the way we do things here.” So, your culture keepers maintain the way you do things there!

For example, your organization’s leaders may decide, “The way we do things here (in our rink) is to have skaters bow or curtsy to officials.” Or, “The way we do things here, hockey teams shake hands with each other after games.”

But it is not enough for organizational leaders or coaches to simply proclaim a culture. You need “culture keepers,” whose job, in part, may require reminding others of appropriate fan behavior at your rink.

Each rink is different, so the role of culture keeper will develop and manifest uniquely. Essentially, though, culture keepers cultivate and reinforce the desired behavioral norms in an organization, and, when necessary, they work to correct outlying behavior.

In an ideal skating community, everyone would be a culture keeper in his or her own way, because that would indicate an extreme level of mental and emotional “buy-in” to your organization’s adoption of a Positive Coaching culture. Initially, your organization may need to designate a few individuals to help the notion of “culture keeper” take root and to establish culture-keeper practices that meet your organizational needs. Those first few designated culture keepers must be respected and trusted by others in your organization.

Understanding that culture keepers will show themselves differently in each organization, here are some ideas for practically implementing the culture keeper role in your organization.

Culture keepers can scan the stands, looking for positive acts to praise and encourage while also watching for less desirable behavior that may need to be corrected. The praise part of that equation is important, because if culture keepers can positively reinforce the desired behavior, especially within earshot of others, then that behavior more likely will become the cultural norm.

Culture keeper is not an easy job. It is not for the faint of heart, especially if your organization is transitioning away from a “win-at-all-cost” approach. Those within your organization who prefer old ways may obstruct the establishment and maintenance of a Positive Coaching culture, and your culture keepers must face those obstructions courageously, diplomatically and persistently.

In most cases, however, culture keepers just gently remind spectators that they are there for the competitors’ benefit. Often, the mere appearance of those known as culture keepers reminds other parents and fans to maintain decorum.

It will help culture keepers to have signs, cards or stickers to hand out to spectators, reminding them to “Honor the Game.”

Some culture keepers even hand out lollipops to give spectators something better to do with their mouths than speak ill of players, coaches or officials.

Even when everyone knows what is expected of them, emotions can get out of control, and intervention becomes necessary. Here’s how culture keepers can proceed.

Step 1: Handouts

Hand the offending party a card or sticker. You need not say anything yet. It’s just a low-key reminder of “the way we do things here.”

Step 2: Questioning

If the handout doesn’t do the job, a statement, such as “You seem pretty upset,” will often get them talking to you rather than venting inappropriately at officials.

Step 3: Assertive Statement

Absent an appropriate response to your first steps, explicitly say something like, “That’s not the way we do things here.” By the time you have reached this stage, stand back to avoid invading the fan’s personal space, to ensure the matter does not escalate and to keep yourself from harm in case the person gets even more upset. If tension escalates, simply withdraw and go to Step 4 (below).

Step 4: Official Warnings

Contact rink officials or leaders for help. If necessary, have the competition stop action until they arrive to help resolve the issue. That may mean warning coaches or other fans to manage behavior or risk penalties.

Step 5: Physical Removal

In the event that physical removal becomes warranted, ask the objectionable fan to leave. Even if an escort becomes necessary, make sure the fan leaves. People watch to see how organizations deal with misbehavior and will improve their own behavior when they see that the organization means business.

These steps will help your culture keepers keep the Positive Coaching culture you want!

David Jacobson is the senior marketing communications and content manager for Positive Coaching Alliance.