As one of the most iconic and beloved brands in the world, Disney places great importance on maintaining a consistent customer experience across its theme parks, resorts, cruise ships, stores, and more. This includes training Disney employees, known as cast members, to provide exceptional guest service by following specific guidelines and procedures. Among these are restrictions on the language cast members can use while on the job, including three specific words Disney employees are prohibited from saying.
Summary
Disney cast members operate under extensive rules and regulations to ensure guests have a magical experience. Among these rules are bans on using three particular words: dead, kill, and death. These words are avoided to maintain a lighthearted atmosphere and not evoke disturbing or morbid thoughts. Exceptions may occur when citing films titles or narrating certain attractions like the Haunted Mansion. But in general, cast members must avoid these words and substitute more benign phrasing.
Why Does Disney Ban Certain Words?
Disney parks aim to be a fantasy-filled escape from reality where guests can have fun and experience magic. To preserve this atmosphere, Disney strives to avoid reminding guests of unpleasant realities like injury, death, and killing. This even extends to benign references to death or accidents. For example, cast members cannot say a ride is “broken down” and instead say it is “temporarily nonoperational.”
Banning certain words helps maintain an environment suitable for all guests, including young children. It also ensures a consistently upbeat, positive experience across Disney properties. Having cast members avoid words linked to death, violence, and sadness shapes the overall tone guests encounter during Disney vacations.
Preserving the Magic
Disney goes to great lengths to reinforce magical illusions and fantasies for guests. This ranges from designing theme parks to hide unsightly utilities to hiring and training cast members. Banning certain negative or upsetting words is an extension of these efforts. Disney determines words referencing death, killing, brokenness, and other ideas undermine the magical mood they want to sustain.
Cast members also adhere to policies about appropriate interactions with Disney characters. They cannot, for instance, discuss character deaths or anything ‘non-magical’ that would ruin the illusion for children. The three banned words are part of a larger strategy to help guests suspend reality and believe they have entered a magical kingdom.
Being Family-Friendly
Disney parks cater to children and families, so maintaining a kid-friendly environment is a priority. Children are often very literal in interpreting words and situations. Having cast members avoid talking about death and killing helps ensure conversations remain lighthearted, positive, and appropriate for young ears.
Disney also minimizes references to physical ailments, injuries, and accidents for this reason. A cast member, for example, cannot warn guests of tripping hazards but instead focuses on positive solutions like offering assistance. Similarly, ride breakdowns become “temporary closures.” This careful use of language filters out words families may find distressing or disturbing during a theme park outing.
Consistency Across Properties
Disney has multiple resorts, cruise ships, stores, and other properties worldwide. Banning unsettling language helps achieve consistency across all these guest experiences. Guests will never hear words like “death” while chatting with cast members, no matter which Disney location they visit.
This consistency also helps propel word of mouth and repeat business. When guests have a magical, family-friendly experience free from mentions of distressing concepts like death, they are more likely to become loyal Disney consumers and recommend Disney vacations to others.
The Three Banned Words
Dead
Cast members cannot describe anyone or anything as “dead” or being “dead.” This includes talking about people, animals, plants, toys, or anything else. Some alternatives include:
- “No longer with us”
- “Departed”
- “Inanimate”
Exceptions occasionally occur when referencing movie titles or characters. For example, cast members may mention “Dead Men Tell No Tales” when discussing the Pirates of the Caribbean ride. But in general, they must avoid this word.
Kill
Cast members cannot use any form of the word “kill.” This includes “killing,” “killed,” and other variations. Some alternatives include:
- “Defeat”
- “Get rid of”
- “Vanish”
Again, exceptions arise when referencing Disney movies, shows, or characters directly. Cast members may mention “killing the lights” when narrating a ride. But they generally substitute other words in day-to-day conversations with guests.
Death
“Death” or any variations such as “die,” “died,” “deadly” cannot be uttered. Some replacements include:
- “Departed”
- “Disappear”
- “Pass away”
One exception is narration on certain rides like the Haunted Mansion, which references death and spirits as part of the storytelling. But cast members otherwise avoid saying this word or anything with sinister connotations.
When are the Banned Words Allowed?
While Disney generally prohibits those three words, exceptions occur when:
- Directly and accurately quoting movie titles, songs, or characters. For example, a cast member may reference the “dead men” in Pirates of the Caribbean.
- Answering a direct question from a guest about the policy. Cast members may use the banned words when explaining their language rules.
- Delivering a factual response about historical information. If relevant, cast members can mention deaths at the park.
- Naming specific Disney villains or events. Exceptions can be made for particularly evil Disney characters whose names include banned words.
However, these exceptions are still limited. Cast members cannot use banned words in a gratuitous, excessive, or insensitive way even when an exception applies. Their goal remains maintaining a light atmosphere suitable for families and children.
Quoting Disney Films and Attractions
Cast members may matter-of-factly reference the banned words when directly naming or describing Disney creative content. For example, they can mention the deaths in Bambi or Snow White since they are discussing plot points relevant to guest questions. This exception allows accurate sharing of Disney stories without sugarcoating. However, the words cannot be overused or emphasized when quoting film titles or ride storylines.
Answering Guest Questions
If asked directly why words like “kill” or “dead” are disallowed, cast members can use them in limited responses. They aim to satisfy curiosity and provide transparency about rules. However, the banned words should be avoided as much as possible even in explanations to guests.
Historical Accuracy
When relevant to park history, cast members can factually reference deaths at Disneyland. For example, they may mention someone passed away on a ride in the context of sharing factual information about an incident from decades ago. This exception allows accurate historical discussion but is rarely used in the parks.
Villain Names
Cast members can reference villain names or evil plans that contain banned words. So they may talk about Maleficent wanting to kill Aurora in Sleeping Beauty. Villain dialogue containing banned words could also be quoted. But any use of banned words regarding villains or evil actions must be limited and not pervasive.
How Are Cast Members Trained on These Rules?
Disney extensively trains cast members to deliver exceptional guest experiences and properly represent the Disney brand. This includes enforcing language rules and the three banned words. Some training methods include:
- Orientation and handbooks clearly explaining language policies
- On-the-job coaching on appropriate word substitutes
- Roleplaying exercises with feedback on language use
- Observation by leaders to correct any lapses
- Reminders at team meetings about banned words
- Yearly refresher training on customer experience policies
By thoroughly training cast members in orientation and ongoing coaching, Disney maintains compliance with rules on language. Cast members memorize alternative phrases so banned words are automatically avoided in day-to-day guest interactions.
Orientation Guidance
From day one, Disney cast members learn about banned words in orientation. Handbooks outline language policies and acceptable alternatives. Leaders verbally review why certain words are prohibited and how to avoid them. This ensures cast members start their jobs understanding language expectations.
Ongoing Job Coaching
On-the-job coaching helps cast members apply their language training. Leaders provide feedback when they overhear banned words used improperly. They also brainstorm creative descriptions cast members can substitute. This ongoing guidance solidifies skills in avoiding unwanted vocabulary.
Roleplaying Practice
Cast members refine their language use through roleplaying exercises. Trainers provide sample guest interactions and conversations for practice sessions. The cast members roleplay substituting banned words with permitted ones until this becomes second nature. Roleplaying prepares cast members for real situations involving careful language use.
Leader Observations
Disney leaders regularly observe cast members engaging with guests. This allows them to listen for any improper use of banned words and then provide teaching moments. Having leaders monitor language use and share feedback helps ingrain company policies.
Team Meeting Reminders
During department and park-wide meetings, Disney reiterates the importance of avoiding inappropriate language. Leaders remind teams about banned words and acceptable alternatives. This keeps the rules top of mind for cast members.
Refresher Training
Cast members complete refresher training yearly on delivering Disney’s signature guest experiences. Reviewing banned words and language policies is part of this. Refresher training solidifies appropriate vocabulary skills.
What Happens When Cast Members Use Banned Words?
When cast members slip up and use prohibited words, the following consequences may occur:
- Verbal coaching and reminders from leaders
- Remedial language training
- Documentation in personnel files
- Blocking from guest-facing roles
- Dismissal for repeated or intentional violations
Disney takes compliance with language rules seriously. Cast members who struggle to adapt their vocabulary may be assigned to backstage roles until they improve. Guest experience impacts determine the severity of disciplinary action.
Verbal Feedback
If leaders overhear banned words used, they provide on-the-spot coaching and reminders about language policies. This feedback helps cast members self-correct minor mistakes instead of repeating them.
Remedial Training
Cast members who slip up may undergo remedial language training. This refreshed instruction aims to strengthen their skills at avoiding banned vocabulary. It serves as a learning opportunity, not punishment.
Documentation
Violations are documented in personnel files per Disney’s standard disciplinary system. This creates a record of any ongoing struggles substituting words. Documentation can support additional training or formal discipline if issues escalate.
Reassignment
For serious or repeat issues avoiding banned language, Disney may reassign cast members to non-guest-facing roles. This removes them from opportunities to negatively impact experiences until they improve skills.
Dismissal
When cast members intentionally use prohibited language or fail to improve after multiple interventions, dismissal may occur. This serves as a last resort for preserved brand integrity and guest experience.
The Bottom Line
Disney’s cast members operate under strict rules to maintain fantasy and fun for guests of all ages. Chief among these rules are bans on using the words “dead,” “kill,” and “death.” Exceptions occur when referring to movies or answering direct questions. But otherwise, cast members must substitute more positive phrasing.
By omitting these three words, Disney creates a lighthearted environment free from disturbing concepts. Families can enjoy their magical kingdom without reminders of mortality. This small but important language regulation preserves the Disney illusion that there are no problems in the “happiest place on earth.”