ECHOCAST (European Cultural Heritage Organizations Customer Awareness Staff Training) is a training program and training resources developed as a result of an international project (2003–2006) organised with the participation of cultural institutions and universities from several European countries.
10 institutions participated in the project: Lancaster University Department of Continuing Education (leader); Historic Royal Palaces Agency, Hampton Court; Historic Scotland; Schloss Schönbrunn Kultur- und Betriebsges GmbH; Staatliche Museen zu Berlin Preussischer Kulturbesitz; Associazione Civita; PIN Servizi Didattici e Scientifici per l'Universita di Firenze; Castle Museum in Malbork; International Cultural Centre in Krakow.
The ECHOCAST Polska programme was created to update the ECHOCAST materials and to ensure high-quality training thanks to systematic work on materials, teaching and supervision of trainers and certification.
ECHOCAST is a resource of training materials designed to improve the professional qualifications of employees who have direct contact with visitors.
Since 2014, the Museum of King Jan III's Palace in Wilanów has been updating, modifying and developing these materials with the consent of the Polish partners of the project: the Castle Museum in Malbork and the International Cultural Centre in Krakow, as well as Schloss Schönbrunn Kultur- und Betriebsgesellschaft mbH, to which belongs the name ECHOCAST, reserved as Community Trade Mark. The Museum of King Jan III's Palace in Wilanów also conducts training courses, organizes exams and issues certificates.
ECHOCAST training modules: https://www.wilanow-palac.pl/echocast.html
Excellent customer service for cultural institutions
The training emphasizes the role of the first contact staff and the importance of the highest quality of service, strengthens attitudes that respond to the needs and expectations of visitors and allows you to practice effective communication. The module was updated in 2021 and its refreshed content combines the material with the previous module Introduction to Excellent Customer Service.
Different needs of visitors
The training develops knowledge about the needs of various groups of visitors and the possibilities of responding to their expectations (e.g. seniors, children, visitors with disabilities, people from different cultures, celebrities, journalists).
Solving difficult situations
Specialist training, based on the analysis of conflicts, allows you to recognize their mechanisms, develops the ability to react in difficult situations, and allows you to practice effective and adequate behaviours in a given situation.
Engaging the audience
The creation of the module was preceded by a study diagnosing educational needs and the solutions used to prepare for conducting educational activities and organising tours around the museum. Good practices in the organization of educational activities in selected Polish museums were also recognized. The module prepares museum employees for practical steps to engage the public in active visits to cultural institutions.
Angelika Madura (e-mail: email@example.com, phone: 12 42 42 860) is a certified ECHOCAST Polska trainer at the International Cultural Centre. The list of other trainers is available here: https://www.wilanow-palac.pl/certyfikowani_trenerzy_echocast_polska.html