What if the secret to better visitor services wasn’t in a training manual, but on a comedy stage?
At the Destinations International Visitor Services Summit, we brought laughter to the learning with an unexpected but powerfully practical workshop: "Yes, And… How Improv Comedy Teaches Us to Serve Visitors Better." This 45-minute session, facilitated by Learn Tourism the nonprofit academy, proved that even in tourism training, laughter can be a gateway to more profound empathy, sharper communication, and stronger community connections.
In a world where visitors often show up stressed, rushed, or confused, the ability to respond with empathy and creativity is a superpower. Improv training hones exactly that. At its core is the golden rule of “Yes, and…”—a communication approach that emphasizes acceptance, validation, and forward motion.
This technique isn’t about comedy for comedy’s sake. It’s about building trust, creating memorable experiences, and handling challenges with grace. And, yes, it’s fun.
According to Harvard Business Review, teams that practice psychological safety and additive collaboration (the essence of improv) are more productive, resilient, and innovative. Why shouldn’t the same be true at your visitor center welcome desk?
Participants in our summit session didn’t just hear about improv—they lived it.
We opened with two role-played versions of a visitor interaction. One shut down a conversation. The other, powered by “Yes, and…”, opened doors:
👎 Visitor: “I was hoping to see the cherry blossoms, but I think I’m too late.”
Bad reply: “No, they’re done. You missed them.”
👍 Better: “Yes, they peaked last week, and right now the azaleas are stunning—would you like a garden walking map?”Yes And Improv Workshop…
From there, tables tackled scenarios like:
“Is there anything to do here if it rains all day?”
“Why should we stop here instead of driving to [big city]?”
“We read some bad reviews online…”
In a relay-style, each person built on the last response with a “Yes, and…” approach, resulting in positive, informative, and often hilarious conversations.
Three main takeaways resonated deeply:
Empathy is Additive: By validating visitor emotions and building on them, we move from transaction to connection.
Local Pride is Contagious: Sharing personal favorites or hidden gems (with enthusiasm!) makes experiences unforgettable.
Even Challenges Are Opportunities: A rainy day or bad review doesn’t have to be the end—it can be the start of a better story.
As one participant shared, “This workshop reminded me how much power we have to shape a visitor’s impression—not just with facts, but with how we make them feel.”
Want to bring “Yes, and…” to your destination? Here’s your challenge:
✅ Next time you get a visitor question, start your answer with “Yes, and…”
✅ Redirect disappointment with authenticity, not avoidance.
✅ Encourage your team to role-play real-world scenarios weekly or monthly.
The result? A stronger culture of service, happier visitors, and a more confident, creative team.
Because let’s face it—if frontline staff can think on their feet like improv comedians, your destination will shine even when the spotlight’s unexpected.
About Learn Tourism the nonprofit academy...
Learn Tourism is a 501c3 nonprofit organization dedicated to advancing the tourism industry through innovative educational practices and professional development initiatives. Our mission is to harness the power of science, business psychology, and adult education to build sustainable economies and enrich the tourism landscape.