How to Answer Difficult Questions
You might find yourself in a situation where a guest is asking you a question about a sensitive
topic or something you simply don’t know. It is always ok to say, “I don’t know, but I can find
out for you if you like!” Listed below are questions that can be of a sensitive nature. You are also welcome to call Volunteer Supervisors, Education staff, and/or Visitor Services staff on Radio Channel 2 if you need immediate/timely assistance with guest service or
answering a question.
Please feel free to let volunteer supervisors know if questions come up that could be difficult to answer that are not covered here.
The (Insert animal here) cage is so small!
Redirect the word “cage” to habitat in your answer. Talk about the individual animal and its needs. We try to offer choice in our spaces! We build our habitats with the needs of the particular species in mind. If they climb, an exhibit footprint may seem small, but look up and see how it has been propped to allow for accessing the entire space. Each exhibit has features designed for that species – try and see what you can identify about the habitat that might be specifically for that animal!
Those animals were fighting! What are you going to do about it?
Many social species use aggression to show dominance and have a clear hierarchy. We try and let them work it out as much as possible, but definitely monitor the situation closely. I will make sure that our Husbandry staff are notified so they can check this out.
The (insert animal here) looks injured.
Note: if there is a description sign already placed (like the sign by the salmon tank in Rivers Gallery) and tell the established story. If this is a new injury or if you (the volunteer) are unsure, contact animal husbandry on channel 3.
The (insert animal here) looks bored.
Most animals do not communicate via facial expressions like humans do, and those that do don’t necessarily use them for the same meanings (think chimp “smiling”). Sometimes that’s just how their face looks naturally. It’s difficult to tell what an animal might be feeling from just an expression. We like to use behavior as an indicator of well-being. Expressions of natural behaviors like sleeping or resting are indicators of comfort within their environment. The Maritime Aquarium at Norwalk has an excellent enrichment program that is designed to encourage natural behaviors of our animal collection. Aquarists will place different enrichment activities daily, like scents, bedding, toys, and even visual items like remote controlled cars and wind socks. The Aquarists also work on training with the animals to help them take an active part of their own husbandry and veterinary care!
Why is that animal pacing/swaying/licking?
Animals that occupy a particular space often sometimes just like that space, or like the texture of that post, or are moving to cool off. “She really seems to enjoy this shady area of the exhibit.” Aquarists are constantly monitoring our animals’ behaviors. When animals exhibit behaviors that concern us, we immediately take steps to address them. Some natural behaviors can be easily mistaken for stereotypic behaviors. When in doubt, contact the volunteer department and we will ensure the Husbandry staff is notified.
Do you withhold food from the seals to make them participate in the feeding and training sessions?
No. Our training sessions with our harbor seals are voluntary and they are allowed to choose whether or not they would like to participate. If a seal is unwilling to participate, that is okay! They may simply not be hungry at the time of the feeding. In the summer months, when seals go through the molting process, they eat less and may not participate in their training sessions as often.
Why is that animal alone? He looks lonely.
Many of our animals are solitary in the wild and having another individual in their habitat could cause stress or aggression. The Maritime Aquarium at Norwalk has excellent enrichment and training programs to help ensure the welfare and stimulation of our animals.
Please feel free to let volunteer supervisors know if questions come up that could be difficult to answer that are not covered here.
The (Insert animal here) cage is so small!
Redirect the word “cage” to habitat in your answer. Talk about the individual animal and its needs. We try to offer choice in our spaces! We build our habitats with the needs of the particular species in mind. If they climb, an exhibit footprint may seem small, but look up and see how it has been propped to allow for accessing the entire space. Each exhibit has features designed for that species – try and see what you can identify about the habitat that might be specifically for that animal!
Those animals were fighting! What are you going to do about it?
Many social species use aggression to show dominance and have a clear hierarchy. We try and let them work it out as much as possible, but definitely monitor the situation closely. I will make sure that our Husbandry staff are notified so they can check this out.
The (insert animal here) looks injured.
Note: if there is a description sign already placed (like the sign by the salmon tank in Rivers Gallery) and tell the established story. If this is a new injury or if you (the volunteer) are unsure, contact animal husbandry on channel 3.
The (insert animal here) looks bored.
Most animals do not communicate via facial expressions like humans do, and those that do don’t necessarily use them for the same meanings (think chimp “smiling”). Sometimes that’s just how their face looks naturally. It’s difficult to tell what an animal might be feeling from just an expression. We like to use behavior as an indicator of well-being. Expressions of natural behaviors like sleeping or resting are indicators of comfort within their environment. The Maritime Aquarium at Norwalk has an excellent enrichment program that is designed to encourage natural behaviors of our animal collection. Aquarists will place different enrichment activities daily, like scents, bedding, toys, and even visual items like remote controlled cars and wind socks. The Aquarists also work on training with the animals to help them take an active part of their own husbandry and veterinary care!
Why is that animal pacing/swaying/licking?
Animals that occupy a particular space often sometimes just like that space, or like the texture of that post, or are moving to cool off. “She really seems to enjoy this shady area of the exhibit.” Aquarists are constantly monitoring our animals’ behaviors. When animals exhibit behaviors that concern us, we immediately take steps to address them. Some natural behaviors can be easily mistaken for stereotypic behaviors. When in doubt, contact the volunteer department and we will ensure the Husbandry staff is notified.
Do you withhold food from the seals to make them participate in the feeding and training sessions?
No. Our training sessions with our harbor seals are voluntary and they are allowed to choose whether or not they would like to participate. If a seal is unwilling to participate, that is okay! They may simply not be hungry at the time of the feeding. In the summer months, when seals go through the molting process, they eat less and may not participate in their training sessions as often.
Why is that animal alone? He looks lonely.
Many of our animals are solitary in the wild and having another individual in their habitat could cause stress or aggression. The Maritime Aquarium at Norwalk has excellent enrichment and training programs to help ensure the welfare and stimulation of our animals.