Responsible Gambling – Training for Customer Support Professionals

Overview

Starting with a brief introduction to responsible gambling, this in-depth course will then delve into the wide range of techniques and skills available to customer support professionals when interacting with customers. In addition, training will be provided on the use of Brief Intervention Techniques.

Course Outline

– Introductions
– Supporting your customers
– Brief Intervention Techniques (BIT)
– Ambivalence and changing behaviour
– Communication skills
– Exercises and role play

Pre-requisites

The course attendee should be regularly engaged in direct communication with customers.

Learning Outcomes

The in-depth course offers a wide range of techniques and skills to be used in interactions with customers. Improvement of communication skills and the the development and training of Brief Intervention Techniques.

Target Audience

Customer support professionals (and others engaged in regular direct communication with customers)

Tutor

Malcolm Bruce, Director, Gambling Integrity

Malcolm Bruce is Founder and Director of ‘Gambling Integrity’ and has extensive international experience advising and training on Responsible Gambling and consumer protection with governments, regulators and companies. His previous gambling related roles have included Director of Corporate Responsibility for Betfair and Chief Executive of the Responsibility in Gambling Trust (before it became known as GambleAware). He also runs a consultancy in Organisational Ethics and Leadership. Besides he is involved in G4 training and accreditation / certification projects

Testimonials

Ms. Gabriela Baloi, Senior Legal and Compliance Officer at Multilotto

“The Responsible Gaming course has been professionally and efficiently organised and very entertaining to participate in. Highly impressed by the expertise and training style of the tutor, Mr. Malcolm Bruce, particularly the way he made the sessions highly interactive by initiating a lot of knowledge sharing and role playing between participants. Overall very educative, fun and sensitizing, and, as a Compliance officer, it has definitely helped me to support our RG officers better.

Looking forward to the next one!”

Course Features

  • Guided Learning 7.5 hours
  • Language English
  • Assessments Not Applicable
Malcolm Bruce

Gambling Integrity Director

Malcolm Bruce is Founder and Director of ‘Gambling Integrity’ and has extensive international experience advising and training on Responsible Gambling and consumer protection with governments, regulators and companies. His previous gambling related roles have included Director of Corporate Responsibility for Betfair and Chief Executive of the Responsibility in Gambling Trust (before it became known as GambleAware). He also runs a consultancy in Organisational Ethics and Leadership. Besides he is involved in G4 training and accreditation / certification projects