Safer Gambling – Training for Customer Support Professionals

This course can be delivered to your organisation as part of our bespoke Corporate Training Solutions, at your own time and your own convenience. Contact us on kla@kpmg.com.mt or call us on +356 2563 6363 or on +356 9963 6363 for more information on how we can take care of your organisation’s training needs.

Course Overview:

This course will focus on the context of safer gambling and gambling related harm. It will also delve into the wide range of techniques and skills available to customer support professionals in the Gambling sector when interacting with customers. In addition, training will be provided on the use of Brief Intervention Techniques and generic communication skills that are relevant to the Gambling sector.

Course Outline:

Introductions
Safer gambling in a context
Overview of gambling related harm
Affordability in gambling
Regulatory requirements and how to enact them
Role and responsibility of the operator
Supporting your customers
Brief Intervention techniques (BIT)
Ambivalence and changing behaviour
Communication skills

Target Audience:

Customer support professionals (and others engaged in regular direct communication with customers) in the Gambling sector.

“This 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!”

– Attendee, Senior Legal and Compliance Officer
(January 2021 edition)

Learning Outcomes:

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

Pre-requisites:

The course attendees should be regularly engaged in direct communication with customers in the gambling sector.

Trainer:

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