Train your team to conduct proactive outreach calls

train your team to perform duty of care calls

We offer live or live online training for customer-facing staff on conducting proactive outreach calls. Participants will learn how to communicate effectively with players who exhibit signs of risky gambling behaviour.

The training will provide participants with in-depth knowledge about problem gambling, teach conversational techniques, and guide them in applying these skills in both simulated and real-life situations.

Course overview

Session 1 is of general character, whereas session 2 and 3 are adapted to suit your needs and wishes.

There is no requirement for previous experience or training in conversational techniques to attend the course.

    • What is problem gambling and why do we gamble?

    • What Responsible Gambling tools are at our disposal, and what are their effects?

    • What is a proactive outreach call?

    • Who is the target audience?

    • The basics of Motivational Interviewing (MI).

    • Deepening of proactive outreach calls

    • Preparatory role-play

    • In practice: reaching out to real customers.

    • Follow-up on home assignments

    • Discussion of special cases

    • Measurement and follow-up on results

Meet Dr. Jakob Jonsson

Jakob has worked as a therapist and lecturer as well as conducting research on disordered gambling since 1995. He holds a PhD and has had several scientific articles published.

Jakob Jonsson is a certified psychologist, possesses an exhaustive knowledge in the field of Responsible Gambling and is highly regarded in the RG community both in Sweden and internationally.

Jakob has more than twenty five years of experience working with Responsible Gambling, including training programs, investigations, policies, research and communications strategies.