📆 Tuesday 17 November 15.00 - 15.45 – Online
What do you do when a player conversation turns hostile, or when distress turns into a threat? And how can you protect both the player and your staff while still meeting your Duty of Care?
Join Alexander Tilly, licensed psychologist at Tesus, and Jakob Jonsson, licensed psychologist and researcher at Sustainable Interaction, in this webinar. It brings together expertise in threat and violence prevention with insight into gambling and gambling harm.
Conversations with players who are losing control of their gambling can be emotionally charged. Frustration, anger and despair are common, and sometimes they escalate into aggression, threats or statements of self-harm. In this session, we focus on how customer-facing staff can recognise the warning signs, de-escalate difficult situations and respond safely when distress turns into risk.
Some key seminar headlines:
How can you de-escalate aggression, hostility and threats before a conversation gets out of hand?
What signs suggest that distress is turning into a risk to the player or to others?
How should you respond to threats of self-harm, suicide or violence, while balancing care, boundaries and safety?
What support do staff need from their organisation before, during and after a difficult conversation?
Between Care and Crisis: Navigating Distress, Aggression and Risk in Player Conversations
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