At SG Global, we design and deliver tailored Safer Gambling and Responsible Gambling workshops that reflect the real challenges faced by today’s gambling and gaming industry.
Drawing on decades of industry, regulatory, and lived experience, we work closely with your teams to align our proven learning models with your internal policies, customer interaction frameworks, and operational realities. By listening to your specific needs, we create training that makes a measurable difference to your people and your customers.
Our workshops are highly interactive, engaging, and impact-driven. Each session combines sector-relevant lived experience, the latest research in gambling harm and customer behaviour, and practical team-based exercises. This approach brings safer gambling training to life, strengthens confidence, and supports earlier, more effective customer interactions.
We deliver a wide range of Safer Gambling and Customer Interaction workshops, including CPD Assured programmes, half-day and full-day formats, and scalable learning pathways across Foundation, Intermediate, and Advanced levels. All workshops can be adapted for different roles, seniority, and operational environments.
Below is a selection of our most recent Safer Gambling training workshops.
Interactive Safer Gambling Training Workshops
Gambling Harms Awareness
Effective Customer Interactions
Strengthening Customer Interactions
Advanced Customer Interactions
Communicating with Empathy
Responding to Crisis
SafeTALK
Evaluating Customer Interactions
Safer Gambling Training Workshop Detail
Gambling Harm Awareness Workshop
This training session equips your teams with the knowledge to identify the early markers of gambling harm, understand addiction, and recognise potential factors that can increase a customer’s vulnerability towards gambling harm. Participants learn how to identify potential harmful play, and to understand how harm can escalate, affecting finances, relationships, and overall wellbeing, using real-life stories to build empathy and urgency.
The CPD Assured programme explores how gambling can become compulsive, highlighting psychological and behavioural triggers, distorted thinking, and barriers to change. Staff also develop awareness of vulnerability indicators, such as bereavement, mental health issues, life changes, or unemployment, and learn how to tailor interactions accordingly. By combining lived experience with practical guidance, the session fosters compassionate, informed responses that support safer gambling and strengthen customer protection.
Recognise factors that can increase a customer vulnerability towards gambling harm.
Identify the early and escalating markers of harm.
Consider how gambling harm could impact your customers lives, causing barriers to effective interactions and support.
Describe how gambling can become an addiction.
Communicating with Empathy Workshop
Our ‘Communicating with Empathy’ interactive workshop has been designed to support your agents in reflecting inwards, considering any potential unconscious biases, or assumptions that they may have about a customer or their gambling activity. The workshop uses case studies combined with lived experience, to help promoting stronger and more empathic customer interactions.
This Safer Gambling Training workshop will help your teams to better understand the viewpoint of your customers, using Motivational Interviewing strategies to help build empathy and understanding, allowing for a stronger customer experience, and tailored support.
Understand how non-judgement and unconscious bias can influence interactions and decision-making, considering practical steps to mitigate them.
Recognise how assumptions can distort understanding and increase risk in conversations.
Recognise the impact of real-life stories in building empathy, understanding and awareness.
Interpret key statistics and insights on harm, recovery and positive outcomes.
Identify effective support programmes and resources that support safer gambling or successful abstinence.
Effective Customer Interactions Workshop
Our ‘Effective Customer Interactions in Practice’ workshop is an advanced level interaction workshop, that follows on perfectly from our ‘Communicating with Empathy’ workshop, enabling your teams to practice the essential soft skills necessary to engage in a warm, empathetic, and professional manner; recognising the sensitive and potentially challenging nature of some calls. This workshop will be designed around a series of hands-on activities, equipping your teams with the skills required to engage safely and effectively with your customers. It can be completed on its own or as a follow-on from ‘skills-based’ workshop ‘Communicating with Empathy’.
Our training workshops will have a clear focus on the regulatory requirements on interacting with customers. For UK teams, this will focus on ‘Identify, Act, and Evaluate’.
Apply active listening and empathy-based phraseology to build trust and clarity.
Demonstrate emotional intelligence skills to better interpret and respond to customer needs.
Recognise how past traumatic experiences can affect someone's behaviour and ability to trust.
Use clear, non-judgemental communication to support safer, more effective interactions.
Practice enhanced conversation skills, to help manage and de-escalate challenging conversations.
Advanced Customer Interactions Workshop
This training equips customer-facing teams with the skills needed to recognise and respond to gambling-related harm confidently and consistently. Participants learn to identify stages of harm, interpret behavioural indicators, and use the M.O.R.E.P.I.E.S model to structure empathetic, effective conversations.
Through scenario-based practice, they develop the ability to choose appropriate action levels and justify decisions using organisational policy and player data. The session also strengthens reflective skills, enabling staff to evaluate interaction quality and improve future practice. By the end, learners are better prepared to support customers, contribute to safer play, and uphold proactive, player-centred protections culture.
Recognise the stages of gambling-related harm and identify key behavioural, emotional, and financial indicators in real customer scenarios.
Apply the M.O.R.E.P.I.E.S model to conduct supportive, empathetic, and effective safer gambling interactions.
Determine appropriate action levels using organisational guidelines, customer data, and markers of harm to make proportionate, defensible decisions.
Evaluate the quality of customer interactions by identifying strengths, gaps, and opportunities for improvement, enhancing future practice and consistency.
Strengthening Customer Interactions Workshop
This is an interactive training workshop designed to equip gambling industry professionals with the skills and confidence to deliver effective, empathetic, and regulatory-compliant customer interactions. Participants explore questioning techniques, including open, closed, probing and funnelling questions, and practice active listening to build rapport and gather meaningful insights.
The session introduces Motivational Interviewing (MI) principles through practica exercises, helping staff guide conversations that support positive change without judgement, Learners apply the UK GC’s ‘Identify, Act, Evaluate’ model (or updated to market/regulator requirements), to assess risk, record outcomes, and escalate appropriately. Real-life case studies and action learning activities reinforce best practice in recognising harm and promoting safer gambling.
Use a variety of questioning techniques to explore customer wellbeing and gambling behaviour.
Apply motivational interviewing techniques to encourage behaviour change.
Assess the effectiveness of interactions in reducing future gambling harm.
Identify customer risk levels based on language, behaviour, and account activity, and escalate conversations appropriately based on risk and interaction outcomes.
Responding To Crisis Workshop
This training equips participants with the knowledge, awareness, and practical skills required to respond effectively to individuals experiencing suicidal ideation. It explores the progression of emotional distress and the pathways that can lead to crisis, helping participants recognise early warning signs and heightened risk.
Through a focus on emotional triggers and behavioural indicators, learners build confidence in maintaining calm, supportive, and non-judgemental interactions during crisis conversations. The training also provides clear guidance on appropriate next steps, including escalation, safeguarding responsibilities, and signposting to support. Overall, the programme strengthens professional competence, emotional resilience, and duty-of-care responses in high-risk situations.
Recognise the emotional and behavioural journey towards suicidal ideation.
Identify common emotional triggers and risk indicators.
Demonstrate calm, supportive, and effective communication during crisis interactions.
Determine appropriate next steps, including escalation, safeguarding, and signposting.
SafeTALK Workshop
We strongly believe in empowering and developing our workforce. This belief drives our approach to providing training that not only expands the knowledge of our learners but also equips them with essential life skills that can be applied effectively in their daily lives.
Notice and respond to situations where suicide thoughts may be present.
Recognise that invitations for help are often overlooked.
Move beyond the common tendency to miss, dismiss, and avoid suicide.
Apply the TALK steps: Tell, Ask, Listen, KeepSafe.
Know community resources and how to connect someone with thoughts of suicide to them for further suicide-safer help.
The SafeTALK suicide prevention programme empowers individuals to address the sensitive topic of suicide with greater confidence and openness. Whether it is in their interactions with customers, colleagues, or in their personal lives, this programme equips them with the tools and knowledge necessary to navigate this complex issue with resilience and support.
