MGM China strengthens frontline staff through responsible gaming training initiative
Course enhances support capabilities for those affected by gambling-related issues.
Key points:
– MGM expands responsible gaming education for frontline management
– Training focuses on behavioural awareness, referral skills and empathy techniques
– Practical application supported by newly released public guidance materials
MGM has reinforced its commitment to responsible gaming with the rollout of the “MGM Responsible Gaming Employee Care Program”, launched in April as part of the company’s broader corporate social responsibility efforts. The initiative is aimed at enhancing team members’ knowledge and practical skills in recognising and supporting individuals facing gambling-related difficulties.
As part of the programme, a specialised training session titled “Supporting Individuals Affected by Gambling Issues” was recently delivered in collaboration with the Macao Gaming Industry Employees Home. The course was led by Pak Kin Pong, Director of the Integrated Services Centre, and targeted frontline management and the responsible gaming team.
Participants were guided through a combination of behavioural psychology, crisis response protocols and referral pathways. A core part of the training was built around the principles of a new public guide, which highlights four key approaches for effective engagement: listening without judgement, observing with empathy, speaking with patience and responding with acceptance.
In addition to classroom training, the programme features ongoing initiatives such as pop-up roadshows, online quiz games and advanced knowledge workshops.
Good to know: The training is part of MGM’s wider strategy to embed responsible gaming principles into daily operations and service culture, aligning with Macau’s goals for a healthy and sustainable gaming industry
These activities aim to create interactive and informative experiences for employees while deepening their capacity to manage responsible gaming scenarios on the ground.
MGM has pledged to continue expanding its cross-sector partnerships and educational efforts to promote a safe and inclusive gaming environment in Macau.
The operator says these initiatives reflect its values of professionalism, community care and long-term industry development.
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