National Adult Literacy Database

Series: Essential Skills for the Gaming Industry

Authors: Canadian Gaming Centre of Excellence, Judith Hayes, Dayna Hinkel

Collection: Learning Materials

This workbook is part of a series developed during a two-year project initiated by the Canadian Gaming Centre of Excellence (CGCE), a subsidiary of Manitoba Lotteries.

The first section focuses on general Oral Communication skills, including communicating with professionalism; listening effectively; using non-verbal communication; speaking with clarity; responding effectively in difficult situations; and contributing to meetings.

The second section contains practice exercises organized by specific gaming and casino job families. For instance, the section on customer service and administration contains exercises for building rapport with guests; responding to requests; and dealing with patrons who are angry.

The seven workbooks in the series are available for download at this address: http://www.gamingcentreofexcellence.ca/essentialskills/downloadableresources.cfm.

Added: 2012-02-21

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