David Bird. Interweaving Culture into Responsible Gaming Session 2A Presented at the New Horizons in Responsible Gambling Conference in Vancouver, January 27-29, 2014

3. Mr. David Bird
Interweaving Culture into Responsible Gaming

4. Interweaving Culture
into Responsible Gaming
David Bird
Manager of Responsible Gaming and Social Responsibility
Saskatchewan Indian Gaming Authority

5. How many
Responsible
Gaming
Specialists does
it take to
change a light
bulb?

6. Presentation Outline
Introduction
Final Thoughts
SIGA Responsible
Gaming Strategy
Methodology

7. “Rezponsible Gaming”

8. How big of a role does culture
or ethnicity play
in Responsible Gaming?

9. Have a look around the room?

10. Consider the Gaming Floor

11. SIGA
Responsible Gaming
Strategy
Play Responsibly

12. SIGA Guiding Principles
Tâpwêwin - Speaking the truth
Pimâcihowin -Way of Life
Miyo-wîcêhtowin - Good relations
Miskâsowin - Sense of belonging
Wîtaskêwin - Living together

13. SIGA Mission Statement
SIGA will strengthen the lives of First Nations
people through employment, economic growth, positive
community relations, and financial self reliance.
This will be done through the operation of distinctive
First Nations gaming destination resorts that
reflect the traditional aspects of our First Nations
culture and hospitality.

14. Basic RG Messages

15. SIGA Responsible Gaming Strategy
Play Responsibly

16. Four Main Responsible Gaming Messages
Play Responsibly

17. Responsible Gaming Items

18. What Patrons Need to Know
Play Responsibly

19. Responsible Gaming
Training

20. Patron Interactions
Play Responsibly

21. 4 Types of Patron Interactions
Daily Operations
Greeting at the door
Player card requests
Normal game play
Jackpots
Patron Requests
How does this game work
Where do I find.…
How do I get…
Concerned Other
Spouse, Friend, Staff
Family Member
Community member
Another Patron
Red Flag Behaviour
Complaints
Negative comments
Exceeding Limits
Emotional Outbursts
Physical Outbursts

22. Patron Interaction Process
Play Responsibly

23. Patron Interaction Process
Follow Up
Check in
Maintain the relationship
Resolve
Solve the issue
Keep in mind not all issues can
be resolved in one conversation
Assess
What is the issue
Know the player/patron
Research
Engage
Have a plan/be prepared
Formulate first response
Roll with the conversation

28. Other RG Resources

29. Myths and Misconceptions
Play Responsibly

30. Myths and Misconceptions
Due to Win
Gamblers fallacy
“So close” – Near Misses
Overestimating chances
“Play until it pays”
Cognitive Distortions
Conspiracy theory
(Government or casino fix)
Illusion of Control
Selective Memory
Personification of device
Mysterious Forces
Luck
Superstition
Ritual
Sixth sense
Dreams
Patterns
Systems
Beating the odds
Favourite machines
Playing at specific times/days

31. Why Do People Gamble?
Play Responsibly

32. Why Do People Gamble
Conditioning
Gambling Culture
Traditions
Exposed to it daily
Faulty cognition
Resources
Money
Casino/VLT/Lottery kiosk
Computer
Desire
Want to win
For entertainment
Support worthy causes
Ability
Know the game
Access to the game
Allowed to participate

33. Causes of Problem Gambling
Play Responsibly

34. Causes of Problem Gambling
Psychological Factors
Escape
Mood Alteration
Stress
Sociological Factors
Culture
Environment
Access to games
Societal Norms
Spiritual Factors
Beliefs
Willpower
Holistic/Balance
Ceremony
Biological Factors
Brain Chemistry
Neurological

35. What Are We Assessing
Play Responsibly

36. What Are We Assessing
Patrons
Player Card data
Behaviour
Interactions
Staff
RG Training
Messages staff share
Interactions
Referrals
Gaming Enviroment
Floor Plan
Location
Hours of operation
Marketing
CMS and Security data
Games
Slots and Tables
Rules and regulations
Messages
Game features

37. Responsible Gaming Skills
Play Responsibly

38. Responsible Gaming Skills
Knowledge
Casino Operations
Gaming Floor culture
RG and PG resources
Motivational Interviewing
Stages of change
Interpersonal
Communication
Teacher
Listening
Patience
Self Care
Debriefing
Personality
Attitude
Training
Stress Management
Player Analysis
Assessing Behaviour
Assessing situations
Knowing Player

39. Player Analysis
Other Patrons
How patrons react and
interact with one another
Staff
How patrons react and
interact with staff
Gaming Environment
How patrons react and
interact within the venue
Games
How patrons react and
interact with games

40. Methodology for Interweaving
First Nation Culture into
Responsible Gaming
Play Responsibly

41. Oral Tradition

42. Primary Concepts in First Nation Culture
The Spirit
The Circle
Harmony and Balance
Respect
“All My Relations” – Interconnectedness
Earth Connection
Path of Life Continuum
Language

44. Nêhiyaw
Newo – Four
Ayaw - Body

45. Final Thoughts

46. What it is not?
Simply placing symbols and pictures on RG material
Simply translating RG info into another language
Making sure “z” is in all “Rezponsible Gaming” material
Reinventing the Responsible Gaming wheel
A process for teaching First Nation culture

47. Where on the circle are you?
Respect for the culture/customs of your area
Understand the distinction between culture, customs, and
spirituality
Allowing freedom to express, research, develop, make mistakes
Allowing cultural expression to be a natural part of the
operation
Creates a sense of inclusion

48. Thank You

49. Session Evaluation

50. 1. The information presented was useful to me
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

51. 2. The information presented was clear and organized
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

52. 3. I would recommend this session to a friend/colleague
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

53. 4. I learned something new
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

54. 5. The presenter(s) was/were engaging
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

55. 6. Please rate this session overall
a.
b.
c.
d.
e.
Very good
Good
Average
Poor
Very poor