Training 24/7: Cashing in through online training

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Training 24/7: Cashing in through online training

By: Judith Hayes and Dayna Hinkel

In the fast paced 24/7 gaming environment, it can be difficult to keep up with the requisite requirements for staff development around compliance, health and safety, technical and leadership skills. Many gaming organizations are turning to online learning to meet these critical needs.

TOnline learning integrates multiple technologies into workplace teaching and learning practices and may include virtual classrooms, collaboration through online discussions and web conferencing. Online learning is not simply “online reading” but can closely replicate both the traditional classroom and our unique gaming organizations though the use of authentic material, realistic casino-specific scenarios, customized interactive activities and evaluation of learning through the use of quizzes/tests to ensure course objectives are met.

Meets Diverse Needs

Through the use of voice-overs, online learning can be designed to meet the needs of our diverse workforces, even those employees who are challenged by reading activities. Online learning can be delivered in a self-paced format to appeal to those employees wanting a more self-directed approach to learning, although many organizations prefer a blended approach which combines online activities supported by a facilitator but delivered within a traditional classroom setting.

Online learning within the Canadian casino industry is becoming more predominant as it provides a strategic benefit to organizations though 24/7 training accessibility, consistency of training information, a reduction in travel and time costs and just-in-time access which allows an organization to reach all employees simultaneously. Add the bonus of automatic and instantaneous scheduling, tracking and validation of learning through the utilization of a Learning Management System and you have an effective, efficient solution to meeting employee development needs.

In a Conference Board of Canada survey, 83 per cent of respondents said e-learning increased productivity, 82 per cent said it improved job performance and 98 per cent said it contributed to their personal development. Despite the initial costs involved in implementing new technologies, companies tended to see a rapid return on investment (ROI), according to the Conference Board report, E–Learning for the Workplace: Creating Canada's Lifelong Learners.

Reaping the Benefits of E-Learning

A quick snapshot across the country confirms that gaming organizations have been hard at work over the last number of years to cash in on the benefits of online learning. Ontario Lottery & Gaming indicated wide use of online learning for both optional (11 per cent learner adoption) and mandatory (99 per cent learner adoption) training needs. Casino Nova Scotia also indicated that online learning plays a significant role in employee development and SaskGaming indicated a high level of satisfaction when it comes to the use of a blended learning approach. SaskGaming recently introduced online learning as a major component of their new onboarding process.

For those gaming organizations just beginning the conversion to online learning, a brief look at how Manitoba Liquor & Lotteries (MBLL) has been able to utilize online learning might help support their efforts. |

Over the past 10 years, Manitoba Liquor & Lotteries has placed increasing reliance on the use of online learning in a variety of formats – online courses, webinars (external and internally developed), virtual training classrooms (a favourite of IT professionals) along with video tutorials. Programs are developed either by internal online developers supported by subject matter experts, or through outside e-learning consulting companies in an effort to meet the high demands from the gaming business units. Courses are in place for frontline staff and their supervisors to address compliance issues such as anti-money laundering, fire safety, WHIMIS and mandatory training needs such as anti-harassment and safety in the kitchen. These programs present a customized look and feel reflective of our industry and appeal to a wide range of employees. The programs are built on sound learning principles and include voice-over, authentic case studies/scenarios and a casino atmosphere. Final evaluation scores are set at an appropriate percentage to ensure employees truly learn the required skills.

Augments Classroom Training

Manitoba Liquor & Lotteries Dimensions in Leadership program, a four-level development program that provides a step-by-step approach to leadership development for acting supervisors, supervisors, managers and aspiring executive level staff, utilizes online learning to augment classroom training. Through a blended approach, participants develop their leadership competencies through online self-study then through the support of a coach within a classroom setting, discuss their new knowledge and application within our organization with their peers.

The organization has become increasingly reliant on online learning to support the implementation of new systems in areas such as finance, internal communications and human resources. Virtual training and webinars have been able to ensure a reduced learning curve as employees more quickly become proficient in using the new company software systems. Video tutorials delivered online support both occupationally specific development, such as slot training for newly acquired machines and management development for use of new human resources systems such as online performance management.

Webinar enrollment for senior leadership has played a role in reducing travel/time costs while ensuring exposure to new ideas in a timely fashion. Video conferencing also plays a significant role in consulting between vendors in distant locations and our in-house professionals on site.

Improve Interview Skills

Employees at MBLL interested in career development can work online independently to increase their skills through enrollment in the company’s online provider, Skillsoft, as well as internally developed online resume preparation and interview skills courses.

The Canadian Gaming Centre of Excellence’s Gaming Leadership Certificate Program in partnership with Athabasca University and University of Nevada, Reno Gaming Management Studies is Canada’s premier online leadership development program. This fully online accredited university certificate program supports leadership succession planning as it produces graduates capable of addressing the critical challenges of leading gaming organizations in these challenging times.

While the initial investment of online learning may appear costly, cashing in on the short-term and long-term benefits provide a strategic move for employee development.

If you would like to join the National Gaming Training Advisory Committee and share strategies from your casino property, please contact Canadian Gaming Centre of Excellence.

Judith Hayes is Director (Judith.hayes@mbll.ca) & Dayna Hinkel is Business Manager (dayna.hinkel@mbll.ca) at the Canadian Gaming Centre of Excellence, a subsidiary of Manitoba Liquor & Lotteries. For more information, please visit the Canadian Gaming Centre of Excellence at www.gamingcentreofexcellence.ca.

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