The workbooks are organized into two separate parts to be as flexible and user-friendly as possible for facilitators/coaches and learners; Foundations and Job Families. A Facilitator’s Guide is also included at the front of the workbooks.

Workbooks are viewable on this website in both E-Zine flip page format and PDF format for download. The workbooks, or any part thereof, may be used free of charge and permission is granted to reproduce, in full or in part, for personal or educational use only. Commercial copying or selling is prohibited.

Foundations

This is a review of the general, underlying Essential Skill outlined by the workbook that is required by most Gaming occupations. Each Foundation section is organized by topics. Each topic will include teaching tips, and introduction, and exercises (with answers) for specific skills.

The skills are arranged in a “Tell Me, Show Me. Let Me Try”. This format presents the skills, gives an example and then allows the learner to practice.

Special Features for Facilitators
The Foundation section also includes two special features to help facilitators/coaches guide and assist their learners.

1. Something to Consider - These notes appear throughout the manual. The Something to Consider feature presents suggestions for applyingconcepts in the workplace. These notes also provide additional ideas that can help you and learners think about the concepts from different perspectives.
2. Teaching Tips - These tips are found at the beginning of most Foundations sections. They suggest techniques for teaching the material and additional information to help you understand concepts you may be unfamiliar with. If you are a new facilitator or new to teaching Oral Communication, you may find these tips especially useful.

Job Families

The Job Family sections contain practice questions organized according to specific Gaming/Casino job families. For example, learners who need to develop skills for “dealing with angry guests” specific to Table Games will find relevant Oral Communication problems in the “Casino Table Games” section. Assign the Job Family sections according to the learner’s type of job.

If a learner has trouble performing the tasks in their Job Family section, they may need to review the Oral Communication skills for that task found in the Foundations section.

Each Job Family section includes an introduction and specific tasks for the learner to work on. The tasks provide exercises (with answers) for the learner to practice the skills needed for completing this task. These exercises are organized into levels of difficulty from Level 1 (easiest) to Level 3 (hardest). In many cases, Level 3 activities will mostly apply to Supervisors, but not always.

Facilitator’s Guide

The Facilitator’s Guide includes tips and tools to assist facilitators/coaches to organize themselves for training. This includes planning, training strategies, improving your skills, using resources and estimating training time. Also included are quick reference sheets that provide tips and techniques that can be applied to your sessions to enhance the overall learning experience.

Note:

If you are planning on sending entire manuals for professional printing for your organization, please contact the Canadian Gaming Centre of Excellence for print-ready format.