1. I
n the early 1990s, I began my gaming career within the Ho-
Chunk Nation tribal government in Black River Falls, Wis. The
opportunity was life changing. If a college degree could have been
issued for my years there, it would have been in communication.
The first step was being open. I was open to learning about dif-
ferent cultures — the Native American culture taught me many les-
sons. I embraced being uncomfortable when an elder corrected my
communication and my understanding of their culture. Adapting
to learning different ways of communication began when I worked
for Ho-Chunk Nation. Knowing my audience is how I not only
succeeded, but also thrived working within tribal governments,
corporate casinos and gaming technology companies for the past 22
years of my gaming career.
Tribal gaming and corporate gaming have similar challenges
when it comes to bridging diverse cultures and languages. A great
deal of diversity exists among applicants seeking employment and
entering the workforce across the United States. English is not al-
ways the first language for a large section of the gaming workforce,
whether they be in New York, Nevada, California, or wherever
gaming is legal.
During my gaming career, I have created and provided training
programs, presented technology sales presentations and articu-
lated complex software support issues on behalf of my clients to
internal project management and development teams. While all
have commonalities, I have had to very quickly assess and adjust
my approach to each individual with whom I communicate. Did
I hear what they were communicating to me correctly? For them
to learn, and for me to understand and communicate their needs.
I had meet them at their level of understanding, based upon their
culture and language preference.
Knowing your audience
Creating training programs in gaming for different cultures
Debra Chase
Vice President - Business Development-Gaming Solutions
775-741-0999 • dchase@oncourselearning.com • OnCourseLearning.com
By Debra Chase
Here are some tips trainers can use
to evaluate their existing human
resource applicant process and training
programs based upon different learning
styles, generational traits and cultures:
1. Begin with an assessment of the
current human resource application, on
boarding and property-wide training
programs. You can be that change
agent in someone’s life to impact their
experience with your brand in a positive
changing way.
2. Adopt a baseline employee/student
assessment document and seek new ways
to improve employee retention. What do
employees already know? How do they
learn best? What are their career goals?
How can you help them reach their
goals?
3. Adapt your approach to
communicating by acknowledging
individual learning styles, generational
traits, culture and language
characteristics. That involves creating
diverse and engaging learning programs
based upon the employee/student’s
individual assessment results, and
recognizing that a one-size-fits-all
approach doesn’t work. Trainers should
consider using learning management
solutions to create engaging learning
opportunities.
4. Know the topics about which you
are writing and providing instruction.
Use industry experts for subject matter
expertise as needed. When a team
member attends an outside conference,
workshop or training program, use the
materials brought back to maximize the
course content. However, be mindful
of copyright laws, as some vendors are
not willing to have their instruction
reproduced.
Tribal gaming and corporate gaming
have similar challenges when it comes
to bridging cultures and languages.

2. Debra Chase
Vice President - Business Development-Gaming Solutions
775-741-0999 • dchase@oncourselearning.com • OnCourseLearning.com
The application process, pre-employment skills testing, new
hire and ongoing job training programs we create and mandate
are essential for casinos to get job applicants. Follow-up training
is important to retaining those employees. How a test is compre-
hended will determine if the individual will become certified,
continue employment with the organization and achieve upward
mobility. The goal is to decrease employee turnover rates and
focus on employee retention and growth.
The anxiety students feel when undertaking a training pro-
gram and having to pass a test is real. So how can we as course
designers, presenters and trainers of information adapt our
approach and bridge communication to lessen the anxiety for
failure and create a more positive and intuitive approach for our
training programs? By knowing who our audience is, which
means each individual in our audience.
Whether it be a cage cashier, surveillance agent, compliance
officer or vice president, I use varied communication and train-
ing styles to connect with each employee. I draw upon my past
experiences and interactions with fellow colleagues to provide
useful tips.
Here are some tips I use when
communicating with others on a
potentially complex and diverse
subject matter:
1. Adapt to your audience.
Create a training program that
allows for different levels of
experiences, understanding of
the course content and technical
knowledge.
2. Establish clear expectations
of training for students. Lay
the foundation of what is being
taught, how it will be taught,
and how long the training
program will be.
3. Be organized and
prepared. The employees are
required to take the training so
they have your attention, but
you must keep their attention
by delivering a memorable
interaction.
4. Don’t always be the
smartest person in the
room. A know-it-all attitude
can come across as arrogant.
5. Create an atmosphere of
trust and openness. Knowledge
sharing in a room of team
members is powerful and builds
relationships.
6. Remember not everyone
is technical. Adapt your
training program to lessen the
use of acronyms or unnecessary
technical terminology, and
don’t assume everyone in your
audience knows how to use the
latest technology or mobile
devices.
Tailoring training programs to meet the unique cultural and
generational needs and diverse backgrounds of employees in the
gaming workforce can help improve employee learning and re-
tention, maximize productivity and ensure organizational goals
are being met.
I use varied communication and training
styles to connect with each employee.
I draw upon my past experiences and
interactions with fellow colleagues to
provide useful tips.
Debra Chase is vice president of business
development-gaming solutions for OnCourse
Learning. She has worked in the gaming
industry for more than 22 years with a focus on
compliance, regulatory training, customer service
and sales. She can be reached at (775) 741-0999
or by email at dchase@oncourselearning.com.