NIGA Trade Show Presentation — Improve Casino Customer Service Training By Reordering Learning

“3 Ways to Make Learning Stick,” Human Resources Track,  Wednesday, April 1, at  2 p.m. at NIGA Trade Show 2015

Come to our NIGA Trade Show 2015 presentation and see how the learning process involved in casino customer service training can be rearranged to save time, save money and improve retention.  We will show how this works with a demonstration of our Orientation 2.0.  That’s right, this process — which we call PRE Learning — can even be used for employee orientation.  It can be used in many areas of casino operations when training and learning are needed.

Watch the video on this page or click here.  We hope to see you at the San Diego Convention Center!


Think for a moment what it was like when you were in school.  You came to class and teachers lectured.  They spent the entire time telling you everything they thought you needed to know about the subject.  At the end of these long, tedious and often boring lectures, teachers assigned tasks and homework to be completed before the next class.

That is the same model that most training blindly follows today.  Facilitators start with a long lecture and then ask people to break into groups and do projects or activities.

Researchers at M.I.T. and Harvard University are finding that the order of lecture, homework, activity and repeat is not a good way to facilitate learning.  They are discovering that there is a better way — actually, a better order for learning — and we will share that with you.

Remember, our presentation — “3 Ways to Make Learning Stick” — will be held at 2 p.m. on Wednesday, April 1.


Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

Lydia Baird


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