By Martin R. Baird

More and more casinos are faced with the challenges of training employees who have limited English skills, but it can be done with a positive outcome.

“The good news is that training is effective for all casino employees regardless of their native language, as long as it is properly done,” says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry.  “The trick for management is knowing how to do it.”

Baird offers the following seven tips on how to effectively train employees whose native language is not English.

Number 1 – Use accelerated learning no matter what language is spoken during training.  Accelerated learning makes learning fun and increases retention of the information, Baird says, noting that training should motivate people, not put them to sleep.

Number 2 – Make the training fun.  It’s easier than you think to make learning fun, Baird says.  Simply decide what you want the participants to learn and then mix in the fun factor, he notes.

Number 3 – Don’t simply conduct your current training in a different language because the words won’t match up.  “Revise the workbook as well as the presentation to fit the new audience’s needs,” Baird says.  “Look at your PowerPoint slide show.  Does it fit the new audience?  Do the graphics work?  Do the cartoons still make sense?”

Number 4 – Those who conduct the training in a language other than English must have the same high level of skills as any other trainer.  “People attending this training are as important as any of your other employees and they deserve the same memorable experience,” Baird says.

Number 5 – Review the lessons learned because no matter what language a group of employees speaks, they are the same as everyone else when it comes to forgetting.  “Provide review sessions so your employees are reminded of the important points of the training,” Baird says.  “This also is a great opportunity to learn about their frustrations.”

Number 6 – Reward employees for a job well done.  “Everyone wants their work to be appreciated but the level of appreciation can be reduced when there’s a language barrier,” Baird notes.  “Have a reward system in place to recognize employees for using what they learned in training.”

Number 7 – Make a long-term commitment.  Management must understand that bilingual training is not a one-time quick fix.  The needs of bilingual employees will not end any time soon, Baird says. 

 “Bilingual training is a must in the casino industry,” Baird says.  “The labor pool has a lot of people who speak languages other than English.  Develop a system so your employees get the training they need to do a great job and provide stellar guest service.”

Robinson & Associates, Inc., is a guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for casinos.  Baird has a Web site, www.casinocustomerservice.com, that’s devoted to helping casinos improve their guest service so they can compete and increase revenues.  Robinson & Associates may be reached at 480-991-6420.  Baird may be reached by  e-mail at mbaird@casinocustomerservice.com.  Robinson & Associates is an associate member of the National Indian Gaming Association.