Responsible Gaming
Listening to prevent: Heart2Heart Ticino and Italian-speaking Grisons alongside Casinò Lugano in continuous training 21.09.2026
A project dedicated to listening, communication and managing the most sensitive situations in the context of Responsible Gambling
Listening is a skill that requires preparation, experience and continuous development. It becomes even more important in professional contexts where employees may find themselves speaking with people who are going through a difficult time or showing signs of distress.
This awareness gave rise to the collaboration between Heart2Heart Ticino and Italian-speaking Grisons and Casinò Lugano, developed through a continuous training programme aimed at employees who interact with players through the Swiss4Win online casino.
The initiative is a concrete example of how the expertise developed by Heart2Heart Ticino and Italian-speaking Grisons in the field of listening can also be transferred within organisations, helping to strengthen the preparation of people who are called upon to manage sensitive conversations and potentially complex situations.
The need: going beyond procedures
In the gambling sector, player protection is based on regulations, monitoring tools, internal procedures and prevention measures. These elements are essential, but they must also be accompanied by appropriate interpersonal skills.
Customer Service employees and the team dedicated to Responsible Gambling may in fact represent one of the first points of contact for a person who is experiencing difficulty.
Distress is not always expressed explicitly; knowing how to listen means understanding what is being communicated without judging, maintaining the appropriate professional distance and guiding the person towards the most appropriate support tools or services.
The 143 response
Thanks to its experience in supportive relationships, 143 has developed a training programme for employees of Swiss4Win, the Swiss online casino of Casinò Lugano.
The training addresses the key aspects of listening and communication in the most sensitive situations, providing participants with tools that can be applied concretely during interactions with players.
The main topics explored include:
- active and non-judgmental listening;
- recognising possible signs of distress and the player’s emotional state;
- managing emotionally complex conversations;
- formulating open and respectful questions;
- the importance of silence and respecting the person’s pace;
- distinguishing between listening, support and specialist intervention;
- guiding people towards appropriate services and resources;
- managing the emotional impact of conversations on the employee.
The aim is not to turn participants into therapists or counsellors, but to help them develop greater sensitivity, awareness and confidence in managing dialogue.
Training built around real situations
One of the most important elements of the programme is the connection between the principles of listening and the situations employees may encounter in their daily work.
The training is therefore not limited to presenting theoretical concepts, but includes opportunities for discussion, simulations of real cases and reflection on the most appropriate ways of dealing with different people and contexts.
Through these sessions, participants can observe how even small elements of communication – a word, the tone used, a question phrased differently or the ability not to interrupt – can affect the quality of the relationship.
Heart2Heart Ticino and Italian-speaking Grisons provides not only knowledge and methodologies, but a genuine culture of listening: an approach based on respect for the person, the absence of judgement and the ability to recognise the limits of one’s own role.
The value of continuity
The ability to manage complex communication cannot be acquired through a single meeting. For this reason, regular sessions are organised to allow employees to consolidate what they have learned, discuss new situations and reflect on experiences encountered during their professional activities.
A model of collaboration with the local community
The project demonstrates how the expertise available within local social organisations can also generate value through collaborations with companies and institutions. In this way, Casinò Lugano can strengthen the preparation of its employees with communication and interpersonal skills.
The voices of those involved
Gaia Carnelli, Head of Social Concept for Swiss4Win at Casinò Lugano
«In the context of Responsible Gambling, procedures and prevention tools are fundamental, but the way in which we relate to people is equally important. The collaboration with 143 allows us to offer our employees qualified training in listening, communication and the management of the most sensitive situations. It is a programme that helps make our intervention more aware, respectful and attentive to the needs of each individual player.»
Paolo Sanvido, Director of Casinò Lugano
«Social responsibility must translate into concrete and continuous initiatives. Investing in the training of our people means strengthening skills and improving the quality of our work. Heart2Heart is, for us, a competent partner deeply rooted in the local community, capable of making a valuable contribution not only from a training perspective, but also on a human level.»
Stefano Silini, Site Manager of Heart2Heart Ticino and Italian-speaking Grisons
«Heart2Heart is an organisation based on the commitment of volunteers who receive professional training to respond to the needs of those who contact us in a moment of need. Not only is it a pleasure to be able to make our experience available to support the employees of Casinò Lugano’s Responsible Gambling service in preparing to face the different situations that may arise, but this exchange of experiences is also profoundly enriching for our trainers and, consequently, for our volunteers, helping them to better understand the needs surrounding this field.»
Marina Sala, trainer at Heart2Heart Ticino and Italian-speaking Grisons
«Through training in active listening, Heart2Heart aims to provide the employees of Casinò Lugano’s Responsible Gambling service with useful tools to recognise and sensitively respond to situations of possible vulnerability.
For Heart2Heart, the person is always at the centre, with their own story and their own difficulties.
Being able to share our experience and contribute to greater awareness and attention towards players in difficulty represents a valuable opportunity for collaboration and mutual growth for us.»
Listening as a form of prevention
The collaboration between Heart2Heart Ticino and Italian-speaking Grisons and Casinò Lugano confirms that prevention also depends on the quality of relationships.
A well-prepared employee can more easily recognise a conversation that requires particular attention, manage it with greater awareness and direct the person towards the most suitable resources.
At the same time, the training also helps protect those who listen, providing tools to deal with the emotional impact of more complex situations and to maintain the right balance between availability, responsibility and professional boundaries.
The project will continue through further training and discussion sessions, with the aim of consolidating the skills acquired over time and keeping the dialogue between the social and business worlds alive.
Further information
To learn more about the measures, tools and resources made available to players, you can consult the section dedicated to Swiss4Win Responsible Gambling.
To learn about the organisation’s activities, listening services and ways to support it, you can visit the website 143.ch/it.