Conversations That Count: Supporting Players Through Motivational Interviewing and Gambling Literacy

By Amy Gabrila, Director of Player Health, The Massachusetts Council on Gaming and Health

Published November 18, 2025

You do not need to be a clinician to make a difference in a player’s experience. Often, the most powerful impact comes from a simple, genuine conversation with a player, guided by the principles of motivational interviewing and gambling literacy.

Motivational interviewing (MI) is a conversational approach grounded in empathy and personal autonomy. The MI method recognizes that lasting change happens when individuals discover their own reasons for considering revising their behaviors or beliefs, not when they are told to. The goal is not to correct or give advice, but to spark self-reflection, promote personal autonomy, and encourage players to consider what healthy play looks like for them.

Players also sometimes experience “mind tricks,” or cognitive distortions, about luck, chance, or control that can influence their play. When staff notice these common gambling misconceptions, they can build gambling literacy by helping explain how games work.

When used together, MI and gambling literacy can help players feel heard rather than judged. Instead of giving advice, the focus shifts to self-reflection, creating a comfortable, respectful space where players can think critically about their play and make informed, healthier choices. In this article, I will share some practical tips I have learned for having meaningful, MI-informed conversations with players and supporting your staff to do the same.

Putting Motivational Interviewing Into Practice

What does MI look like in practice? It starts with asking open-ended questions, expressing empathy, and supporting personal autonomy:

• Ask open-ended questions: “What do you enjoy most about playing?” Questions like these invite dialogue and reveal what motivates the player, opening the door to supportive reflection.

• Express empathy: “I understand that it can be exciting to hope for a big win and disappointing when it doesn’t happen.” Statements like this validate feelings and show understanding, reducing defensiveness.

• Support personal autonomy: “It is your choice what games you play and what you are comfortable spending. Can you share what helps you make those decisions?”  Emphasizing personal autonomy reminds players that they are in control, while gently prompting them to reflect on their choices.

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Here is an example of a dialogue between a player and a staff member that demonstrates the principles of MI. This brief exchange demonstrates how an employee can acknowledge the player’s feelings, explore motivations, and invite self-reflection, all without giving advice or sounding critical:

Player: “I’ve been spending a little more lately. I am just trying to chase that big win.”

Staff: “It sounds like you’ve noticed your spending has gone up. What do you think makes that ‘big win’ feel so motivating?”

Player: “I guess it’s the idea that one good ticket could change everything.”

Staff: “That makes sense. It’s exciting to imagine that moment. How do you usually decide when it’s time to stop playing?”

Even well-intentioned conversations can backfire if players sense judgment or feel they are being directed. The goal is to empower players, not to manage their behavior. Keep these guidelines in mind:

• Do not lecture or shame.

• Gently offer resources if asked, do not force them.

• Stay within your role as staff. Do not offer counseling.

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Promoting Gambling Literacy

Players sometimes experience cognitive distortions, or “thinking traps,” holding false beliefs about luck, chance, or control that can affect how they play. Some of these include the gambler’s fallacy, the illusion of control, and chasing losses. The best way to tackle cognitive distortions is by explaining to players how games actually work. Here are some common gambling-related cognitive distortions, along with supportive and empathetic ways that staff can respond when they come up in conversation with players:

• Gambler’s Fallacy: The false belief that past random events influence the likelihood of future random events happening. (Streaks or patterns in games of chance.)
  

Player: “This ticket has been cold. It is due to hit soon.”

Staff: “It can feel that way. While the odds do not change, it’s understandable to hope you are closer to a win.”

• Illusion of Control: The mistaken belief that a player can influence the outcomes of games of chance.
  

Player: “I buy five of the same ticket every time. I am more likely to win because the odds say that one in four should win.”

Staff: “It makes sense to think that way. It seems like buying more of the same ticket would increase your odds of winning even though they stay the same.”

• Chasing Losses: The attempt to “win back” money that has already been lost, typically driven by frustration or anxiety.

Player: “I just need to win back what I lost.”

Staff: “It can be stressful to lose money. Our instincts tell us to try to get it back. Can you share a time when trying to win your money back didn’t work out and how that made you feel?”

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Training and Supporting Your Staff

To feel confident and consistent, staff benefit from practice and ongoing support. The following tips can help staff develop motivational interviewing skills and confidently promote gambling literacy when engaging with players:

• Role-play scenarios to help rehearse real conversations with players.

• Provide talking point cards that staff can use for quick reference during player interactions.

• Offer team debriefs to share experiences and refine techniques.

• Ensure clear referral pathways for staff to connect players showing signs of gambling-related harm with appropriate resources.

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Every Conversation Counts

Conversations with players are a cornerstone of responsible gambling (RG) practices. They serve as a bridge between prevention and support, helping staff identify early signs of risky play before harm occurs. When approached with empathy, curiosity, respect, and a focus on player autonomy, these conversations can spark valuable moments of self-reflection.

Players who pause and think about their play, and the reasons why they play, are more likely to set personal limits, use available RG tools, and make choices that keep their play fun and sustainable. By combining motivational interviewing techniques with gambling literacy, staff demonstrate that the lottery prioritizes the player experience, not just the play itself.