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Showing 'April 2019: Staff Safety and Difficult Customer Interactions'.
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Managing
Customer
Behaviour
CSG April 2019 Presenter: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Staff Safety and Difficult Customer Interactions

Presentation by: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Presentation package now available (members only)

Many businesses have seen an upsurge in staff impacted by difficult customer interactions that may place them at risk of a physical or psycho-social illness. This has particularly been the case in the banking industry and is varied across customer contact, whether it is face-to-face or telephone interactions.
ANZ Bank has a strategy in place to keep their staff safe from this risk and this was presented by Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, at a lunchtime presentation to Central safety Group on 9 April, 2019.
The strategy looks at all aspects of staff safety – physical, psycho-social and most importantly the leadership culture shift required to enable this strategy to be successful. This strategy was developed using external consultancy expertise and research across other industries.

The presenter:

Kristen Richardson joined ANZ in mid-2014 and has been in her current role providing Business Partnering wellbeing and safety support across ANZ Australia Division for two years. Prior to that, she was Retail Wellbeing and Safety Business Partner at ANZ. She spent over seven years in senior HR roles with infrastructure company Golder Associates after being with Coles Supermarkets for 10 years as National HS Manager. Kristen started her career in nursing before studying OH&S at RMIT and doing further studies in change management.

 
 

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Sharing OHS
Knowledge
Across Sectors

CSG August 2026 event - 

Presenter: David Caple AM, David Caple & Associates


Sharing OHS knowledge across sectors

Presented by: David Caple AM, David Caple & Associates

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 11 August 2026, noon
Non-Members welcome to attend

Sharing OHS knowledge across sectors
What are some OHS initiatives that can be shared across the "legal supply chain", health sector and banking industry? This will be the subject of Central Safety Group's lunchtime presentation by David Caple AM on Tuesday 11 August.
David’s distinguished career has spanned the last 50 years as a researcher and consultant in multiple industry sectors. He sees his work as a privilege, and we are equally privileged to have him as our August speaker.
David has witnessed and contributed to the evolution of OHS through an ergonomics lens with wide-ranging applications. His experience shows that there are links between OHS issues across industry sectors that provide opportunities to learn and share initiatives.
In his presentation, David will focus on three sectors in particular:
1. The "legal supply chain" – police, courts, prisons, youth justice and legal support services.
2. The health sector – public and private, aged care and paramedics.
3. The banking industry – where design has evolved from a focus on robbery prevention to using 24/7 accessible cash-handling machines.
In these industry sectors, David’s role in ergonomics involved assessing work systems and developing OHS controls as part of multidisciplinary teams. Many of these have industry-level applications to address risks to staff and the community.
This presentation will provide an overview of the methodologies used and the key outcomes. Come along to gain invaluable insights and mine David’s enormous wealth of knowledge.

About the Speaker:

David Caple AM is a leading figure in occupational health and safety here and overseas. He has advised a wide range of businesses, industry groups and public sector organisations, and has worked with Australian and overseas governments on work health and safety strategy.
He has spent more than 40 years as an OHS consultant, and was an Adjunct Professor, Centre for Ergonomics & Human Factors, La Trobe University for 20 years. David was President of the International Ergonomics Association (IEA) 2006-2009, in which capacity he represented the profession in 23 countries, to governments, universities, researchers and practitioners.
David is a Financial Member of Central Safety Group.

Date: Tuesday 11 August 2026
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: Online via Zoom or in person - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 10 August 2026. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 10 August.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 10 August.

Don’t forget to put every second Tuesday from February to December in your Calendar!

 

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