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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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Climate
Change as
an OHS issue

CSG June 2026 event - 

Presenter: Sam Hall, Researcher & PhD Candidate, La Trobe University


Climate change as an OHS issue

Presented by: Sam Hall, Researcher & PhD Candidate, La Trobe University

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 9 June 2026, noon
Non-Members welcome to attend

Climate change as an OHS issue
The impact of climate change on worker health and safety, and the response by OHS professionals, will be discussed by Sam Hall in a lunchtime presentation to Central Safety Group on Tuesday 9 June.
Sam is doing PhD research into how climate change is creating new and emerging risks for worker health, safety and wellbeing. She is also exploring how occupational health professionals in Australia perceive these impacts of climate change, as well the role they can play in workplace climate adaptation.
Sam will present preliminary findings on the perceptions of climate-related risks at work. She will also discuss how workplaces may respond proactively to climate change as an OHS and work design issue.
The talk will be followed by audience questions and discussion.
Our members always appreciate hearing about new research, especially as it stimulates new thinking and inspires innovation in OHS management. Come along for your monthly dose of inspiration from CSG!

About the Speaker:

Sam Hall is a qualified physiotherapist and ergonomist with 20 years’ experience across occupational health and safety, rehabilitation, wellbeing, coaching, and education.
She is currently a graduate researcher completing a PhD at La Trobe University’s Climate Change Adaptation Lab, investigating the climate change impacts on health at work.
Sam holds a Bachelor of Physiotherapy and a Masters of Health Science (Ergonomics) from the University of Queensland, and a Masters of Health Science (OHS) from Queensland Institute of Technology.

Date: Tuesday 9 June 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 8 June 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 8 June.
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 8 June.

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

 

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