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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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Fatigue Management
in a High-risk
Environment

CSG November 2025 event - Presenter Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine - Fatigue management in a high-risk environment


Fatigue management in a high-risk environment

Presented by: Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine
Topic: Fatigue management in a high-risk environment

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 11 November 2025, noon
Non-Members welcome to attend

Fatigue management in a high-risk environment
Fatigue in the workplace can be a critical safety and psychosocial risk. However, some contributing factors are often overlooked, resulting in poor management of the issue.
At our final in-person presentation for 2025 on 11 November, Jane Skillen, OHS Advisor at Victorian Institute of Forensic Medicine, will provide an informative case study on managing fatigue for clinical forensic nurses in regional Victoria.
She will discuss the implications of being impaired by fatigue in such a high-risk work environment, and the importance of recognising both external and workplace factors that can contribute to it.
Her talk will outline strategies to identify fatigue-related concerns early, and what a timely intervention looks like. Come along in person to take advantage of Jane’s extensive experience in OHS and continue the discussion after the formal event is over.

About the Speaker:

Jane Skillen has over 20 years’ experience across the Victorian Public Service and specialised sectors including healthcare, education, corrections, and the arts.
She has been in her current role of OHS Advisor with the Victorian Institute of Forensic Medicine (VIFM) for two and a half years. VIFM provides the justice system with crucial evidence that underpins safe convictions and appropriate acquittals.
Her previous career includes providing expert OHS leadership to organisations such as Youth Justice, Corrections Victoria, the Department of Health & Human Services and Victoria Police.
Jane is a Financial Member of Central Safety Group.

Date: Tuesday 11 November 2025
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 November 2025. 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 November.
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 November.

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

 

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