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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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Super-
Charging
Safety

CSG April 2025 event - Catherine Itman, Safety Specialist, Safety and Property Risk team, Industry Super Property Trust (ISPT)


Super-charging safety

Presented by: Catherine Itman, Safety Specialist, Safety and Property Risk team, Industry Super Property Trust (ISPT)
Topic: Super-charging safety


How: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 8 April 2025, noon
Non-Members welcome to attend

Super-charging safety
Business imperatives and safety outcomes are not always compatible, but Catherine Itman will be offering a good-news story to Central Safety Group at the April lunchtime presentation.
As a safety specialist in the Safety and Property Risk team at Industry Super Property Trust (ISPT), Catherine will talk about how ISPT maintains a ‘do no harm’ investment and operating philosophy, with HSE principles integrated into all business activity.
Catherine will describe how the Safety and Property Risk team embraces opportunities to strengthen safety leadership across business functions, within a fast-paced business environment. By leading data-informed decision-making, understanding and translating business drivers into safety outcomes, and supporting change as early adopters, the team has established itself as a critical business function with respected and sought-after expertise.
Established in 1994 by some of Australia’s leading superannuation funds, ISPT has grown a national property portfolio worth over $20 billion. Catherine will explain their ‘active client’ business model, where the ISPT Safety and Property Risk team works closely with internal stakeholders and external partners to set standards and influence safety performance.

About the Speaker:

Catherine Itman has 15 years' experience in aged care and disability services and 20 years in the tertiary sector across scientific support services, research and academia.
Since November 2022, she has been working as a safety specialist with Industry Super Property Trust (ISPT). Drawing on her training as a scientist and years of teaching, she champions data-informed decisions and continual improvement.
Recognising the importance of personal growth and sharing expertise, Catherine has served on the AIHS Victorian Branch Committee as well as the Board of Governance of a community services organisation. She is currently a Community Representative with a medical college.
Catherine holds degrees from both the University of Melbourne & Monash University.

Date: Tuesday 8 April 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: In person or online via Zoom - 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 7 April 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 7 April.
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 7 April 2025.

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