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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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MSD Risks
- a New
Approach

CSG March 2026 event - Presenter Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University - MSD risks – a new approach


MSD risks – a new approach

Presented by: Professor Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University

How: CSG Lunchtime Presentation - via zoom only

Date: Tuesday 10 March 2026, noon
Non-Members welcome to attend

The APHIRM toolkit –a tool to manage MSDs and stress-related mental health
Musculoskeletal disorders (MSDs) account for more than 50% of workplace injuries and diseases, and are among the most expensive and prolonged work-related compensation claims. A pioneering approach to reducing MSDs and stress-related mental health has been developed by Professor Jodi Oakman and colleagues at La Trobe University.
Join us for an interactive Zoom session with Professor Oakman on 10 March exploring the APHIRM Toolkit. APHIRM stands for A Participative Hazard Identification and Risk Management and the free online toolkit guides workplaces through the process of identifying, assessing and controlling physical and psychosocial hazards (www.aphirm.org.au).
An evidence-based system, it addresses risks from both types of hazards that, Jodi says, offers a comprehensive approach for managing workplace MSDs. Significantly, it also involves the participation of workers.
The presentation will be followed by questions and a discussion session.

About the Speaker:

Jodi Oakman is a Professor and head of the Centre for Ergonomics and Human Factors at La Trobe University. Her background is a mix of industry and academia, across a range of industry sectors including health, manufacturing and logistics.
She joined the teaching staff of La Trobe University 20 years ago after working as a corporate ergonomist, initially with Ford, and then as a consultant. Her initial degree was in physiotherapy, followed by a Master’s degree in ergonomics, and a Doctorate on the influence of an organisation on employees' retirement intentions.
Her current research projects include developing a model of sustainable work to facilitate longer working lives, and using evidence to guide risk managements in organisations to reduce the risks of stress and MSDs.

Date: Tuesday 10 March 2026
Time: 12:00pm to 1:00pm
How: Online via Zoom only - 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 9 March 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 9 March.
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 9 March.

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

 

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