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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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A Visual
Approach
to Inductions

CSG April 2024 event - Troy Winn, WHS Manager, Simonds Group - A visual approach to inductions


A visual approach to inductions

Presented by: Troy Winn, WHS Manager, Simonds Group
Event: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 9 April 2024, noon
Non-Members welcome to attend

A visual approach to inductions
How do you move safety induction online yet keep it alive? Troy Winn will talk about how he met that challenge in a presentation on Tuesday, 9 April.
Troy, who is WHS Manager for the Simonds Group, recently completed a Masters in Ergonomics, Safety and Health at La Trobe University in Melbourne. His presentation is based on research he did in the Advanced Practice Stream as part of his postgraduate degree.
Working in the construction industry, Troy and his safety team were often investing several hours a week delivering safety inductions to site supervisors before they commenced a job. A high turnover of people and projects on sites made this a demanding commitment.
Troy will talk about a project to move this training online, where his role was to produce videos. He will outline the thinking and planning behind it, as well as the particular role of videos in making the induction more engaging and effective.
His presentation will include some of his safety induction videos, along with discussion about the various ideas, steps and lessons that went into making them.

About the Speaker:

Troy Winn has been WHS Manager for the Simonds Group since 2022. Prior to that he held national safety management roles in a number of construction companies.
He spent several years as State OHS Advisor for the Housing Industry Association.
Troy has also worked in the mental health, allied health, child care and aged care sectors. His experience includes roles in safety, wellbeing, workers compensation and risk management with organisations including Mind Australia, Blue Cross Aged Care and EACH healthcare services.
Troy completed his Masters in Ergonomics, Safety and Health at La Trobe University in October 2023.

Date: Tuesday 9 April 2024
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne
How: In person or online via Zoom -the link will be sent out on the afternoon of Monday 8 April
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 April 2024. 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 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 8 April 2024.

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