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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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What makes a
Great OHS
Executive

CSG February 2026 event - Presenter Helen O'Keefe, Director, HOK Talent Solutions - What makes a great OHS executive


What makes a great OHS executive

Presented by: Helen O'Keefe, Director, HOK Talent Solutions
Topic: What makes a great OHS executive

How: CSG Lunchtime Presentation - via zoom or in person

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

What makes a great OHS executivet
What truly differentiates top candidates in today’s current employment climate? Expert in health & safety recruitment, Helen O’Keefe, will give a presentation on 10 February to Central Safety Group that delves deeply into the critical factors driving recruitment decisions for senior HSW roles.
Helen will begin by discussing in-demand skill-sets. She will provide a detailed breakdown of the technical expertise and strategic capabilities that employers are actively seeking. This goes beyond foundational HSW knowledge.
Helen will also explore essential behavioural competencies, including the soft skills and leadership traits that are predominantly requested when she is recruiting HSW executives reporting to CEOs or C-Suite leaders.
Helen will conclude with an overview of the state of the HSW market in 2025. She will identify the industries that experienced the most demand for HSW talent and those that slowed down, as well as the underlying economic or regulatory factors that drove this.
A popular annual speaker for Central Safety Group, Helen’s extensive experience in the field, specialised focus and deep network, make her insights highly valued by our audience.
The presentation will be followed by the 2025 AGM for Financial Members.

About the Speaker:

Helen O’Keefe is the founder of HOK Talent Solutions, which celebrated 10 years of dedicated service to the OHS community in 2025. Operating Australia-wide, Helen manages recruitment assignments across various sectors and her passion for the health and safety industry stems from her extensive experience in the field - from both a recruitment perspective and having worked alongside OHS peers in her earlier career.
Prior to establishing HOK Talent Solutions, Helen held the position of National Recruitment Manager at the Australian Red Cross and served as an HR Manager for the pharmaceutical company Glaxo-Smith-Kline (GSK).

Date: Tuesday 10 February 2026
Time: 12:00pm to 12:30pm
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 9 February 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 February.
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 February.

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

 

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