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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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Recent
Research
Results

CSG November 2023 event - Dr Marilyn Hubner, Manager, OHS Body of Knowledge - Recent research results


Recent research results

Presented by: Dr Marilyn Hubner, Manager, OHS Body of Knowledge
Event: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 14 November 2023, noon
Non-Members welcome to attend

Recent research results
Recent research results in OHS and their relevance in the workplace Some recent research findings in OHS and their relevance in the workplace will be discussed by Dr Marilyn Hubner in a presentation to Central Safety Group on Tuesday, 14 November.
Marilyn is Manager of OHS Body of Knowledge (OHS BoK) with the Australian Institute of Health & Safety (AIHS), which publishes collective knowledge that should be shared by generalist OHS professionals.
A leading professional in safety education and training, Marilyn promotes the importance of safety professionals being engaged in evidence-based research and applying it in their workplace programs.
Her talk will be followed by questions and discussion.
Note: OHS BoK has recently released Chapter 39.1: The OHS professional as a ‘critical consumer’ of research

About the Speaker:

Dr Marilyn Hubner has been developing and delivering safety training programs for over 20 years, and was appointed OHS Body of Knowledge Manager with the AIHS in January 2023.
Marilyn’s background includes Managing Director of Buildup Research, and eight years as National Research and Training Support Co-ordinator for the National Safety Council of Australia (NSCA). She has also been an Awards Judge with NSCA for the past 11 years.
Marilyn’s PhD thesis, completed in 2016 from Victoria University, is titled Constructing Safety Training: Foundations of Attitudes and Perceptions of the Construction Site Supervisor.

Date: Tuesday 14 November 2023
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne (Important: Current building works mean you need to enter the building from Little Collins Street. It is well signposted.)
How: In person or online via Zoom -the link will be sent out on the afternoon of Monday 13 November
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 13 November 2023. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $80.]
*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 13 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 13 November 2023.

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