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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's New
in Ergonomics
–Here & Overseas

CSG September 2024 event - David Caple AM, David Caple & Associates, What's new in ergonomics – here and overseas


What's new in ergonomics – here and overseas

Presented by: David Caple AM, David Caple & Associates
Topic: What's new in ergonomics – here and overseas


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

Date: Tuesday 10 September 2024, noon
Non-Members welcome to attend

What's new in ergonomics – here and overseas
Our popular annual speaker David Caple, fresh back from the International Ergonomics Association Congress in Korea, will give an update to CSG on 10 September on emerging issues in ergonomics, followed by some interesting local case studies.
The first case study is about the risk of heavy paint cans to store staff and customers. This has resulted in changes to the industry, but there are further findings from an industry review related to lighter weight cans.
This will be followed by case studies related to reviews and solutions for occupational violence for frontline staff in public spaces.
David will also discuss a new publication he launched at the Congress, a resource for business leaders Giving your business the human factors edge… Making it Happen! David is a co-author alongside Karen Lange-Morales (Colombia) and Andrew S. Imada (USA).

About the Speakers:

Professor David Caple AM is a leading figure in occupational health and safety here and overseas. He is a Certified Professional Ergonomist (CPE) in Australia, UK, and USA.
He has advised a wide range of businesses, industry groups and public sector organisations and worked with Australian and overseas governments on work health and safety strategy. He was involved in the development of legislation relating to the prevention of MSD for the Australian government and led multiple industry-based MSD prevention projects.
David was the 16th President of the International Ergonomics Association (IEA) 2006-2009 and represented the IEA at conferences and meetings in 30 countries.
He has spent 40 years as an OHS consultant, and was Adjunct Professor, Centre for Ergonomics & Human Factors, La Trobe University for the last 20 years.

Date: Tuesday 10 September 2024
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 Monday 9 September
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 September 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 9 September.
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 September 2024.

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