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Showing 'March 2020: Dealing with Customer Abuse'.
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Dealing with
Customer
Abuse
CSG March 2020 Presenter: Kenn Rogers, Safety Team Leader, The Reject Shop

Dealing with Customer Abuse

Presentation by: Kenn Rogers, Safety Team Leader, The Reject Shop

Presentation package now available (members only)

Customer abuse is a growing problem in the retail industry that can take a heavy toll on workers’ confidence and wellbeing. Of the Reject Shop’s 6,000 team members, a majority are part-time and 60% are under the age of 25. This means many are inexperienced and particularly vulnerable when faced with customer aggression.
Kenn Rogers, Safety Team Leader of the Reject Shop, outlined a new approach to the problem in a lunchtime presentation to Central Safety Group on 10 March. This included a trial program the variety discount retailer has been helping to pilot. Known as the Respect and Resilience program, it has proved a great success in reducing incidents at the stores where the trial was implemented.
Kenn spoke about how the program helps team members manage themselves and respond better to customer aggression, as well as how changes to a store environment can help influence customer behaviours.
Kenn also outlined an in-house program he has developed to make staff more aware and responsive to manual handling issues.

The presenter:

Kenn Rogers moved to a career in safety 16 years ago after working as a store manager with Dan Murphy’s. He joined the Reject Shop three years ago after working in safety roles with Dan Murphy’s, Myer and Woolworths.

 
 

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Challenging
Mainstream
OHS Views

CSG June 2025 event - Kevin Jones, Editor, SafetyAtWorkBlog


Challenging mainstream OHS views

Presented by: Kevin Jones, Editor, SafetyAtWorkBlog
Topic: Challenging mainstream OHS views


How: CSG Non Hybrid Lunchtime Presentation -via zoom only

Date: Tuesday 10 June 2025, noon
Non-Members welcome to attend

Challenging mainstream OHS views
We can always count on Kevin Jones to broaden our horizons via new books and publications on a range of topics. His presentation to Central Safety Group on Tuesday 10 June 2025 will be no exception.
Kevin's discussion will include publications that are not directly related to OHS, but provide valuable insights that can stimulate an OHS professional's thinking about their approach to OHS.
By challenging mainstream views on topics such as leadership, Kevin aims to inspire discussion and widen our knowledge of important topics.
Kevin's overview will include topics directly related to OHS as well, such as a recent study about employee well-being and mental health.
The presentation will be followed by a question and discussion session.

About the Speaker:

Kevin Jones is a consultant and advisor in a wide range of OHS projects.
He is internationally recognised for his commentary and analysis on safety-related matters in his popular award-winning SafetyAtWorkBlog (safetyatworkblog.com).
Kevin is a Life Member of Central Safety Group.

Date: Tuesday 10 June 2025
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 June 2025. 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 June.
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 June 2025.

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