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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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Designing
Good
Work

CSG November 2026 event - Presenter: Dr Kat Page, Leadership Partner, ByMany - Designing Good Work


Designing Good Work

Presented by: Dr Kat Page, Leadership Partner, ByMany
Date: Tuesday 10 November 2026, 12 noon
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne
How: CSG Hybrid Lunchtime Presentation -via zoom or in person
Non-Members welcome to attend.

Designing good work


What if work wasn’t the problem but the solution to wellbeing? That is the premise of the fascinating book 'Good Work – Transform Your Work from the Inside Out', released earlier this year by organisational psychologist and leadership partner Dr Kat Page.

Central Safety Group offers you the opportunity to hear from Kat at our monthly event on Tuesday 10 November, where she will challenge the idea that work is inherently harmful.
Drawing on science, stories, and practical tools, Kat's book shows how leaders and teams can design work that’s both human and high-performing. This is based on a new framework for change: Me, We, Us.

Me – How do I redesign my own relationship with work so it fuels rather than depletes me?
We – How do we create teams that energise and protect each other?
Us – How do we build organisations and societies where good work is the norm, not the exception?

​Good Work is both a guide and a call to collective action. It’s written for leaders, change-makers, and anyone ready to change work for good – for themselves and for others.
Kat's book has been highly recommended by CSG members, including Kevin Jones. Don't miss your chance to meet Kat and join what is bound to be a very stimulating discussion.

About the speaker:
Good Work is both a guide and a call to collective action. It’s written for leaders, change-makers, and anyone ready to change work for good – for themselves and for others.
Kat's book has been highly recommended by CSG members, including Kevin Jones. Don't miss your chance to meet Kat and join what is bound to be a very stimulating discussion.

Date: Tuesday 10 November 2026 2026
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.
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 November 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 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


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

 

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