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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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MSD Risks
- a New
Approach

CSG March 2026 event - Presenter Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University - MSD risks – a new approach


MSD risks – a new approach

Presented by: Professor Jodi Oakman, Head of the Centre for Ergonomics and Human Factors, La Trobe University

How: CSG Lunchtime Presentation - via zoom only

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

The APHIRM toolkit –a tool to manage MSDs and stress-related mental health
Musculoskeletal disorders (MSDs) account for more than 50% of workplace injuries and diseases, and are among the most expensive and prolonged work-related compensation claims. A pioneering approach to reducing MSDs and stress-related mental health has been developed by Professor Jodi Oakman and colleagues at La Trobe University.
Join us for an interactive Zoom session with Professor Oakman on 10 March exploring the APHIRM Toolkit. APHIRM stands for A Participative Hazard Identification and Risk Management and the free online toolkit guides workplaces through the process of identifying, assessing and controlling physical and psychosocial hazards (www.aphirm.org.au).
An evidence-based system, it addresses risks from both types of hazards that, Jodi says, offers a comprehensive approach for managing workplace MSDs. Significantly, it also involves the participation of workers.
The presentation will be followed by questions and a discussion session.

About the Speaker:

Jodi Oakman is a Professor and head of the Centre for Ergonomics and Human Factors at La Trobe University. Her background is a mix of industry and academia, across a range of industry sectors including health, manufacturing and logistics.
She joined the teaching staff of La Trobe University 20 years ago after working as a corporate ergonomist, initially with Ford, and then as a consultant. Her initial degree was in physiotherapy, followed by a Master’s degree in ergonomics, and a Doctorate on the influence of an organisation on employees' retirement intentions.
Her current research projects include developing a model of sustainable work to facilitate longer working lives, and using evidence to guide risk managements in organisations to reduce the risks of stress and MSDs.

Date: Tuesday 10 March 2026
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 March 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 March.
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 March.

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

 

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