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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.

 
 

Next Event

 

Fatigue Management
in a High-risk
Environment

CSG November 2025 event - Presenter Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine - Fatigue management in a high-risk environment


Fatigue management in a high-risk environment

Presented by: Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine
Topic: Fatigue management in a high-risk environment

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 11 November 2025, noon
Non-Members welcome to attend

Fatigue management in a high-risk environment
Fatigue in the workplace can be a critical safety and psychosocial risk. However, some contributing factors are often overlooked, resulting in poor management of the issue.
At our final in-person presentation for 2025 on 11 November, Jane Skillen, OHS Advisor at Victorian Institute of Forensic Medicine, will provide an informative case study on managing fatigue for clinical forensic nurses in regional Victoria.
She will discuss the implications of being impaired by fatigue in such a high-risk work environment, and the importance of recognising both external and workplace factors that can contribute to it.
Her talk will outline strategies to identify fatigue-related concerns early, and what a timely intervention looks like. Come along in person to take advantage of Jane’s extensive experience in OHS and continue the discussion after the formal event is over.

About the Speaker:

Jane Skillen has over 20 years’ experience across the Victorian Public Service and specialised sectors including healthcare, education, corrections, and the arts.
She has been in her current role of OHS Advisor with the Victorian Institute of Forensic Medicine (VIFM) for two and a half years. VIFM provides the justice system with crucial evidence that underpins safe convictions and appropriate acquittals.
Her previous career includes providing expert OHS leadership to organisations such as Youth Justice, Corrections Victoria, the Department of Health & Human Services and Victoria Police.
Jane is a Financial Member of Central Safety Group.

Date: Tuesday 11 November 2025
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: Online via Zoom or in person - 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 10 November 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 10 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 10 November.

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

 

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