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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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OHS
and Social
Sustainability

CSG August 2022 Zoom event - Presenter: Phil Lovelock, Senior Health, Safety and Wellbeing Consultant and Policy Advisor, Victorian Chamber of Commerce and Industry


Return to work - research findings

Presented by Presented by Phil Lovelock, Senior Health, Safety and Wellbeing Consultant and Policy Advisor, Victorian Chamber of Commerce and Industry

Tuesday 9 August 2022, noon
CSG Zoom Lunchtime Presentation
Non-Members welcome to attend

OHS and Social Sustainability
As the concept of social sustainability becomes more important, businesses and organisations are treating people more as an asset to be valued and looked after.
How can OHS practitioners support their businesses in building and maintaining social sustainability? Phil Lovelock has some answers when he presents a model for doing this in a CSG lunchtime Zoom talk on 9th August.
He will outline a 5-point action plan with elements that reflect the growth and maturity of OHS as a profession. It will cover people, workplace environment, systems, the organisation and external stakeholders.
It is a new, broader approach to the OHS role that will be useful for anyone facing this challenge.

 

About the Speaker:

Phil Lovelock currently provides OHS and Workers’ Compensation training and consulting for Victorian Chamber of Commerce and Industry (VCCI) members and clients. He also represents VCCI on various WorkSafe Victoria Stakeholder Reference Groups and on other key industry forums and committees.
Before joining VCCI in 2008, Phil spent many years as an occupational health and safety professional across a broad range of industries. He was Manager, Health, Safety & Environment for CSL Behring Ltd with responsibility for three Victorian and four Interstate sites. Prior to that, he spent a number of years providing training and consulting services to commercial and government organisations in the Northern Territory. Phil is a past President of the Australian Institute of Health & Safety (AIHS) and of the International Network of Safety and Health Professional Organisations (INSHPO).
He holds both a Bachelors degree in Occupational Health & Environment and a Masters degree in Occupational Hygiene from the University of Western Sydney, along with several graduate diplomas.

Date: Tuesday 9 August 2022
Time: 12:00pm to 1:00pm
How: Online via Zoom.
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
[Individual membership fee: $75. In 2022 this includes a free 12-month subscription to Kevin Jones' SafetyatWorkBlog valued at $250]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: COB Monday 8 August 2022.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
The Zoom event link will be emailed upon confirmation of payment.

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

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