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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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Changing
OHS Culture
in Construction

CSG October 2023 event - Distinguished Professor Helen Lingard, Director, Construction Work Health and Safety Research, RMIT University - Changing OHS culture in construction


Changing OHS culture in construction

Presented by: Distinguished Professor Helen Lingard, Director, Construction Work Health and Safety Research, RMIT University
Event: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 10 October 2023, noon
Non-Members welcome to attend

Changing OHS culture in construction
In the past the construction industry has been known for being resistant to improvements affecting worker safety and wellbeing. However, the situation is now changing, according to Professor Helen Lingard, a leading expert in construction safety, whose research over the years has been widely translated into improved work health and safety policy and practice in the construction industry.
This will be the topic of Professor Lingard’s lunchtime presentation to Central Safety Group on Tuesday 10 October. Helen will discuss some of the main health and safety issues affecting workers in the construction industry, and changes in practices and culture that are now making a difference. This will include some of her work on the effect of long and non-standard work hours on workers' health and wellbeing.
Her presentation will be followed by questions and discussion.

About the Speaker:

Helen Lingard is a Distinguished Professor of Construction Management in the School of Property, Construction and Project Management at RMIT University, Melbourne. She has a PhD in construction safety, and has been with RMIT for 15 years.
Having started her career working for a contracting organisation in the civil engineering sector, Helen has undertaken extensive applied research in the areas of workplace safety and workers’ health and wellbeing in the construction industry. Helen has also provided consulting services in the infrastructure, telecommunications and mining sectors.
Helen has authored or co-authored numerous papers and books. Her most recent book is Work, Health and Wellbeing in the Construction Industry , with co-author Michelle Turner, which was published in May 2023.

Date: Tuesday 10 October 2023
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne (Important: Current building works mean you need to enter the building from Little Collins Street. It is well signposted.)
How: In person or online via Zoom -the link will be sent out on the afternoon of Monday 9 October
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 October 2023. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $80.]
*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 October.
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 October 2023.

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