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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

 

What's New
in Ergonomics
–Here & Overseas

CSG September 2024 event - David Caple AM, David Caple & Associates, What's new in ergonomics – here and overseas


What's new in ergonomics – here and overseas

Presented by: David Caple AM, David Caple & Associates
Topic: What's new in ergonomics – here and overseas


How: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 10 September 2024, noon
Non-Members welcome to attend

What's new in ergonomics – here and overseas
Our popular annual speaker David Caple, fresh back from the International Ergonomics Association Congress in Korea, will give an update to CSG on 10 September on emerging issues in ergonomics, followed by some interesting local case studies.
The first case study is about the risk of heavy paint cans to store staff and customers. This has resulted in changes to the industry, but there are further findings from an industry review related to lighter weight cans.
This will be followed by case studies related to reviews and solutions for occupational violence for frontline staff in public spaces.
David will also discuss a new publication he launched at the Congress, a resource for business leaders Giving your business the human factors edge… Making it Happen! David is a co-author alongside Karen Lange-Morales (Colombia) and Andrew S. Imada (USA).

About the Speakers:

Professor David Caple AM is a leading figure in occupational health and safety here and overseas. He is a Certified Professional Ergonomist (CPE) in Australia, UK, and USA.
He has advised a wide range of businesses, industry groups and public sector organisations and worked with Australian and overseas governments on work health and safety strategy. He was involved in the development of legislation relating to the prevention of MSD for the Australian government and led multiple industry-based MSD prevention projects.
David was the 16th President of the International Ergonomics Association (IEA) 2006-2009 and represented the IEA at conferences and meetings in 30 countries.
He has spent 40 years as an OHS consultant, and was Adjunct Professor, Centre for Ergonomics & Human Factors, La Trobe University for the last 20 years.

Date: Tuesday 10 September 2024
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: In person or online via Zoom - the link will be sent out on the afternoon of Monday 9 September
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 September 2024. 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 September.
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 September 2024.

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