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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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Psychological
Safety at
Work

CSG May 2024 event - WorkSafe Victoria - Psychological safety at work


Psychological safety at work

Presented by: WorkSafe Victoria
Event: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 14 May 2024, noon
Non-Members welcome to attend

Psychological safety at work
Come along to a special event on 14 May with 3 in-person presenters from WorkSafe Victoria, including an Inspector, on the topic of psychological safety.
Any worker experiencing unsafe work is a matter of concern for all – employees, employers, insurers, and regulators. So what are some practical approaches companies can take to prevent mental injuries and create safe and mentally healthy workplaces?
We’ll hear from people working on this issue for WorkSafe Victoria. They will talk about their experience supporting Victorian employers to adopt a psychosocial risk management approach in their workplaces. This includes the range of psychosocial hazards that duty holders need to address. They will outline how to access the tools and resources that make getting started easy.
There will an extended Q&A session, so bring along your thoughts and questions and join the discussion.

About the Speaker:

CSG Mary 2024 Event - Worksafe - 3 speakers

Madelaine Barry is a Program Officer (Psychological health programs): project manager delivering strategic interventions aimed at preventing and reducing the risk of work-related mental injury.
Darcy Cooper is Program Manager (WorkWell): large scale behaviour change specialist for psychological health and safety.
Daniel McConville is a Psychosocial Inspector: his role is to ensure that Victorian workplaces are meeting their obligation to provide a working environment that is safe and without risks to psychological health.

Date: Tuesday 14 May 2024
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne
How: In person or online via Zoom -the link will be sent out on the afternoon of Monday 8 April
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 13 May 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 8 April.
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 13 May 2024.

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