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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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CSG March 2024 event - Kevin Jones, Editor, SafetyAtWorkBlog - Emerging OHS Challenges

Emerging OHS challenges

Presented by: Kevin Jones, Editor, SafetyAtWorkBlog
Event: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 12 March 2024, noon
Non-Members welcome to attend

Emerging OHS challenges
Some of the hot topics in OHS at the moment are not directly about work health and safety. You can find out more on Tuesday 12 March 2024 when Kevin Jones will be discussing what’s new, what’s getting attention, and some of the latest and re-emerging challenges in OHS.
His talk will include comments, and recommendations of books on issues including work psychology; the management of time; suicide; troublemakers; corporate values and leadership.
The presentation will be followed by a question and discussion session.

About the Speaker:

Kevin Jones is a consultant and advisor in a wide range of OHS projects.
He is internationally recognised for his commentary and analysis on safety-related matters in his popular award-winning SafetyAtWorkBlog (
Kevin is a Life Member of Central Safety Group.

Date: Tuesday 12 March 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 13 November
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 11 March 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 12 February.
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 11 March 2024.

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

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