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Showing 'April 2019: Staff Safety and Difficult Customer Interactions'.
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Managing
Customer
Behaviour
CSG April 2019 Presenter: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Staff Safety and Difficult Customer Interactions

Presentation by: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Presentation package now available (members only)

Many businesses have seen an upsurge in staff impacted by difficult customer interactions that may place them at risk of a physical or psycho-social illness. This has particularly been the case in the banking industry and is varied across customer contact, whether it is face-to-face or telephone interactions.
ANZ Bank has a strategy in place to keep their staff safe from this risk and this was presented by Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, at a lunchtime presentation to Central safety Group on 9 April, 2019.
The strategy looks at all aspects of staff safety – physical, psycho-social and most importantly the leadership culture shift required to enable this strategy to be successful. This strategy was developed using external consultancy expertise and research across other industries.

The presenter:

Kristen Richardson joined ANZ in mid-2014 and has been in her current role providing Business Partnering wellbeing and safety support across ANZ Australia Division for two years. Prior to that, she was Retail Wellbeing and Safety Business Partner at ANZ. She spent over seven years in senior HR roles with infrastructure company Golder Associates after being with Coles Supermarkets for 10 years as National HS Manager. Kristen started her career in nursing before studying OH&S at RMIT and doing further studies in change management.

 
 

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OHS
Power &
Influence

CSG May 2025 event - Rob Dival, National HS&E Manager, K&S Corporation


OHS power & influence

Presented by: Rob Dival, National HS&E Manager, K&S Corporation
Topic: OHS power & influence


How: CSG Non Hybrid Lunchtime Presentation -via zoom only

Date: Tuesday 13 May 2025, noon
Non-Members welcome to attend

How do OHS Professionals leverage power and influence tactics?
Occupational Health and Safety Professionals (OHSPs) are critical in providing organisational safety advice and support. However, OHSPs face significant challenges due to a general lack of authority and operational ownership of how work is performed.
Rob Dival will address this dilemma in his lunchtime presentation to Central Safety Group on 13 May. He will discuss how OHSPs need to leverage power (based on the perceived values of an intended target) and influence tactics (the strategic application of power) to achieve their desired goals.
Rob will provide details of his recently completed Masters of OHS scoping review thesis, which sought to provide a comprehensive state of knowledge on how OHSPs perform these important activities.
Rob will also share some of his career experiences in supporting OHS teams to utilise power and influence tactics effectively in the workplace.

About the Speaker:

Rob has over 15 years’ experience working in OHS across multiple industries including construction, major hazard facilities, mining, rail, major infrastructure projects and more recently, transport & warehousing.
With a diverse tertiary background of Psychological Science (BPsySc) and Safety & Health (MOHS), Rob has an invested lifelong interest in both disciplines.
Rob is currently the National HS&E Manager for K&S Corporation (one of Australia's largest transport companies), providing ongoing leadership and mentoring to a team of OHS Professionals across the country.
Rob has also been active in the OHS community, serving on the AIHS' Victorian Branch Committee, and joining the OHS Body of Knowledge Occupational Road Use project team. Rob is a Financial Member of Central Safety Group.

Date: Tuesday 13 May 2025
Time: 12:00pm to 1:00pm
How: online via Zoom only - the link will be sent out on the afternoon of the Monday preceding the event
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 12 May 2025. 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 May.
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 12 May 2025.

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