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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

 

Climate
Change as
an OHS issue

CSG June 2026 event - 

Presenter: Sam Hall, Researcher & PhD Candidate, La Trobe University


Climate change as an OHS issue

Presented by: Sam Hall, Researcher & PhD Candidate, La Trobe University

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 9 June 2026, noon
Non-Members welcome to attend

Climate change as an OHS issue
The impact of climate change on worker health and safety, and the response by OHS professionals, will be discussed by Sam Hall in a lunchtime presentation to Central Safety Group on Tuesday 9 June.
Sam is doing PhD research into how climate change is creating new and emerging risks for worker health, safety and wellbeing. She is also exploring how occupational health professionals in Australia perceive these impacts of climate change, as well the role they can play in workplace climate adaptation.
Sam will present preliminary findings on the perceptions of climate-related risks at work. She will also discuss how workplaces may respond proactively to climate change as an OHS and work design issue.
The talk will be followed by audience questions and discussion.
Our members always appreciate hearing about new research, especially as it stimulates new thinking and inspires innovation in OHS management. Come along for your monthly dose of inspiration from CSG!

About the Speaker:

Sam Hall is a qualified physiotherapist and ergonomist with 20 years’ experience across occupational health and safety, rehabilitation, wellbeing, coaching, and education.
She is currently a graduate researcher completing a PhD at La Trobe University’s Climate Change Adaptation Lab, investigating the climate change impacts on health at work.
Sam holds a Bachelor of Physiotherapy and a Masters of Health Science (Ergonomics) from the University of Queensland, and a Masters of Health Science (OHS) from Queensland Institute of Technology.

Date: Tuesday 9 June 2026
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: Online via Zoom or in person - 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 8 June 2026. 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 June.
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 8 June.

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

 

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