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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.

 
 

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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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