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Showing 'July 2023: Facing a rise in customer aggression'.
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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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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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