17 May 2022

Location

Video

On demand

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Video: Panel discussion - managing customer aggression

We know that many customer facing roles experience abuse and aggression on a frequent basis, some reports suggest that up to 90% of workers have experienced violence or aggression in the workplace.

Additionally, COVID has impacted the frequency with some reports suggesting up to a 400% increase aggression and abuse. These interactions significantly impact mental health and wellbeing and customer aggression is one of the largest contributors to mental injury in the workplace. With this in mind, we have brought together some Australia’s thought leaders in preventing and managing hostile customer interactions.

Watch the engaging online event where we explored the current context across call centres, telecommunications, aged care, and retail. You will also hear about the current challenges, what has worked well, and some lessons learned in addressing this significant and widespread workplace risk.

Facilitator

Mark Oostergo – General Manager and Principal Psychologist, Communicorp

Panellists

Fiona Andrew – National Health and Wellbeing Manager, Australia Post
Shailendra Tripathi – Director of Health, Safety and Wellbeing, Optus
Tiffany Simpson – People and Culture National Safety Manager, Reject Shop
Alison De Araugo – Head of Health, Safety and Wellbeing, Estia Health