Managing customer aggression

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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-19 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