Year: 2019

7 Mistakes Organisations Make When Tackling Customer Aggression

I’ve been working around customer aggression and workplace violence for close to 15 years now. In that time, I’ve worked amongst a variety of industries including, but not limited to:

  • Hospitality and liquor retail
  • Private security
  • Hotel and resort industry
  • Hospitals and healthcare
  • Human services and community support roles
  • Travel and aviation
  • Funeral industry
  • Service stations and late-night retail
  • Fast food
  • Banking
  • Utilities
  • Government service centres
  • Local council functions (parking, waste management, etc.)

All of these industries have had their own issues with customer aggression and workplace violence. Whether we like to admit it or not, when we put our people into customer-facing roles, we expose them to the risk of aggression. In roles where they will occasionally either give someone unwanted news or deal with alcohol and/or drug affected persons, that risk is magnified.

To their credit, I haven’t had a single client or employer who simply didn’t care about their staff being abused or assaulted at work. Everyone I spoke to agreed that not feeling safe at work wasn’t acceptable. They had all, to some degree, implemented treatments to control that risk.

So why wasn’t it working?

After 15 years of researching and working in this field, these are the most common mistakes I’ve found well-intentioned organisations making.

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What is Security Culture? by Colin Pecats

It’s security. It’s culture. It’s the vibe, and uh, that’s it, it’s the vibe!

‘We have such a great culture at our office.’ are words which could mean so many different things to different people.

When “culture” takes on different meanings to different people, cultural change becomes highly prone to failure.

If nobody bothers to define what this apparently mystical thing is that we refer to as “culture”, how can we expect to begin to change it?

The reality is, security culture (any type of “culture” for that matter) is not some ethereal concept, it is measurable, enforceable, and it is malleable. Security culture is both the desirable and undesirable security behaviours of people.

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Dr Gav Schneider named RMIA Risk Consultant of the Year!

We are so proud to announce that our Group CEO, Dr Gav Schneider was last night announced as RMIA’s Risk Consultant of the Year! This award is in recognition of the incredible contribution to risk management that Dr Gav has made over the past several years.

Keeping Families Safe this Halloween by Ron Amram

Halloween can be a great opportunity for kids and parents to have a wonderful time together.

Dressing in a costume, going trick-or-treating with family and friends, and let’s not forget what it’s all really about – candy!

At the same time a child travelling alone, after dark, in an unfamiliar environment and in a restrictive outfit increases the risk of bad things happening.

From that we can see there are a few different types of dangers and risks that we should be aware of:

  1. Dangers relating to costumes
  2. Dangers relating to kids travelling alone, especially after dark
  3. Dangers relating to healthy eating

Here are some tips to help you manage these risks:

Dangers Relating to Costumes:

  1. Restrictive costumes: Your kids are likely to have to cross the road a few times, and may be slow due to wearing a cumbersome or heavy costume. Make sure that your child’s costume doesn’t excessively restrict their view. This will make sure their situational awareness is not hindered and will make sure they can see oncoming traffic, as well as other dangers. The same thing applies to costumes that are extremely restrictive on breathing. If your child does wear a mask that is restrictive or view and/or breathing, ask them to remove it before crossing the road, or even only putting it on before knocking on the door to trick or treat.
  2. Fire and Catching Dangers: While it’s impossible to make costumes completely fire-proof, you should try and minimise loose odds and ends that may get stuck, snagged or catch fire easily.

Dangers Relating to Kids Travelling Alone:

Depending on age group, you may or may not be joining your kids. If you do not, keep the following in mind:

  1. Plan ahead: Plan your child’s route with them, so that you know exactly where they are or might be, and roughly how long it will take them to complete the route. It is a good idea to walk through it with them before Halloween so they are familiar with the route and know the street names and recognise the environment.
  2. Stranger Danger: Instruct your child never to enter homes when trick-or-treating; If the person invites the in, they should politely refuse. If the person insists, they should refuse and leave quickly.
  3. Safety in Numbers: Your child should go with a group of friends.
  4. Adult Supervision: Depending on age group, there may be an adult accompanying a group of kids. Make sure you have their contact details. It’s also wise to know how many kids may be joining the group to make sure there is sufficient supervision.

Dangers Relating to Healthy Eating:

Let’s get down to business. You kid’s probably going to come home with an excess of sugary treats, and may want to eat as many of them as possible as soon as they arrive home. Here are a couple of important things to keep in mind:

  1. If you child has any food allergies, make sure that you ask them not to eat anything they haven’t eaten before and know is safe before getting home. If they are going with a group and there is adult supervision, inform the adult supervisor of their allergies.
  2. While it’s important to let kids enjoy their bounty, it’s also important to try and moderate how much they are having. This can be a great opportunity to teach them about sharing and saving for another day, without taking away from the excitement of rummaging through their bounty. It’s also a good opportunity to emphasise the fun of creating and getting into a costume, and spending quality time with family and friends. Make the focus about the experience and hopefully rationing chocolate will be a bit easier!

Don’t let this great holiday turn into a scary story! With a little planning, you can make sure that this Halloween is the best one yet for you and your kids.

R2S at the Protective Security in Government Conference

Risk 2 Solution were delighted to again be part of the Protective Security in Government conference, organised and hosted by the Australian Security Research Centre in Canberra, ACT.

Group CEO Dr Gav Schneider had the honour of being named course convenor, while R2S Aggression Management Lead Joe Saunders delivered a presentation on the research project into Workplace Violence he is currently coordinating with the ASRC. More information on the research project can be found here.

R2S was also proud to present our offerings from both R2S Security and R2S Academy as exhibitors at the conference.

 

R2S Academy Top 3 Finalist in OSPA and ASIAL Awards 2019

Risk 2 Solution are proud and humbled to make the final three for both an Outstanding Security Performance Award (OSPA) and the ASIAL Award for Excellence this year. While we didn’t leave with the hardware this time, it was tremendous to share the room with so many professionals striving to deliver quality outcomes to customers and communities. R2S CEO Dr Gav Schneider and State Manager Joe Saunders were honoured to share the stage with our valued clients, V/Line, who partnered with us in creation of the nominated project. We look forward to being back next year and continuing to Protect What Counts for our clients, colleagues and communities.