De-escalating aggression and violence in the workplace
Join us for a livestream with Mark Oostergo who will discuss occupational violence and aggression in the workplace.
His talk will cover how to handle inappropriate customer behaviour, including defining what constitutes such behaviour and how it manifests in appearance, language, and emotional responses.
Mark will discuss the significance of adopting a systems-based approach to manage the associated risks effectively and explore prevention controls to mitigate instances of inappropriate behaviour.
Practical and informative, Mark aims to equip viewers with confidence in managing and addressing inappropriate customer conduct.
Speakers
Mark is a workplace psychologist and risk specialist with a broad background beginning his career serving nearly a decade in the Australian Army as a Psychology Officer. This gave him the opportunity to provide individual, team, and organisational psychological intervention both in Australia and overseas. During this time, Mark also had the privilege of working with Australia’s elite special forces in human performance, selection, workplace mental health, and resilience. He was awarded an Australian Defence Force Gold Commendation for his motivational and supportive leadership in this role.
Mark has also worked across industry in human factors, human performance, workplace mental health, and executive leadership development. He has a passion for delivering tailored workplace interventions to promote positive mental health to create a flourishing work environment. He takes a practical and applied approach to psychology and communicates it in a way that is easily accessible.
With a background in psychology, Michelle has worked in a range of operational and leadership roles across various departments within WorkCover Queensland. In her current position, she leads the planning and delivery of the mental health and injury claims strategy—providing technical expertise and coaching for claims teams, and offering guidance and mentoring for leaders to support capability and promote mental health literacy.