#Japan #Osaka #Customer Harassment #Risk Communication #Hiromi Ikeuchi

Explore the Psychological Aspects of Customer Harassment

On March 13, 2026, from 16:00 to 17:00, the Japan Risk Communication Association (RCIJ) will host a free online seminar featuring Professor Hiromi Ikeuchi from Kansai University. The seminar will delve into the pressing issue of customer harassment, commonly referred to as “kasuhara,” and aim to provide both a psychological perspective and practical solutions for organizations.

The Rising Concern of Customer Harassment

In recent years, customer harassment, characterized by abusive language, intimidation, and excessive demands, has become a significant social problem. Companies and organizations are increasingly recognizing the need for robust countermeasures. RCIJ seeks to explore the underlying psychological and social factors contributing to the prevalence of kasuhara, while also discussing effective strategies for management and response.

The necessity for a clear understanding of what constitutes calling out harassment, along with proper organizational structures, remains pressing in this domain. By analyzing specific case studies, the seminar will clarify critical points for addressing these challenges, integrating legal developments as well as organizational strategies.

Background of the Seminar: Evolving from Efforts on the Ground to Organizational Management

As customer harassment has a direct impact on employee safety and working conditions, social interest in this issue has surged. The impending legal framework—set to come into effect in October 2026—mandates organizations to establish protective measures for their employees. Since the guidelines were announced in January, companies are faced with the expectation of responsibility over employee management.

Yet, frontline employees struggle with defining the boundaries of harassment and determining appropriate responses, resulting in ongoing challenges regarding policies, training, and support systems. This seminar aims to address such 'on-the-ground' issues by offering insights based on social psychology.

Seminar Overview: Effective Responses and Organizational Structures Based on Social Psychology

Professor Hiromi Ikeuchi will guide participants through the psychological mechanisms at play in complaints and conflict scenarios, drawing from her extensive experience in training and speaking engagements across various sectors, including corporate and governmental organizations.

The session will outline the psychological and social reasons behind customer harassment and present crucial considerations for effective organizational strategies—covering judgment criteria, training or educational needs, manual design, and more through real-world examples.

Event Details:

• - Event Title: The Psychology of Customer Harassment: Organizational Strategies Considering Legal Trends
• - Date and Time: March 13, 2026, from 16:00 to 17:00
• - Format: Online (Zoom)
• - Participation Fee: Free of Charge
• - Target Audience: Business leaders, HR professionals, compliance and risk management staff, customer service managers, etc.
• - Hosted by: Japan Risk Communication Association (RCIJ)
• - Pre-registration Link: Register Here

About the Speaker

Professor Hiromi Ikeuchi holds a position in the Department of Sociology at Kansai University, specializing in social psychology. Her research focuses on the psychological mechanisms behind complaints and conflict situations, making her a well-respected figure in bridging academic insights with real-world practices in customer harassment.

Moderator

Naoto Hisai, Director of Antiil and Board Member of RCIJ, will moderate the session, ensuring a smooth transition between topics and engaging with participant questions.

How to Register

Pre-registration is required to attend the seminar. Spaces are limited, and registration will close once filled.
Register Now

About the Japan Risk Communication Association (RCIJ)

Founded on July 6, 2020, RCIJ specializes in curriculum development for risk management in communication strategies. The collective expertise of professionals across various industries enables them to offer comprehensive programs ranging from risk management to crisis communication.

• - Official Pages: RCIJ Official Website | Qualification Courses | RCIJ X Account | Podcast: RCIJPODCAST "The Right Answer to Outrage" available on Spotify, Amazon Podcast, and YouTube.

For Inquiries

For media inquiries, please contact the RCIJ Secretariat at [email protected]. If you wish to conduct an interview, kindly reach out prior to the seminar.