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LIANZA Workshop: Responding with Empathy to Challenging Behaviours

  • Thursday, March 18, 2021
  • 1:00 PM - 3:00 PM
  • Zoom
  • 0


Registration is closed

Thursday March 18, 2021 - 1PM-3PM

Libraries have faced many new challenges in recent months and are experiencing an increase in people needing support, requiring library teams to respond to new challenges and deliver new initiatives very quickly to meet the needs of their users.  People are tired and stressed which impacts our work. Responding with empathy to challenging behaviour from colleagues and our communities requires a skilled response, to manage the moment and to build respectful, supportive teams and interactions.

The amount of time and energy it takes to deal with 'difficult behaviour' can be huge - as are the costs to individuals, the team and relationships if things don’t change. This interactive session will help you identify challenging behaviours in your workplace and develop strategies to better manage and reduce the negative impact.  You will walk away with a five-step tool for difficult conversations that will enable you to step up early and confront difficult behaviours as soon as these become a problem plus strategies to protect yourself along the way.

You will work with colleagues who are experiencing similar challenges to brainstorm solutions to some familiar scenarios.

If you have a scenario that you want the power of the group to assist with – you will be able to submit this as you register for this workshop.

The workshop covers:

  • Recognising toxicity in the workplace – what the research says
  • Toxic behaviours at work and what to do about them
  • The importance of psychological safety in teams and organisations
  • Civility, respect and regard – the three non-negotiables
  • Strategies for dealing with difficult behaviours on an individual, team and organisational level
  • Take away tool for leaders: five-step tool for difficult conversations
  • Dealing with difficult situations - words, phrases and strategies to manage in the moment.


B Ed (Adult Ed. & Training), Cert. Training and Development, MNZATD

Aly has been involved with coaching and mentoring in New Zealand and Australia for the last 12 years with a particular interest in training. She has refined techniques for both introducing coaching as a skill set and promoting learning as a way of being in teams and organisations.

Aly is a regular presenter at international conferences, including the American Society for Training and Development Conference and European Mentoring & Coaching Council Conference where her specialist skills in peer learning techniques have led to her spending increasing proportions of her time working with clients in Australia, the UK and the USA. Aly is a member of the European Mentoring and Coaching Council and an international associate of Clutterbuck Associates (UK).

Prior to her corporate training role, Aly has led leadership and management programmes at Unitec Institute of Technology where she also spent four years training tutors in the staff development unit. She was a senior lecturer in not-for profit management for many years and is also a qualified counsellor. She frequently offers workshops for associations and not-for-profits through Volunteer Wellington, which is where we ‘found her’ ! Aly lead the LIANZA Lead Coach and Connect workshop series in 2020 and has provided governance advice to LIANZA Council.

Event Terms & Conditions

Terms and Conditions
All payments need to be received two weeks before the event. 

If you have registered and paid but are unable to attend then you are welcome to substitute someone to take your place. Please contact us with the new attendees name and details as soon as possible. You can make substitutions up until one week prior to the workshop.

Cancellations and Refunds
Please email officeadmin@lianza.org.nz if you wish to amend or cancel your registration. A full refund is available up until two weeks before the event. No refund can be given for cancellations received after this date & a 20% admin fee will be charged for cancellations with outstanding balances. 

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