Negotiation skills for complaints handling

Negotiation skills for complaints handling

with Shiv Martin
Thursday, 17 August 2023 | 1pm to 5pm AEST | Online
Friday, 18 August 2023 | 1pm to 5pm AEST | Online

Negotiation skills for complaints handling


Day 1: Thursday, 17 August 2023 | 1pm to 5pm AEST | Online

  • Understanding the underlying causes of a complaint
  • Identifying the key issues using Interest-based Negotiation strategies
  • Building rapport to uncovering underlying interests and effective information gathering
  • Establishing credibility and managing expectations
  • Option generation for value creation
  • Core skills for good complaints management
Day 2: Friday, 18 August 2023 | 1pm to 5pm AEST | Online

  • Procedural fairness
  • Different approaches to complaints resolution (early resolution, investigation, decision making, review) and applying the conflict resolution continuum
  • Advanced communications skills for communicating with individuals with psychosocial disability and Human Rights consideration.
  • Managing repeat/ vexatious/ unreasonable complainants
  • Checking yourself and supporting your team – building emotional resilience
  • Strategies for systemic improvement

About the trainer


Shiv Martin

Shiv is a nationally accredited mediator, practicing lawyer, conciliator, decision maker and certified vocational trainer. She has engaged in complex dispute resolution, stakeholder engagement and team building in the government and legal sectors for 13 years. As a mediator, trainer and facilitator Shiv has a unique and diverse set of expertise in Law, Management, Vocational Education and Mediation. 
Shiv works for various government organisations as an independent decision maker or conciliator and conducts private workplace mediations and facilitations. She is currently a part time Assistant Information Commissioner, Queensland. In this role she makes statutory decisions on the information and privacy rights of individuals, corporations and government entities. She manages teams and projects in public service dispute resolution.  

Shiv is also an Independent Examiner with the Australian National Contact Point for OECD complaints. In this role Shiv conciliates, investigates, and makes decisions in relation to complaints made about the conduct of multinational companies. In this role, Shiv engages in complex, global conflict resolution that impacts on different cultural groups. As an experienced community mediator, Shiv has a keen interest and skill in conducting cross-cultural and intergenerational mediations. She is an active member of the South Queensland Dispute Resolution Centre where she continues to train, coach and assess aspiring mediators for NMAS Accreditation.  
Recently, as a Conference Registrar for the Administrative Appeals Tribunal, Shiv conducted conciliations in a broad array of public sector disputes including tax, worker’s compensation and disability support (NDIS matters) and social services complaints.  

Shiv’s greatest area of strength and passion is training and coaching in dispute resolution. She is a leading conciliation and public service trainer for the Resolution Institute, and facilitates reflective practice workshops for public service managers.

She has also taught students of the University of Queensland and Newcastle University and continues to teach with Bill Eddy of the High Conflict Institute. She has trained many public service decision makers in negotiation skills and strategy. In additional to training, Shiv advises organisations on designing and implementing appropriate policies, systems and practices around effective conflict resolution and complaints handling. 

Thursday, 17 August 2023 to
Friday, 18 August 2023
1:00 pm
Members: AU$550 | Non-members: AU$750 | PD Members: AU$495
8.00 CPD Hours