Fundamental conflict resolution skills

Fundamental conflict resolution skills

with Shiv Martin
Wednesday, 30 August 2023 | 1pm to 5pm AEST | Online
Thursday, 31 August 2023 | 1pm to 5pm AEST | Online

Fundamental conflict resolution skills 


Day 1: Wednesday, 30 August 2023 | 1pm to 5pm AEDT | Online

  • Understanding impact of self in conflict and self awareness as a key component of emotional intelligence
  • Identifying and adapting your strategy to different approaches to conflict
  • Interest based negotiation. How to focus on what really matters to individuals in conflict and to engage in a future focused problem solving process
  • Building rapport and trust for information sharing
  • Managing emotions and different personalities in conflict communication
Day 2: Thursday, 31 August 2023 | 1pm to 5pm AEDT | Online

  • Conflict resolution models (define and distinguish negotiation, mediation, conciliation, facilitation, arbitration, adjudication) 
  • Understanding conflict resolution models with reference to Power, Rights and Interests
  • Procedural Fairness and the Satisfaction Triangle
  • First conversations, intake, triage and assessing the suitability of a dispute for alternative dispute resolution.
  • Identifying crucial support systems – record keeping, case management practices and evaluation tools. 
  • Explore sources of chronic conflict

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. 

Wednesday, 30 August 2023 to
Thursday, 31 August 2023
1:00 pm
Members: AU$550 | Non-members: AU$750 | PD Members: AU$495
8.00 CPD Hours