Shiv Martin's Blog

Learn how conflict coaching helps organisations address disputes early, build internal capability and choose fair, effective resolution processes.

Learn how facilitation services resolve workplace conflict, improve communication and build practical capability in Australian government and enterprise teams.

Learn how workplace conciliation services resolve conflict, support fair process and help Australian HR and complaints teams choose the right response.

Learn how workplace mediation services resolve disputes, improve clarity and help government and enterprise teams choose the right conflict process.

Learn how to commission conflict resolution training for organisations, select the right format and build practical in-house capability for Australian teams.

The five most common patterns of AI-generated and AI-influenced complaints, and how Australian complaint handlers can respond to each fairly and efficiently.

How AI is changing mediation, conciliation and tribunal practice, and the practitioner skills that matter now. A practical guide for Australian dispute resolution practitioners.

A practical AI complaint handling policy for Australian public sector, Ombudsman, tribunal and regulatory teams, covering AI disclosure, verification, procedural fairness and staff use.

Professionals working in complaints handling, dispute resolution, HR and regulatory environments frequently encounter difficult, emotional and challenging behaviour. This article explores why labels can sometimes hinder resolution, how grievance and fear influence decision-making, and why curiosity, clear boundaries and procedural fairness remain essential de-escalation skills.

Artificial intelligence is changing the way people engage with complaints, investigations and dispute resolution processes. One party may arrive with a polished AI-generated submission while the other relies on their own words and limited resources. This article explores what procedural fairness requires in an AI-enabled environment and provides practical guidance for complaints handlers, conciliators, tribunal members and Ombudsman staff.

Compassion fatigue is increasingly affecting mediators, conciliators, complaints officers and dispute resolution professionals working in high-conflict and emotionally demanding environments. Drawing on research and lived experience, this article explores burnout, secondary traumatic stress, reflective practice and the organisational conditions that help dispute resolution teams remain sustainable, ethical and effective.