Shiv's Blog

Over the past several years, my work as a dispute resolution trainer and consultant has taken me behind the scenes of some of the most thoughtful, creative, and resilient conflict management teams across Australia and New Zealand. I’ve had the privilege of working with tribunals, commissions, ombudsman offices, and complaints handling bodies, each with its own unique challenges and solutions. Hear about recent developments in early resolution and conciliation while reflectin

If you're in HR, team leadership, or any kind of people management role, you've likely already had to handle your fair share of workplace conflict. It might start quietly - a misunderstanding, a misstep, a breakdown in trust. But left unaddressed, it can escalate and create real harm: to individuals, to team culture, to service users and to the organisation as a whole. So, when is it something you can support internally and when is it time to call in a mediator? As a national

In most conflicts, trust is difficult to build but it can be the key to a lasting resolution. So how do I address important conversations around trust in mediation? “There is no trust.” This was the statement I heard from one party several times during a mediation. The first time, I paused to see if they would elaborate but they continued with another topic of discussion. But then I heard the same words came up again: “Well, there’s just no trust.” This time, I stopped and sa

Finding Flow and Focus in Mediation: The Art of Balancing Time and Connection As a mediator, one of the most challenging and rewarding aspects of the work is finding the balance between letting conversations flow naturally and knowing when to step in to create structure. My natural inclination is to allow discussions to unfold organically, giving space for deeper insights and understanding. However, this approach can sometimes lead to time overruns or wandering off track, esp

Emotions matter in conflict, but they’re often the hardest thing to talk about, especially for new mediators. I’ve seen this time and again in my own practice. Disputants often arrive at mediation appearing calm, rational, and composed, carefully avoiding any mention of their emotions. Yet, in my experience, emotions are what drive conflict; without them, there would be no dispute. When I encounter this, I turn to a question that has proven invaluable in my career: “What’s th

Workplace conflict, whether stemming from personality differences, misunderstandings, or issues like bullying and unfair treatment, can quickly undermine a company’s culture and productivity. An increasingly popular alternative is workplace mediation, a process that fosters open communication and helps resolve disputes through neutral third-party facilitation. Mediation not only addresses the root causes of conflict but also provides a constructive way to rebuild relationship

Eye contact is often hailed as a key element of effective communication, particularly in conflict management. However, in my experience as a mediator and trainer, its importance can sometimes be overstated. While eye contact can foster connection and understanding, it’s not universally beneficial, its effectiveness depends on the context, cultural norms, and the individuals involved. Take, for example, Indigenous Australian cultures. In many communities, avoiding direct eye c