Helping People Navigate Conflict with Confidence

Shiv Martin recently designed and delivered a two-day workshop for senior leaders to help them handle conflict more confidently and support their teams during difficult conversations. The training covered practical tools to stay calm under pressure, listen with empathy, and build trust during tense situations. Leaders also learnt the difference between mediation and conciliation, and practised techniques like reflective listening, effective questioning, and de-escalation.
 

By the end of the workshop, leaders felt more prepared to guide their teams through challenging interactions and promote early, respectful resolution of issues. They walked away with simple, proven strategies to build a stronger, more supportive workplace culture, where people feel heard, understood, and empowered to solve problems before they escalate.

Shiv recently delivered a series of short, high-impact online webinars focused on conflict resolution skills and reflective practice. With over 50 participants joining from various locations, the sessions covered essential topics like negotiation techniques, managing difficult conversations, and understanding different approaches to conflict. Each webinar blended key concepts with live discussion, giving participants a strong foundation in conflict resolution.
 

To keep the virtual sessions interactive and engaging, Shiv used practical case scenarios, polls, breakout discussions, and other online tools to encourage reflection and real-time application. Participants appreciated the chance to practise new strategies in a safe, supportive environment and left each session with practical takeaways they could immediately apply in their work.

Over several months, Shiv worked closely with an Ombudsman team to support the design and implementation of a new dispute resolution function. The organisation was expanding its early resolution and complaints handling capabilities and sought Shiv’s expertise in shaping a process that was fair, consistent, and user-friendly. Shiv provided strategic advice on process design, intake and triage procedures, risk management, and resolution pathways tailored to the organisation’s jurisdiction and stakeholders.
 

As part of the project, Shiv also designed and delivered a series of targeted training sessions to build the team's confidence and capability in conciliation, early resolution, and communication skills. Training was informed by team consultations and focused on practical, skills-based learning, giving staff the tools they needed to handle complex and emotive matters with professionalism and care. The leadership team valued Shiv’s collaborative and hands-on approach, which helped lay strong foundations for a trusted and effective resolution function.

Shiv was invited to present at a staff conference for a financial services organisation, with an audience of approximately 100 professionals from across the business. Her session focused on practical skills for managing difficult conversations in the workplace, an area of growing importance in fast-paced, high-pressure environments. Shiv guided participants through key concepts in emotional intelligence, communication styles, and strategies for navigating tension while preserving working relationships.
 

The session prompted strong engagement and reflection, with many participants noting how relevant the content was to both professional and personal contexts. Shiv also provided tailored takeaway resources, including a short eBook she wrote specifically for the audience, filled with practical scripts, self-reflection prompts, and wellbeing tips for emotionally charged conversations. Feedback was overwhelmingly positive, with attendees valuing the mix of insight, empathy, and real-world tools they could apply immediately.