Community of Practice
with Shiv Martin
CONNECT, REFLECT, AND STRENGTHEN YOUR PRACTICE
What is Community of Practice?
This Community of Practice (CoP) is Shiv's Level 3 reflective series for experienced conciliation, mediation and early resolution practitioners working in government, regulatory and statutory environments.
Rather than technical training, these sessions focus on real practice pressures, judgement calls, systems issues and the emotional load of the work.
Each session is facilitated and discussion-based, creating space to think, share and learn alongside others doing similar work. Individual practitioners usually attend, and anyone who cannot make a session is welcome to offer their place to a colleague on their team. We are again keeping numbers small - there will be a maximum of 15 people in the group.
Topics
Each session focuses on a common and often under-discussed challenge in dispute resolution practice
Dedication. Expertise. Passion.
Session 1: What AI is Asking of Us. Psychosocial hazards in dispute resolution work
AI is changing how complaints arrive, how disputes unfold, and how much practitioners are being asked to hold. Shiv shares current research and practice insights on the psychosocial risks emerging in dispute resolution work, from AI-assisted complaints to shifting workloads and role pressures. The group then reflects together on what these changes look like in our own settings, offering peer support and practical ideas for protecting wellbeing in the work.
October 19th 2026
Session 2: Practising What We Preach. Conflict and cohesion in dispute resolution teams
We spend our working lives helping others navigate conflict, yet tension within our own teams can be the hardest to name. Shiv opens with research and insights on what makes dispute resolution teams cohesive, and how colleagues can work through genuine differences in professional judgement. The discussion then draws on the group's own experience, with space for honest reflection and peer support on leading, challenging and sustaining each other well.
November 16th 2026
Session 3: Counting What Matters. Measures of success in dispute resolution
Resolution rates, timeframes and satisfaction scores tell us something, but do they tell us what matters? Shiv shares research and insights on how dispute resolution outcomes are commonly measured, and where those measures fall short of capturing fairness, repair and lasting resolution. The group then reflects on what success looks like in our own practice, sharing experience and peer perspectives on measuring the things that genuinely count.
December 7th 2026
Who facilitates the sessions?
These sessions are led by Shiv Martin, an accredited mediator, lawyer, trainer and dispute resolution consultant with over 15 years’ experience working across government, regulatory and workplace contexts.
Shiv supports leaders, HR teams and public-facing organisations to resolve conflict, manage complaints and navigate complex interpersonal and systemic issues. Her work spans mediation and conciliation, training and reflective practice, cross-cultural communication and psychology-informed dispute resolution.
Having worked closely with Ombudsman offices, Commissions and Tribunals, Shiv understands the pressures of high caseloads, discretion under pressure and the emotional demands of conflict work. Her facilitation style is calm, practical and focused on fairness and professional boundaries.
From time to time we also have contributions from guest speakers, read more about our expert contributors.
Community of Practice in Action:
A Snapshot of 2025
2025
at a glance
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60 practitioners participated
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17 organisations represented
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Participants appreciated the ability to substitute colleagues when they were unable to attend.
Who took part
In 2025 the Community of Practice brought together experienced practitioners from a wide range of settings, including:
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Ombudsman and regulatory agencies
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Complaints and review bodies
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HR and workplace relations teams
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Independent mediators and conciliators
Participants ranged from senior case officers to team leaders and specialists, many working in high-risk, high-emotion environments.
What
participants told us
"I have really enjoyed the variety of the sessions having interesting guest speakers as well as being able to share insights from our own work. "
"So contemporary, informative and friendly."
"These have been great sessions. I particularly enjoyed the different styles of engagement."
