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.
Common Topics
Each session focuses on a common and often under-discussed challenge in dispute resolution practice
Dedication. Expertise. Passion.
Time Wasters
The systems and behaviours that quietly drain time, energy and judgement.
AI: A New Party in the Room?
What AI means for discretion, fairness, trust and professional judgement.
Backlogged
More matters, less time. What next for practitioners and teams?
Compassion Fatigue
How much can we care and still do this work well? (Guest Speaker: a compassion fatigue expert and Bereavement Coordinator from Queensland Children’s Hospital)
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
Last year’s 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."
How is the Community of Practice evolving?
Building on last year’s outcomes, the Community of Practice now sits within a broader three-level training pathway (see below).
This allows practitioners to:
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Enter at the level that matches their experience
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Build shared language and skills through training
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Continue professional growth through reflective, peer-based learning
This year’s Community of Practice places even greater emphasis on reflection, ethical judgement, and sustainable practice in complex systems.
Choose your pathway
Dispute resolution training at three levels
Level 1
Core Dispute Resolution Skills
Build a confident foundation in everyday conflict and complaint conversations
This program is ideal for teams needing consistent, practical skills to manage conflict early and reduce escalation. It’s a strong fit for HR, people leaders, complaints teams, regulatory staff, community services, education, health, and customer-facing roles.
Best for: teams wanting consistent language, shared structure, and a reliable baseline skill set.
Explore Level 1 training options or request an in-house quote.
Level 2
Managing Challenging Interactions
De-escalation, boundaries, and staying steady when emotions run high
This program supports staff who regularly manage distressed, angry, persistent or high-conflict behaviour. It’s designed for environments where safety, discretion and professionalism matter, and where teams need both skill and confidence to hold boundaries.
Best for: complaints teams, frontline service staff, regulatory officers, HR, leaders, and anyone working in high-contact environments.
Enquire about Level 2 delivery dates and in-house options.
Level 3
Community of Practice
Ongoing learning for dispute resolution practitioners and leaders who want to keep sharpening their edge
The Community of Practice (CoP) is designed for people doing complex conflict work who want ongoing skill-building, reflective practice, and peer learning. It’s especially valuable for practitioners facing increasing workloads, challenging conduct, and evolving expectations around risk, wellbeing and trust.
Best for: busy practitioners and leaders involved in complex situations.
Join the Community of Practice or view upcoming session topics.
Free Introduction to Conciliation Guide.
Understand how conciliation builds trust and resolves disputes faster.
Discover this essential dispute resolution process with Shiv Martin’s free guide. Perfect for beginners or practitioners refining their skills, it offers practical insights to navigate conciliation with clarity and confidence. Learn when and how to use conciliation effectively in workplace and regulatory settings.
