OPENING THURSDAY 29 OCTOBER
$180
incl. GST · once-off
Six months access from the date of purchase. Individual viewing.
What is included
60 minute recording: a welcome and four modules
The full course guide (PDF)
Six months access
Secure checkout through the Shiv Martin Consulting Learning Hub
Looking at this for your team? Get in touch for a group price.
Opening Thursday 29 October.
Explore the course now. Enrolments open on the day; download a preview of the course guide in the meantime.
LEARNING HUB · BOTH AUDIENCES
De-escalation Skills for Difficult Conversations
Stay calm under pressure, respond to strong emotion without absorbing it, and set clear boundaries when a conversation heats up.
For complaints and customer-facing staff, managers, HR, health and frontline teams, and dispute resolution practitioners.
Stay steady under pressure
Respond to strong emotion without absorbing it
Reduce defensiveness and manage blame
Set boundaries clearly
60 minute recording
Course guide
Six months access
YOUR INSTRUCTOR
Shiv Martin
Nationally accredited mediator, practising lawyer and trainer
60 minutes
1 minute welcome and four 15 minute modules
Course guide
Download a preview now
Six months access
From the date of purchase
Watch at your pace
One sitting or one module at a time
Group viewing
Priced for your team on request
THE PROBLEM IT SOLVES
Stay steady when the conversation heats up
Staying steady when someone is angry with you is a skill, not a personality trait. This course gives you practical ways to de-escalate without either over-explaining or shutting down.
Key learnings in this course
Stay steady under pressure
Respond to strong emotion without absorbing it
Reduce defensiveness and manage blame
Set boundaries clearly
Redirect an unproductive exchange
Recognise when a conversation should be paused
WHAT YOU WILL LEARN
OPENING THURSDAY 29 OCTOBER
$180
incl. GST · once-off
Six months access from the date of purchase. Individual viewing.
What is included
60 minute recording: a welcome and four modules
The full course guide (PDF)
Six months access
Secure checkout through the Shiv Martin Consulting Learning Hub
Looking at this for your team? Get in touch for a group price.
Practical, not theoretical
This 60 minute recorded course covers how to stay steady under pressure, respond to strong emotion without absorbing it, reduce defensiveness, set boundaries clearly, manage blame, redirect unproductive exchanges, and recognise when a conversation should be paused. It is designed for complaints officers, customer service teams, managers, HR practitioners, mediators, conciliators, team leaders, health staff and frontline professionals who regularly deal with conflict, distress or challenging behaviour. De-escalation protects two things at once, the relationship and you. If you have found yourself either over-explaining or shutting down in tense conversations, this course offers a steadier middle ground. Includes a PDF handout.
COURSE STRUCTURE
A welcome and four modules, one hour
Watch it straight through or one module at a time. Each module stands on its own, so you can come back to the one you need before a conversation.
1 minute welcome, then four 15 minute modules
1
15 min
Staying steady under pressure
Module 1
0 min
15 min
Responding to strong emotion
Module 2
30
15 min
Boundaries and blame
Module 3
15 min
Redirecting, and knowing when to pause
Module 4
60 min
0
Welcome from Shiv
What the course covers and how to use the guide
1 min
1
Staying steady under pressure
Module 1 of 4
15 min
2
Responding to strong emotion
Module 2 of 4
15 min
3
Boundaries and blame
Module 3 of 4
15 min
4
Redirecting, and knowing when to pause
Module 4 of 4
15 min
Plus the full course guide (PDF) of tips, prompts and structures, yours to keep. Download a preview before you enrol.
WHO IT IS FOR
Is this course for you?
Complaints officers, customer service teams, managers, HR practitioners, mediators, conciliators, team leaders, health staff, and frontline professionals who regularly deal with emotionally charged conversations, conflict, aggression or challenging behaviour.
Complaints staff
Customer-facing staff
Managers
HR
Health teams
Frontline teams
Dispute resolution practitioners
How it can help you
This course can help you feel more confident and capable when conversations become tense, emotional or difficult. It gives you practical strategies to manage conflict well in the moment, reduce escalation, and protect both relationships and your own wellbeing. It is especially useful for professionals wanting stronger de-escalation training, conflict communication skills, and practical tools for high-pressure interactions.
Bringing it to a whole team?
Individual purchases are for one viewer. For group viewing, or to have Shiv run this topic live and in-house for your team, request a proposal.
YOUR INSTRUCTOR
Learn from Shiv Martin
Shiv Martin
Brisbane based nationally accredited mediator, lawyer and facilitator
For more than 15 years, I have supported individuals, leaders and organisations to navigate conflict, complaints, difficult conversations and complex decision-making. My experience spans government, regulatory and ombudsman services, workplaces, education, healthcare, construction and community organisations.
My webinars and courses are practical, engaging and grounded in real-world experience. I draw on conflict resolution, mediation, negotiation, communication, psychology, trauma-informed practice and leadership to provide useful frameworks and strategies you can apply immediately.
"Shiv Martin delivered an outstanding mediation training session that was both insightful and engaging. Her deep knowledge of the mediation process, combined with her humble, kind, and approachable manner, created a supportive and positive learning environment... It is rare to find a trainer who balances professionalism with such genuine warmth."
Training participant, FRCS
“
"I have observed and worked with Shiv facilitating training and she has excellent command of the room. She has the ability to adapt her pedagogy to work in with clients and their set agenda. I highly recommend her to any organisation who would like to improve their practice on conflict resolution."
Policy and Advocacy Officer
“
QUESTIONS
Frequently asked questions
Complaints officers, customer service teams, managers, HR practitioners, mediators, conciliators, team leaders, health staff, and frontline professionals who regularly deal with emotionally charged conversations, conflict, aggression or challenging behaviour.
A 60 minute recording made up of a 1 minute introduction and four 15 minute modules, plus a PDF course guide of tips and prompts.
Yes. You can download a preview of the course guide from this page. The full guide comes with the course.
Six months from the date of purchase.
Thursday 29 October. Until then you can explore the course and download a preview of the guide.
Within 48 hours of your purchase, you will receive an email with your login to the course.
The price is for individual viewing. If your organisation would like a group viewing option, we are happy to propose a separate group price.
Yes. Shiv can deliver this topic live, built around your team's context and real conversations. Request a proposal .
No. The content is informational only and does not constitute legal advice.
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$180
incl. GST