Dispute Resolution Consulting
Strengthen Your Systems for Managing Conflict and Complaints
Design fair, user-focused, and effective processes that support early resolution, trust and accountability.
At Shiv Martin Consulting we work with organisations across the public and private sectors to transform how conflict is managed.
Transform Your Team's Conflict Management Systems.
We help organisations move beyond reactive conflict management to proactive system design. Our consulting services combine legal expertise, best practice frameworks, and human-centered design to create dispute resolution systems that actually work.
When individual disputes keep reappearing, or your complaints process creates more heat than light, the issue is often less about people and more about systems. Shiv Martin Consulting helps organisations redesign how they receive, triage and resolve concerns so problems are handled early, fairly and with minimal disruption.
Our dispute resolution consulting brings together legal clarity, trauma-informed practice and practical implementation so your organisation can manage risk while preserving trust.
Why Invest in Workplace Dispute Resolution or Complaints Management?
Left unmanaged, recurring issues become costly: time is lost, morale falls, and reputational risk increases. Investing in targeted workplace dispute resolution design means you gain:
- Faster, fairer outcomes that reduce escalation and legal risk
- Clear, defensible processes that satisfy regulators and auditors
- Better staff wellbeing and morale because disputes are handled with care
- Measurable performance indicators so leaders can see if systems are working
Organisations often call Shiv when their complaint backlog is high, repeated informal attempts to resolve issues fail, or regulators are watching. Beyond resolving a specific issue or addressing a particular training need, these callouts are often about a large-scale transformation in the way an organisation approaches and manages conflict and complaints.
What We Do – Practical, Document-Based Deliverables
Our dispute resolution consulting services focus on creating usable systems rather than academic reports. Typical deliverables include:
- Intake & triage pathways (forms, scripts, escalation triggers) that make early intervention simple
- Clear process maps for informal resolution, facilitated conversations, mediation and formal investigation
- Policy and procedure documents aligned to legislative and sector-specific requirements
- Decision-making frameworks and checklists to support consistent, defensible outcomes
- Training materials and leader playbooks to embed new practice (complements conflict training in the workplace)
- Performance metrics and dashboards so you can test whether systems reduce repeat complaints
These are practical outputs, documents, templates and short toolkits that staff actually use day to day. Where helpful, we pair system design with facilitated rollout and staff coaching so the new processes stick.
A Founder-Led, Multidisciplinary Approach
Not all consultants are the same. As a practising solicitor with postgraduate psychology training, Shiv is a regulatory disputes, conciliations and workplace conflict resolution consultant who combines legal insight with an understanding of human behaviour. That means systems are legally defensible and psychologically safe.
We take a human-centred approach: stakeholder mapping, interviews, and short workshops to understand how people actually behave, not just what policy says they should do. Our approach to conflict resolution skills and systems development builds better uptake and reduces surprises at implementation.
Learn About Dispute Resolution Consulting Services
Core Consulting Services
Some of our proactive systems that enhance Conflict Management
1
Dispute Resolution System Design
Design comprehensive, trauma-informed systems from intake through resolution that prioritise efficiency, fairness, and early intervention
2
Stakeholder Engagement Strategy
Co-create inclusive engagement frameworks and culturally responsive tools that foster meaningful dialogue and values-based stakeholder relationships
3
Policy and Process Advisory
Align your procedures with regulatory requirements and best practice standards while staying ahead of emerging dispute resolution trends
4
System Review and Evaluation
Conduct comprehensive assessments to identify improvement opportunities and establish performance metrics for ongoing system effectiveness
5
Implementation Support
Provide hands-on change management guidance, staff training, and monitoring support to ensure successful system transitions
Who this is for
Built for Organisations That Take Conflict Resolution Seriously
Government Agencies & Departments
Designing compliant, efficient complaint handling systems
Regulatory Bodies & Ombudsman Offices
Enhancing conciliation and investigation processes
Large Corporations
Internal dispute resolution and employee relations systems
Educational Institutions
Student, staff, and community dispute resolution frameworks
Not-for-Profit Organisations
Stakeholder engagement and conflict management processes
Aged Care & Disability Services
Managing conflicts involving vulnerable clients and families
Who Benefits from Dispute Resolution Consulting?
Our clients include public sector bodies, regulated agencies, large corporations, education and health services, and not-for-profits. Typical scenarios include:
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Public-facing agencies needing compliant complaint-handling systems
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Organisations with recurring grievances that aren’t solved by case-by-case fixes
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Teams preparing for regulatory audits or legislative change
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Employers aiming to reduce reliance on external mediation and build internal capability
If you already use a workplace mediator or engage in corporate mediation in Brisbane, dispute resolution consulting will help ensure those processes sit inside a coherent system and are used at the right time.
How the Process Works – Simple, Staged, Collaborative
We tailor every engagement, but most projects follow a clear sequence:
- Scoping & discovery – short interviews, data review and a map of your current pathways.
- Design workshops – co-design with stakeholders to create workable intake, triage and resolution processes.
- Draft documents & templates – policies, flowcharts, scripts and playbooks prepared for your teams.
- Pilot & revise – trial the system in a unit or team, capture feedback and refine.
- Implementation support – training for leaders, coaching for case handlers, and monitoring metrics.
- Ongoing review – periodic check-ins to measure outcomes and tweak systems.
A typical consulting project can vary in scale; larger government or sector-wide system design projects may take several months and can range in investment. Dispute resolution consulting projects are often the highest-value work we do, and historically range into five-figure engagements depending on scope and complexity.
How Dispute Resolution Consulting Links to Other Services
Designing systems is rarely a standalone task. We commonly combine consulting with:
- Training so staff know how to use new intake and triage tools.
- Corporate mediation in Brisbane, when a live dispute needs an independent third party.
- Business conflict coaching for leaders who manage sensitive or high-risk matters.
- Workplace culture consulting to align processes with broader values, behaviours and leadership expectations.
This joined-up model ensures your investment in design flows into changed behaviour and fewer repeat incidents.
Practical Outcomes You Can Expect
By the end of a typical engagement with a workplace conflict resolution consultant, you should see:
- Clear, consistent intake processes that divert appropriate matters to informal resolution, mediation or formal investigation
- Well-trained staff who know when and how to use the system
- Shorter resolution times and fewer escalations to costly external processes
- Documented, auditable processes that meet governance and compliance needs
Organisations tell us the real value is regained time, restored relationships, and the confidence that disputes will be handled fairly and promptly.
Results That Speak for Themselves
I recently attended a two-day training course led by Shiv Martin, and it was an exceptional experience. She was incredibly warm and approachable, making the learning environment comfortable and engaging. Her depth of knowledge, experience and practical insights into mediation were truly impressive. I left the course feeling confident and equipped with valuable skills. Highly recommend Shiv for anyone looking to enhance their mediation abilities!
HR Business Partner
Sydney City Council
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Not sure where to start? No Problem
We’ve created free, practical tools to build your conflict resolution skills and stay connected:
Monthly Blog
Practical tips, insights, and case studies from the frontline of mediation, conflict coaching, and complaint handling. Read the latest articles.
Free Monthly Webinar Series
Join our live, interactive sessions where we share tools for managing workplace and stakeholder conflict. Register today.
Free Download: DIY Mediation Guide for Workplace Conflict
A step-by-step guide to help leaders and HR professionals facilitate difficult conversations with confidence.
✅ Learn how to prepare
✅ Create safety and structure
✅ Avoid common pitfalls
Ready to Reduce Risk and Strengthen your Dispute Systems?
If recurring complaints, regulator interest, or an overburdened HR team are keeping you up at night, dispute resolution consulting can give you a practical, implementable system to manage issues with clarity and care.
Contact Shiv Martin Consulting to arrange a confidential scoping conversation. Shiv will help you decide what your business needs through targeted training methods. Book your consultation with Shiv today.
Call or Text 0433904303
Email contact@shivmartin.com
Custom Conflict Resolution Services
We design tailored solutions to help your team manage conflict effectively, improving communication, trust, and team performance. From corporate workshops and leadership coaching, to team-based mediation and facilitated board meetings, we support workplaces across Australia to handle difficult conversations and build lasting solutions. Whether you're a government agency or private organisation, our custom conflict management services are designed to meet your team’s unique needs.