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 · PRACTITIONERS
Early Resolution Skills for Complaints and Case Management
Strengthen the listening, clarifying and process skills that resolve concerns early, fairly and efficiently.
For complaints officers, case managers, intake and review staff, ombudsman and regulatory teams, and public sector professionals.
Listen in a way that clarifies the real issue
Manage expectations honestly
Reframe without dismissing
Structure the conversation
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
Resolve concerns at the first contact, not the third
Many complaints escalate not because of the original issue, but because of how the first few contacts were handled. Strong early resolution skills prevent that and ease pressure on review pathways.
Key learnings in this course
Listen in a way that clarifies the real issue
Manage expectations honestly
Reframe without dismissing
Structure the conversation
Choose the right resolution pathway
Record the next step clearly
WHAT YOU WILL LEARN
Practical, not theoretical
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.
This 60 minute recorded course covers active listening, clarifying the real issue, managing expectations honestly, reframing, structuring a conversation, choosing the right resolution pathway, and recording the next step clearly. It is designed for complaints officers, case managers, intake staff, review officers, ombudsman staff, regulatory teams and public sector professionals working in early resolution. Strong early resolution skills reduce unnecessary escalation, ease pressure on review pathways, and create better experiences for everyone involved, including staff. Includes a PDF handout with conversation structures.
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
Listening for the real issue
Module 1
0 min
15 min
Managing expectations honestly
Module 2
30
15 min
Reframing and structure
Module 3
15 min
Pathways and the next step
Module 4
60 min
0
Welcome from Shiv
What the course covers and how to use the guide
1 min
1
Listening for the real issue
Module 1 of 4
15 min
2
Managing expectations honestly
Module 2 of 4
15 min
3
Reframing and structure
Module 3 of 4
15 min
4
Pathways and the next step
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, case managers, intake staff, review officers, ombudsman staff, regulatory teams, and public sector professionals involved in complaints management and early resolution.
Complaints officers
Case managers
Intake staff
Review staff
Ombudsman and regulatory teams
Public sector professionals
How it can help you
This course can help you improve the way you handle complaints from the outset. Strong early resolution skills can reduce unnecessary escalation, improve efficiency, support public trust, and create better experiences for everyone involved. It is ideal for professionals wanting more confidence in complaint handling, case management, and early dispute resolution.
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, case managers, intake staff, review officers, ombudsman staff, regulatory teams, and public sector professionals involved in complaints management and early resolution.
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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