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
Introduction to Conciliation
Understand what conciliation is, how it differs from mediation, and how to run it with confidence in complaints and regulatory settings.
For conciliators, complaints and case staff, ombudsman, tribunal and regulatory officers, and public sector teams.
What conciliation is, and how it differs from mediation
Why it is used in complaints, tribunal, ombudsman and regulatory settings
Where the conciliator's role begins and ends
The key stages of the process
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
Know where your role begins and ends
Much of the difficulty in conciliation comes from role uncertainty. This course makes clear where your role begins and ends, so you can work with more confidence.
Key learnings in this course
What conciliation is, and how it differs from mediation
Why it is used in complaints, tribunal, ombudsman and regulatory settings
Where the conciliator's role begins and ends
The key stages of the process
Where procedural fairness sits
The communication skills behind fair, efficient outcomes
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.
Conciliation is often described as sitting somewhere between mediation and determination, which is not much help when you are the one running the process. This 60 minute recorded course explains what conciliation is, how it differs from mediation, and why it is used so widely in complaints, tribunal, ombudsman and regulatory settings. It covers the role of the conciliator, the key stages of the process, where procedural fairness sits, and the communication skills that support fair and efficient outcomes. It is designed for conciliators, complaints professionals, case managers, ombudsman and tribunal staff, regulatory officers and public sector teams. 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
Module 1
What conciliation is, and is not
0 min
15 min
Module 2
The conciliator's role
30
15 min
Module 3
The stages, and where fairness sits
15 min
Module 4
Communication skills in practice
60 min
0
Welcome from Shiv
What the course covers and how to use the guide
1 min
1
What conciliation is, and is not
Module 1 of 4
15 min
2
The conciliator's role
Module 2 of 4
15 min
3
The stages, and where fairness sits
Module 3 of 4
15 min
4
Communication skills in practice
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?
Conciliators, complaints professionals, case managers, ombudsman staff, tribunal staff, regulatory officers, public sector staff, and dispute resolution practitioners who want a clear introduction to conciliation practice. It is ideal for people working in complaints management, early resolution, statutory dispute resolution, or regulatory environments.
Conciliators
Complaints and case staff
Ombudsman officers
Tribunal officers
Regulatory officers
Public sector teams
How it can help you
This course can help you build a stronger understanding of conciliation skills and process design, especially if you are new to the field or moving into a more specialist role. It helps clarify expectations, improve confidence, and support better practice in environments where early resolution, procedural fairness and practical outcomes matter.
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
Conciliators, complaints professionals, case managers, ombudsman staff, tribunal staff, regulatory officers, public sector staff, and dispute resolution practitioners who want a clear introduction to conciliation practice. It is ideal for people working in complaints management, early resolution, statutory dispute resolution, or regulatory environments.
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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