Bringing Care into Conflict: My Workshop on Trauma-Informed Mediation
- Shiv Martin
- Nov 7
- 5 min read
Updated: Nov 10
This week I had the privilege of facilitating a workshop for a public sector dispute
resolution team on one of the most vital and often overlooked aspects of our work: trauma-
informed mediation.
Why Trauma-Informed Mediation Matters
In Australia, around three in four adults have experienced at least one traumatic event in their lifetime. For most people, recovery is possible, but for others, trauma shapes how they communicate, respond to stress, and engage with authority or complaint processes. In dispute resolution, this means the person sitting across from us might be reliving distress while trying to explain their experience. If we do not recognise the signs, our well-intentioned processes can unintentionally cause harm.
Trauma-informed mediation is not only about compassion, it is about competence. It ensures
our processes, words, and systems are safe, predictable, and empowering for everyone
involved.
Designing In-House Training that Works
One of the most rewarding parts of this project was designing the training from the ground up
to meet the needs of the team. I always begin by learning about the organisation’s work,
challenges, and stakeholders before writing a single slide.
In this case, that meant spending time with the team to understand their caseloads, their client
demographics, and the real pressures they face in managing complex and sometimes
distressing disputes. We discussed what “trauma-informed” means in the context of statutory
obligations, performance expectations, and public accountability.
By bringing research and evidence-based strategies into the reality of their day-to-day practice, I could tailor the workshop so that every exercise, example, and phrase felt relevant and usable. This is where theory meets practice, translating insights from neuroscience, psychology, and de-escalation research into practical tools that dispute resolution teams can apply immediately in intake interviews, conciliation sessions, and follow-up calls.
For me, that’s where learning becomes meaningful: when people can see themselves in the examples, reflect on their own habits, and leave the room ready to do something differently tomorrow.
Inside the Workshop
The session was structured around four practical modules that can be adapted to mediation
and conciliation settings of any kind.
1. Understanding Trauma and Its Impacts
We began by unpacking what trauma does to the brain and body, from the freeze, fight, or flight responses to the neuroscience of emotional regulation. Participants explored how trauma rewires the brain and how mediators and conciliators can recognise trauma cues and respond with calmness, choice, and understanding rather than control or pressure.
2. Building Trauma-Informed Processes
We looked at practical adjustments that can make each stage of mediation safer and more
effective.
During intake, focus on rapport, explaining the process clearly, and asking about
access or adjustment needs rather than medical diagnoses.
During exploration, ask gentle, present-focused questions that acknowledge impact
without revisiting trauma.
During negotiation, keep choices transparent, pace the conversation, and ensure
participants retain control over decisions.
These small changes can transform the experience for participants and lead to better, more sustainable outcomes.
3. Setting Limits and Managing Escalation
Using frameworks such as Robert Bacal’s CARP model and the “I-statement” technique, we practised how to remain calm, set boundaries, and redirect behaviour without blame. A key message was that while trauma does not excuse unreasonable behaviour, understanding it allows us to respond without escalating the situation. Conciliators and mediators can stay in control of the process while maintaining respect and empathy.
4. Self-Care and System Design
We closed with a focus on the mediator’s wellbeing. Emotional intelligence and reflective practice are not just professional skills but survival tools for conflict work. We also discussed the importance of supportive systems such as clear policies, structured debriefing, and team reflection. Trauma-informed practice starts with self-awareness and ends with systems that protect both staff and clients.
Case Reflections
Two real-world case studies grounded the theory in practice:
Jordan’s story involved a tenant who played loud music to block traumatic memories, which created conflict with neighbours. This scenario highlighted how trauma responses can be misinterpreted as antisocial behaviour.
Hermione’s story involved a grieving parent caught in a long pursuit of justice. It reminded participants how grief, trauma, and procedural fairness intersect, and why mediators must balance empathy with clear process boundaries.
Behind every challenging case is a nervous system doing its best to stay safe. Recognising
this helps us engage with compassion, patience, and purpose.
What I Hope Participants Took Away
Trauma-informed mediation is not a separate skillset. It is an evolution of good practice that
centres on safety, trust, and empowerment. Boundaries create safety. Limits can coexist
with care and respect.
When we hold both compassion and clarity, we help participants not only resolve disputes but
also rebuild trust in the systems they engage with.
If your team regularly manages conversations that are emotional, complex, or distressing, my Managing Challenging and Unreasonable Interactions course offers the next step. You’ll learn how to stay calm under pressure, set clear boundaries with care, and respond in ways that prevent escalation while maintaining trust and professionalism.
🗓 Next online program: March 2026 🏢 Custom in-house training available - tailored to your organisation’s context, caseload, and client needs.
Recommended Resource for Further Learning
Enhancing conflict resolution by incorporating a trauma-informed framework offers a new and powerful approach to mediation. A wonderful example of this is the work of Dawn E. Kuhlman, owner of Kuhlman Conflict Solutions, LLC, and co-creator of www.traumainformedmediation.com. Dawn’s work bridges psychology, neuroscience, and mediation practice, focusing on communication, perspective-taking, empowerment, forgiveness, and emotional regulation.
Her TEDx talk shares her journey of becoming an expert mediator by cross-pollinating disciplines to address the human condition of conflict. It’s an inspiring introduction to the trauma-informed mediation movement and a valuable watch for anyone working in dispute resolution or conciliation.
For tailored training in conciliation, early resolution, or conflict management explore my training services, or book a complimentary confidential consultation with me today: Book Online
Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.
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