Micro Skills that drive Conflict Resolution
- Shiv Martin
- 5 days ago
- 4 min read
Updated: 4 days ago
A big thank you to everyone who joined me at the National Investigations Symposium in Sydney on Tuesday 27 May 2025 for my full-day workshop on Dispute Resolution Micro Skills. It was a privilege to work with so many passionate professionals committed to doing complaint and conflict work well.
The challenge for me as a trainer and presenter was to design a single day workshop that met the needs of a diverse profession audience. Our group included complaints managers and HR professionals from organisations including public sector, big tech, hospitals and healthcare, universities, professional standards regulation, Ombudsman organisations, workers insurance and even the zoo!
It was a great session and the content will be really useful! - SENIOR HR Business partner, Session Attendee
So how did I do it?
Well I focussed on the micro skills. These are the little nuggets of gold that mediators and conciliators use to resolve even the most complex disputes. But here’s the real magic: these micro skills don’t just belong in mediation rooms. They’re just as powerful in day-to-day workplace interactions, whether you're managing a team, handling a complaint, or supporting someone through a difficult conversation.
A Day of Insight and Connection
With a full room and an atmosphere buzzing with curiosity, collaboration and reflection, we unpacked the neuroscience behind these skills, discussed how to apply them in high-pressure environments, and shared examples from our own sectors. The discussion was deep, thoughtful, and practical, exactly what you hope for in a room full of conflict resolution professionals.
Why These Conversations Matter
In my experience, conflict resolution training is too often focused solely on process and policy. But how we engage matters just as much as what we do. Micro skills give us the tools to navigate emotionally charged situations with confidence, empathy, and clarity and they’re indispensable for those working in complaints handling, HR, investigations, and regulation.
With a fantastic turnout and an atmosphere of enquiry and connection, we explored the essential (and often overlooked) micro skills and what it meant to the work of the professionals in the room. It was thought-provoking and reflective - exactly what you want in a space full of investigators, complaints managers, and regulatory professionals.
If these topics interest you feel free to send me an email for a copy of our session plan and learning objectives from the day: contact@shivmartin.com
Key Takeaways from the Day
1. Conflict style matters. Know your default style-competing, accommodating, avoiding, compromising, or collaborating and recognise when to adapt.
2. Priming works. The language we use matters. Saying "Let’s work together to find a way forward" can foster cooperation from the outset.
3. Rapport is a practice, not a personality. Tools like OARS (Open questions, Affirmations, Reflections, Summaries) and SONAR help reduce defensiveness and create connection.
4. Identity and needs drive conflict. Autonomy, fairness, recognition, and connection are often at the heart of disputes, not just facts.
5. Don’t let it go - let it cool.
Acknowledging emotions without absorbing them is a crucial skill for sustainable complaint handling.
Most importantly though, the key message in my presentation was that effective conflict resolution is a combination of the right skills, processes and resources. So adapting and selecting from your microskill toolkit is the best way you can design conflict resolution approaches to meet the needs of each context, and each individual.
What I Learned
Every time I deliver a workshop, I walk away with new insights. This time, I was reminded of how eager people are for practical, human-centred tools that actually work. The feedback reaffirmed that understanding the why, what and how of developing skills to build trust and manage conflict is essential at this point in time for almost every organisation and community group.
If you are keen to learn more of these practical tools and you're in the healthcare, aged care and disability care sectors registrations are now open for my free conflict mediation webinar next month.
Keep the Conversation Going
If this session sparked something for you, I’d love to continue the conversation. You can:
Explore my approach to Brisbane mediations.
Book a custom workshop, leadership session, or structured mediation.
Sign up for free webinars and training events.
Whether you’re dealing with workplace tension, regulatory complaints, or simply want to strengthen your team’s capability, there are services tailored to your needs.
Thank You
To the organisers of the National Investigations Symposium - thank you for creating space for real, reflective learning. And to everyone who participated: thank you for your honesty, energy, and generosity.
If you missed the session or want to explore these topics further, keep an eye on my blog or connect with me on LinkedIn for insights, upcoming resources and events.
"Between stimulus and response there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom." - Viktor E. Frankl
FAQ: Micro Skills & Conflict Resolution
1. What are micro skills in conflict resolution? They are foundational communication techniques like active listening, reframing, and agenda-setting-skills that help build trust and manage emotion.
2. Who needs micro skills? Anyone working in complaints, investigations, mediation, or regulatory compliance.
3. Can micro skills be taught? Absolutely. Like any skill, they improve with training, practice, and reflection.
4. How do micro skills improve complaint handling? They reduce defensiveness, build connection, and make it easier to move from resistance to resolution.
5. How can I build these skills in my team? Through tailored training, coaching, and practice. Contact me for a custom proposal.
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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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