No One-Size-Fits-All: Advancing Conflict Resolution Across Sectors
- Shiv Martin
- 2 days ago
- 6 min read
If you work in conflict or complaints, whether as an HR leader, complaints manager, mediator, or frontline worker, you're probably already aware that there’s no single formula that works every time. Every situation brings its own personalities, risks, and policy constraints. That’s why I wanted to share a behind-the-scenes look at what May looked like in my work as a conflict resolution consultant. It illustrates the diversity of approaches needed across sectors, from healthcare to the public service, and from statutory bodies to community organisations.
This post isn’t just a list of engagements. It’s a reflection on what worked, where challenges emerged, and what you can take into your own practice. You might even see echoes of your own workplace in some of these stories.
My Top 3 Takeaways from May
1. One size doesn’t fit all when it comes to conflict resolution skills training
Every organisation has its own culture, pressures, and priorities. Whether I’m working with an Ombudsman office, a healthcare provider, or a law faculty, effective training means adapting the content, examples and approach to fit the people in the room.
2. Communication in conflict is something we can always work on.
Across every session, whether focused on mediation, conciliation or complaint handling, strong communication skills stood out as the key to trust, clarity and effective outcomes. It's not just about what we say, but how we listen and respond. Beyond learning the basics, structure, reflective practice is also a key component of our continued growth as professionals.
3. Culture, law and values all matter - especially when facilitating a mediation
From statutory frameworks to cultural identity and team dynamics, conflict resolution happens at the intersection of legal obligations and human experience. The most effective processes hold space for all of these things. In the mediation sessions that I facilitate I ensure that we make sense to discuss the things that ultimately make us human, rather than simply laws and policies.
Here’s a snap shot of all my adventures in May. It has been a pleasure and privilege to support each and everyone one of you at this time!
Strengthening Government and Regulatory Practices
Mediation Training for a Federal Government Department I led a five-day online workplace mediation training tailored to the needs of a federal agency, with staff based in different cities and countries. The focus? Equipping staff with practical skills to manage sensitive, high-stakes disputes in compliance-heavy environments. These sessions reminded me how powerful it is when public sector teams invest in resolution, not just decision-making. Learning the mediation framework together not only helped staff improve their dispute resolution skills, but also brought them together as a team.
Conciliation and Communication Training for Ombudsman Offices
In Sydney, I delivered both a two-day conciliation workshop and a one-day communication training for staff of a regulatory body. These workshops focused on handling challenging conversations, setting boundaries with compassion, and using process design to foster resolution and fairness. I supported staff in both the early resolution and conciliation teams to explore the key skills needed to achieve effective and efficient outcomes to their complaints.
Advanced Conciliation Training – Resolution Institute
In partnership with the Resolution Institute and Justin Toohey, I facilitated advanced conciliation training for professionals working in industry and statutory dispute resolution schemes. We covered core skills like reframing, managing power dynamics, and using reflective practice to improve outcomes. But one of the most important themes we kept coming back to was this: conciliation isn’t a one-size-fits-all process. Different organisations have different needs, and the way you apply your skills has to reflect that. A conciliator working in a government agency might need to focus on procedural fairness and transparency, while someone in an industry scheme might be juggling relationship management and commercial outcomes. The legislation, expectations, and service models all shape how you show up in the room.
That’s why we spent time unpacking how to adapt your approach based on the sector you’re working in. It’s not just about knowing the process, it’s about making it work in your specific context.
The next round runs from 25–27 August 2025. Register here.
Supporting Legal Education and Professional Development
UQLS Mediation Competition
Most disputes don’t make it to court. They're resolved through negotiation, mediation, or early resolution, often quietly, and often with the help of skilled professionals who know how to create space for meaningful conversations. A big part of my work is bringing that knowledge into the legal profession, at every level.
This May, I had the opportunity to do just that. I was honoured to serve as a judge for the University of Queensland Law Society’s Mediation Competition, where law students demonstrated impressive skill and insight under pressure. These students are the next generation of legal professionals, and helping them build a strong foundation in alternative dispute resolution is a privilege.
I also trained experienced judicial decision makers, reminding me again that ADR isn’t an ‘alternative’ anymore, it’s a core part of how justice is delivered.
Promoting Cross-Cultural Competence and Workplace Resilience
Much of my training work happens online, especially with HR professionals navigating the complex realities of workplace conflict. In May, I delivered sessions that focused not just on process, but on what really makes us human, our culture, our values, and our capacity for resilience.
In one session on cross-cultural awareness, we explored how cultural differences shape conflict and communication, and how inclusive practices can support more effective resolution. In another, I hosted a free webinar for over 50 HR and workplace leaders on building conflict-resilient teams. We covered leadership behaviours that foster psychological safety, early intervention tools, and how to move from reactive conflict management to proactive culture building.
These sessions are always about more than ticking the compliance box. They’re about equipping people with insight, confidence, and empathy to lead through conflict with clarity and care.
The next 4 part free series on conflict resolution that I offer HR practitioners will start on July 31st - Register here
Enhancing Complaint Handling Skills
National Investigations Symposium Presentation
I delivered a session on dispute resolution micro-skills for complaint handlers focusing on how to listen deeply, summarise effectively, and ask questions that reveal key concerns. These skills can elevate the quality of communication and trust in any investigative process. Read more about the event here: Micro Skills that drive Conflict Resolution
Facilitating In-House Mediations in Healthcare and Disability Care
In May, I also facilitated in-house workplace mediations for healthcare and disability teams. These are spaces that are high-pressure, emotionally charged, and deeply values-driven. These mediations go beyond solving a problem. They help rebuild trust, give people space to be heard, and support teams to move forward with clarity and respect.
Workplace mediation is one of the most meaningful parts of my work, especially in the care sector where the stakes are high and the relationships matter.This is the work that I can really see make an immediate impact on the individuals that I work with.
If you work in healthcare, aged care or disability services, join me on 20 June for a free webinar on conflict mediation. We’ll explore how to spot conflict early and apply practical strategies to restore trust and collaboration
“Conflict can be a doorway to clarity - if we’re willing to walk through it with trust and structure.”
Looking Ahead
It has been a privilege to support so many dedicated professionals and organisations throughout May. I’m looking forward to continuing this important work into June, helping even more teams strengthen their conflict resolution skills through mediation, training, and coaching. Each engagement reaffirms my belief in the power of structured conversations, practical skills, and building trust to create lasting change.
Need Support with a Workplace Mediation?
If you have a workplace conflict you'd like help navigating, I’d love to support you. I offer:
Tailored mediation and facilitation services
Conciliation coaching for regulatory professionals
Leadership coaching and reflective practice groups
Government dispute resolution training
📩 Reach out to me at contact@shivmartin.com or visit shivmartin.com to learn more.
Frequently Asked Questions
1. What kinds of organisations do you support? I work with government agencies, universities, health services, community organisations, and businesses across Australia and New Zealand.
2. What’s the difference between mediation and conciliation? Mediation is typically facilitative, helping parties explore solutions themselves. Conciliation often includes a more guided or evaluative approach which is useful in regulatory or complaint settings.
3. Can training be customised to our needs? Absolutely. I tailor every training program based on your jurisdiction, stakeholder needs, and policy environment.
4. Do you travel for workshops or mediation? Yes. While I’m based in Brisbane, I travel across Australia and New Zealand and offer flexible online delivery options.
5. Is workplace mediation suitable for leadership teams? Definitely. Many of my workplace mediations focus on executive-level disputes or misalignments. With the right structure, even the most complex dynamics can shift.
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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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