Turning Difficult Conversations into Business Strengths
- Shiv Martin
- Aug 20
- 4 min read
Updated: Sep 4
Conflict Resolution for Small Businesses: How Mediation, Coaching, and Facilitation Assist with Turning Difficult Conversations into Business Strengths and Growth Opportunities
By Shiv Martin | Leadership Trainer, Workplace Mediator, and Conflict Resolution Consultant
My approach to helping businesses navigate tough conversations is heavily influenced by the principles in Getting to Yes by Roger Fisher and William Ury. These principles aren’t just about mediation; they’re about making any high-stakes conversation more productive. Whether you’re a small business owner, a team leader, or part of an executive board, these strategies can help.
In a recent session at the Brisbane Business Hub, I shared ideas on how businesses can “conflict proof” themselves. It’s about building skills, systems, and confidence. When tensions arise—whether between co-founders, team members, or departments—you can address them quickly, constructively, and without unnecessary fallout.
Workshop Recap – Turn Conflict into Connection
At the Brisbane Business Hub, I shared practical strategies for small business owners to handle conflict before it damages relationships or culture. We explored:
Why conflict is on the rise – from increased awareness of rights and mental health openness to digital communication and changing workplace dynamics.
The cost of poorly managed conflict – lost productivity, damaged trust, and financial impact.
Understanding conflict styles – especially how “conflict avoiders” can step into leadership without letting issues fester.
Choosing the right approach – matching the conflict management framework to the situation and avoiding triggering language.
The role of third parties – when and how to use facilitators, coaches, and mediators effectively.
Five key systems for a conflict-ready business:
Conflict Resolution/Complaint Management Policy
Code of Conduct or Customer Service Charter
Performance & Feedback Framework aligned with clear role expectations
Referral Pathways for support
Onboarding & Induction with clear expectations
The takeaway? Conflict is inevitable. However, with the right skills, systems, and support, it can become a part of the daily work of your organisation.
Why Third Parties and Structure Matter
Sometimes, the best way forward is to bring in someone neutral—a facilitator, coach, or mediator. They can help shift the conversation away from entrenched positions and into the real issues underneath.
It’s not just about resolving this problem. It’s about building the capacity within your business to manage the next one without losing momentum. That’s where facilitation, leadership training, and one-on-one coaching come in. Together, they:
Create space for honest, constructive dialogue.
Teach leaders and teams to manage difficult conversations early.
Put in place systems, agreements, and expectations that prevent repeat issues.
Moving Beyond “Who’s Right?”
One of the most powerful shifts I see in my work is when leaders stop focusing on “who’s right” and start exploring “what’s important to each person here?”. This shift opens the door to creative solutions and agreements that people actually commit to.
When I’m facilitating or coaching a leadership team, we work through:
What’s really driving this tension?
What pressures or constraints might be shaping each perspective?
What would a fair, workable outcome look like for everyone involved?
Because of my legal background, I can also help anchor these conversations in objective criteria. Whether it’s policy, contracts, market benchmarks, or governance requirements, I ensure the room doesn’t turn into a courtroom.
Why You Should Prepare for Conflict Before You Scale
In growth mode, it’s tempting to focus on sales, compliance, or product development and leave the “people side” for later. However, internal tensions, unclear roles, conflicting priorities, or misaligned expectations can quietly erode performance and lead to costly breakdowns.
That’s why I often work with businesses before conflict escalates. Through:
Leadership training on communication and conflict skills.
Facilitated strategy sessions to align expectations and goals.
Conflict-readiness planning to set your business up for healthy, productive conversations.
This proactive approach means you’re not just reacting to problems. You’re building a culture where issues can be surfaced and solved early. Explore my training and coaching programs to strengthen your business before issues arise.
Conversation Starters for Difficult Workplace Topics
When the stakes are high, starting the conversation well is half the battle. Here are a few openers you can adapt:
“I wanted to check in because I’ve noticed some tension, and I value our working relationship.”
“Can we talk about how things are going with [project/goal]? I want to make sure we’re aligned.”
“I think we may be seeing this situation differently. Can we share our perspectives?”
“What’s most important to you in this situation?”
“How can we work together so this doesn’t keep coming up?”
Ready to make your business conflict-resilient?
Whether you’re working through a current challenge or want to set up systems and skills to prevent future ones, let’s have a confidential chat.
Visit shivmartin.com.au to explore facilitation, training, coaching, or mediation that’s tailored to your business.✉️ contact@shivmartin.com 📅 Book a free confidential consultation
Has the suggestion of a mediation backfired on you? Sometimes the right language can open doors that labels might close. So what else can you say instead?
READY TO LEARN NOW?
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.
Comments