Want Better Teams? Teach Leaders How to Handle Hard Conversations
- Shiv Martin
- 3 days ago
- 6 min read
Conflict resolution skills training for leaders who want trust, clarity and stronger teams.
Table of Contents
In every workplace I visit, whether it is a government agency, a school, or a fast-growing business, I see the same pattern. Teams do not fall apart because of one big blow-up. They start unravelling when hard conversations are avoided by leadership for too long. Time and time again, I see that the single business factor that impacts team culture is the ability of leadership to connect and earn the trust and respect of their team.
The crucial question here is - does leadership understand psychological safety and know how to create it?
I am Shiv Martin, a Brisbane-based lawyer, mediator, and conflict resolution coach. In my work as a mediator and conflict resolution skills trainer over the past 12 years, I have had hundreds of conversations with leaders and HR staff navigating workplace conflict. And if there is one thing I have learnt, it is this: The strongest teams are not the ones with no conflict. They are the ones whose leadership know how to handle it well.
In this blog, I want to talk about how every team leader needs to ask themselves “how well do I manage conflict?” It’s not an innate skill and most leaders are conflict avoiders, but like any other leadership skill it can be learnt.
Why Conflict Resolution Training Starts with Emotional Intelligence
Effective conflict management begins long before a complaint is raised or a team fractures. It starts with emotional intelligence, the leader’s ability to stay self-aware, regulate their responses, and show empathy under pressure. If a leader is going to be successful in managing tensions within their team, the reality is that they need to have build strong team connections before the tension or conflict arises.
In my conflict resolution skills training for leaders, we focus on:
Building strong teams
Noticing early warning signs in teams
Responding instead of reacting to tension
Asking the right questions, in the right way, at the right time
Showing compassion, even when the facts are unclear
Staying grounded in difficult conversations
These are the foundational skills that help leaders create safe, functional teams, even when the stakes are high.
READY TO LEARN NOW? SIGN UP FOR OUR NEXT FREE WORKSHOP ON MANAGING WORKPLACE CONFLICT
The Real Cost of Conflict Avoidance
Most leadership failures in conflict are not about poor intent. They are about fear, fear of saying the wrong thing, making it worse, or triggering a formal process. It is risk aversion and as a lawyer, I can tell you that most of the time, the fear is unfounded, exaggerated or can be easily mitigated.
In highly regulated workplace sectors like public service, healthcare or education, this often leads to conflict avoidance and risk aversion. Leaders sit tight and hope things improve. But silence is not neutral. It creates space for assumptions, disengagement, and unspoken resentment. Conflict avoidance is costly:
Escalated staff issues
High turnover
Lost productivity
Legal and reputational risks
That is why we offer workplace conflict resolution skills training in Brisbane and across Australia that helps leaders and their HR advisers respond early and constructively, well before problems reach a formal stage.
What Conflict-Smart Leadership Looks Like and How we can teach leaders how to handle hard conversations
Conflict-capable leaders do not shy away from discomfort. They lean into it with structure and empathy. They create space for people to speak up and have the tools to resolve tension early.
When we train leaders in workplace mediation skills, we see:
Clearer communication
Early intervention in team issues
Improved psychological safety
Reduced HR burden
Better culture, even in high-stress teams
Leaders often tell me, “I wish I’d learned this earlier.” That is why we combine legal awareness, emotional intelligence, and practical frameworks in our training, so leaders can take immediate action with confidence.
Psychological Safety Sets Great Teams Apart
The best teams are not perfect. They do not make fewer mistakes or avoid conflict completely. They are simply more willing to talk about what is not working. Here are some important facts about psychological safety to reflect on as a leader.
1. Psychological safety is the number one predictor of team effectiveness at Google
Google’s Project Aristotle studied over 180 teams to identify what makes the highest-performing teams stand out. The most critical factor was psychological safety - the belief that team members can take risks, voice concerns, and admit mistakes without fear of embarrassment or punishment.
Reference: Rozovsky, J. (2015). The five keys to a successful Google team. re:Work. https://rework.withgoogle.com
2. Teams with high psychological safety are more likely to learn from failure and innovate
Research shows that psychological safety promotes learning behaviours such as asking for help, seeking feedback, and discussing errors, which in turn improves performance and innovation.
Reference: Edmondson, A. C. (1999). Psychological safety and learning behavior in work teams. Administrative Science Quarterly, 44(2), 350–383. https://doi.org/10.2307/2666999
3. Psychological safety reduces employee burnout and turnover
Employees who feel psychologically safe are less likely to experience burnout, and more likely to remain engaged and committed to the organisation. It contributes to overall wellbeing by reducing fear-based stress and improving relationships at work.
Reference: Newman, A., Donohue, R., & Eva, N. (2017). Psychological safety: A systematic review of the literature. Human Resource Management Review, 27(3), 521–535. https://doi.org/10.1016/j.hrmr.2017.01.001
What truly sets high-performing teams apart is psychological safety. This means people feel safe to admit mistakes, ask questions, and raise concerns without fear of blame or punishment.
In teams like this, conflict does not become a crisis. It becomes a learning opportunity. An opportunity to teach leaders how to handle hard conversations.
When people feel safe to speak up, innovation increases, morale improves, and relationships grow stronger even when things get hard. That kind of culture starts with leaders who know how to respond, not retreat.
How Shiv Martin Consulting Supports Teams
We provide:
Workplace conflict resolution skills training in Brisbane, Australia and New Zealand wide and online to a range of global clients
Workplace mediation for unresolved conflict or tension
Leadership coaching to build communication and resolution skills
Team building and facilitation for groups that want to reconnect and move forward, without necessarily labelling the situation as conflict.
Whether your team is facing early signs of friction or entrenched issues, we help you take a practical, people-smart approach to strengthening your culture.
FAQs
What is workplace conflict resolution training?
Workplace conflict resolution training teaches leaders and teams how to address disagreements, communication breakdowns, and team tension in a constructive way. At Shiv Martin Consulting, our training is grounded in legal principles, mediation techniques, and emotional intelligence.
How do I know if my team needs mediation or training?
If the conflict is affecting daily operations, communication has broken down, or people are avoiding each other, workplace mediation may be a good starting point. If the goal is to build skills for the future and strengthen leadership capacity, conflict resolution training is ideal.
Can workplace conflict training help with team culture?
Yes. When leaders learn how to hold difficult conversations early and with care, trust increases. Teams become more resilient, open, and productive. Psychological safety grows when people see conflict handled well.
Do you offer services outside Brisbane?
Yes. While we are based in Brisbane, our training and facilitation programs are offered across Australia and New Zealand both in-person and online. We have also helped several overseas clients through online training and coaching.
How do I book conflict resolution services with Shiv Martin?
You can visit www.shivmartin.com.au to register for a webinar and read more about our services. Book a free 30-minute consultation here. or Reach out anytime
📧 Email: contact@shivmartin.com
📞 Phone: 0433 904 303
READY TO LEARN NOW? SIGN UP FOR OUR NEXT FREE WORKSHOP ON MANAGING WORKPLACE CONFLICT
Want better conversations in your workplace? Start with leadership.
At Shiv Martin Consulting, we support leaders with workplace conflict resolution skills training, team building, and mediation services. Let us help you build trust, communication, and a culture where people thrive - not just survive.
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.