Why This Training Matters
Public sector agencies, Ombudsman offices, tribunals, and commissions face growing pressure
to resolve disputes quickly, fairly, and cost-effectively.
Frontline officers, conciliators, and leaders need the skills to manage complaints and guide parties
through conciliation and early resolution processes with professionalism and confidence.
At Shiv Martin Consulting, we deliver conciliation and complaints handling training designed for government
and regulatory contexts. Our programs blend legal expertise, mediation practice, and public service experience
to help your teams respond to complex disputes while maintaining procedural fairness and psychological safety.
Our Training Framework – The CURE Approach
Our signature CURE framework provides the foundation for all our training. It gives officers and leaders a clear, repeatable method for managing complaints and disputes.
C – Clarity of role and process
U – Understanding before responding
R – Responding, redirecting, and reality testing
E – Empowering and ending
This structured yet flexible approach gives your team the tools to handle complaints with confidence, fairness, and consistency.
Training Options
1
Conciliation Skills for Officers
Practical training in early resolution, active listening, reframing, and agreement-building.
2
Complaints Handling Essentials
Tools for frontline staff to manage persistent or complex complaints using the CURE framework.
3
Advanced Conciliation & Mediation
For experienced officers handling complex multi-party or regulatory disputes.
4
Leadership Coaching
Support for managers overseeing complaints and conciliation teams.
Not sure which option is right for you?
Why Choose Our Training
Conciliation Expertise
Led by nationally recognised conciliators and mediators with deep experience across government and regulatory settings.
Complaints Handling Skills
Practical, scenario-based workshops to build confidence managing difficult conversations, complainant behaviour, and early resolution.
Tailored to Your Context
Training customised to your agency’s legislation, frameworks, and community expectations.
Flexible Delivery
Delivered online, onsite across Australia, or blended to suit your workforce.
Learn About Our Conciliation Training
Who We Work With
• Government agencies
• Ombudsman offices
• Tribunals and commissions
• Complaints and regulatory bodies
• Public sector leaders and decision makers
Explore More: Conciliation & the CURE framework
On our blog & Linkedin we share free resources, tools and insights to support your work in conflict management, team building, leadership training and more!
What is the difference between Mediation and Conciliation?
Confused about whether you need mediation or conciliation? While both resolve disputes outside court, the differences could drastically impact your outcome. Mediators facilitate without advising, while conciliators actively guide and ensure legal compliance. Understanding which process fits your situation could save time, money, and frustration.
The CURE for Complaints Overwhelm
Overwhelmed by complaint backlogs and staff burnout? Shiv Martin's CURE approach transforms chaotic complaint handling into structured success. This four-step framework: Contain, Understand, Respond, Empower, combines mediation and coaching skills to help teams regain control, reduce backlogs, and leave complainants genuinely satisfied. Stop building bridges with toothpicks.
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Ready to Strengthen Your Team’s Skills?
Book a confidential discovery call today to discuss how we can support your staff with conciliation and complaints handling training using our proven CURE framework.
Call or Text 0433904303
Email contact@shivmartin.com
Free Introduction to Conciliation Guide.
Understand how conciliation builds trust
and resolves disputes faster.
Discover this essential dispute resolution process with Shiv Martin’s free guide. Perfect for beginners or practitioners refining their skills, it offers practical insights to navigate conciliation with clarity and confidence. Learn when and how to use conciliation effectively in workplace and regulatory settings.
Bruno - Senior Organisational Consultant | Altius Group
Shiv Martin is an exceptional dispute resolution expert with deep expertise across mediation, conciliation, coaching, legal advisory and workshop facilitation. I had the privilege to attend the advanced conciliation course facilitated by her. Her advanced knowledge and engaging teaching style consistently elevates professional skills. I highly recommend Shiv for anyone seeking high-impact training or support in conflict resolution.
Alex W - Associate Mediation Officer | NSW SBC
I highly recommend Shiv, whether as consultant, trainer, or practitioner, for her ability to bring together insights from across a broad spectrum of dispute resolution practice in both public and private sectors. Her training is energetic, engaging and accessible, and she speaks to all the ins-and-outs of dispute resolution systems at both the personal level and the organisational level.
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Mikki - Executive Manager | Master Builders QLD
If you're seeking a reliable partner to help navigate conflicts, improve team dynamics, or gain specialised training in mediation and conflict management, please reach out to Shiv Martin. Having worked with Shiv over several years, she offers tailored solutions and has a practical and engaging style. A wealth of knowledge and experience leaders and HR professionals can depend on.
Custom Conflict Resolution Services
We design tailored solutions to help your team manage conflict effectively, improving communication, trust, and team performance. From corporate workshops and leadership coaching, to team-based mediation and facilitated board meetings, we support workplaces across Australia to handle difficult conversations and build lasting solutions. Whether you're a government agency or private organisation, our custom conflict management services are designed to meet your team’s unique needs.