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.
Conciliation & Complaints Handling Training Options
Building capability in early resolution, conciliation, and high-quality complaints handling
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
We are proud to support teams from the following organisations.
• Government agencies • Ombudsman offices • Tribunals and commissions • Complaints and regulatory bodies • Public sector leaders and decision makers
Hi, Have we met?
I’m Shiv Martin, an accredited mediator, lawyer, trainer, and dispute resolution consultant based in Brisbane. I specialise in conciliation and complaints handling training for government, Ombudsman offices, regulatory bodies, tribunals, and public-facing agencies.
With over 15 years of experience in the public sector, I support teams to strengthen their dispute resolution capability, improve early resolution pathways, and manage challenging interactions with confidence. My work blends mediation and conciliation expertise with training design, administrative law, cross-cultural communication, and psychology-informed practice to meet the unique needs of government and regulatory contexts.
Whether your organisation needs practical conciliation skills training, guidance on best practice complaints handling, or support to design fair, consistent, and trusted dispute resolution systems, I work with you to create solutions that build confidence, clarity, and trust. I deliver programs in person and online Australasia-wide, from one-on-one coaching to large-scale capability and systems projects.
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.
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.
Trusted by Teams Across Australia
Client feedback from workplaces, government agencies and communities across Brisbane, Australia and New Zealand. Whether online or in person, from facilitated conversations to workplace team training, Shiv Martin Consulting has your conflict resolution covered.
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.