Why This Training Matters
Do you deal with challenging and unreasonable demands, behaviour or communication at work?
Do your team members or clients need support managing challenging interactions?
Do some of your clients/ customers/ participants/ staff need a different approach to communication?
Difficult interactions can undermine safety, fairness, and trust if not handled well.
In this training participants will learn structured approaches that:
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protect wellbeing
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manage risk
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and support inclusive workplaces
Course Options Overview
This training blends dispute resolution practice, psychology, neuroscience, and legal frameworks.
A unique integration that ensures participants walk away with skills that are practical, safe, and compliant.
Learning Outcomes
By the end of the course, participants will be able to:
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Manage challenging conversations using safe and respectful communication techniques.
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Apply mediation and negotiation strategies to resolve disputes fairly.
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Recognise the psychological and neurological drivers of conflict and respond appropriately.
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Strengthen team culture and inclusivity by creating safe environments for dialogue.
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Understand legal and organisational obligations in managing risk, including fairness and procedural compliance.
Shiv Martins is a Lawyer, mediator, and trainer with over 15 years’ experience in workplace conflict resolution.
Shiv works with Australian and Brisbane based organisations and individuals training them to better engage with challenging and unreasonable conduct.
Her training and coaching in this space is inclusive, safety focussed and guided by principles of fairness and open communication.
By ensuring all training and coaching services are informed by up to date research in mental health, Shiv provides training and advice that has been demonstrated to manage and reduce the impact of unreasonable and challenging conduct in a broad range of workplace dispute contexts.
Who Should Attend?
For professionals managing challenging workplace interactions.
HR professionals and people managers seeking to ensure safe and inclusive workplaces.
Complaints handlers and frontline staff who must manage escalated or high-risk conversations.
Leaders who want to strengthen team resilience, psychological safety, and procedural fairness.
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How valuable was the content of this event to you?
In many ways it was a refresher however I was able to take away some gems of information that I will be putting into practice. - Training participant March 2024
Very valuable - Training participant March 2024
How would you the rate the style and delivery of the event and facilitator?
Exceptional - Training participant March 2024
Exceptional - Training participant March 2024
Additional comments
Shiv was able to draw on a range of examples which made the learning experience that much more useful. - Training participant March 2024
You have a great range of training choices. - Training participant March 2024
What Makes This Course Different
Safety
Shiv’s training prioritises safety, equipping participants with evidence-based strategies to manage challenging conduct while protecting wellbeing and meeting legal risk obligations.
Inclusion
Skills are taught through an inclusive lens, highlighting reasonable adjustments and awareness of underlying mental health factors behind challenging or unreasonable behaviours.
Self Awareness and Self Care
Every session begins and ends with reflection, fostering resilience, self-awareness, and sustainable practices for managing difficult conversations and workplace conflict.
Practical Skills
Through interactive workshops, case studies, and coaching, Shiv delivers customised, practical tools that participants can immediately apply in real workplace contexts.
Do you feel you have the skills but your policies and processes let you down?
Or do you simply not have the resources (time) to get it right?
Working with challenging conduct is an inevitable part of dispute resolution across regulatory bodies, public service, HR, and complaints handling.
As a mediator, lawyer, and government decision maker, Shiv Martin brings an inclusive, evidence-based approach. With input from clinical mental health expertise, this workshop equips practitioners with essential skills, knowledge, and strategies to manage difficult behaviour and build resilience.
Shiv has trained HR teams, government agencies, tribunals, and regulatory bodies in practical approaches to challenging interactions and workplace conflict.
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What factors determine the booking of mediation services and how do you ensure the best chance of resolution in diverse dispute contexts?My mediation services can be booked according to the size of the dispute at hand. I have successfully managed complex multi-party disputes spanning a number of days, and short mediations of 90 minutes. Each dispute and each party has unique needs and I will work independently with all parties and legal representatives to design the most appropriate process to ensure the best chance of resolution. I am experienced at mediating across cultures, generations and dispute contexts.
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What is your background and experience in mediation and conciliation services?After over a decade as a full-time panel mediator, conciliator, decision maker and team manager for various government agencies, Commissions and Tribunals, I am now offering my mediation and conciliation services privately. I am highly experienced in managing a diverse range of disputes and adapt a flexible mediation approach following considered pre-mediation discussions with parties and their legal representatives.
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What qualifications and experience do you bring to the table as a mediator and mediation accreditation training assessor?As an experienced Mediator and Recognized Mediation Accreditation training and assessor I bring to the table a high level of emotional intelligence, the technical skills of a lawyer (Over 10 years PAE) and a depth of cross-cultural and intergenerational conflict experience. I am also skilled in Mental Health First Aid and understand the importance of managing emotions and relationships in effectively managing disputes.