Learning & events

Masterclass series: Dispute Resolution skills for the public and community service sectors

with Shiv Martin

Monday and Tuesday 9 and 10 August | 9am - 4pm AEST | Brisbane

A masterclass providing essential skills and expertise required to succeed in conflict resolution in public service roles designed and delivered by Shiv Martin.Overview

Dispute resolution practitioners working for government agencies face unique challenges and opportunities. In addition to understanding fundamental mediation skills, they must also be skilled in negotiation, complaints management and stakeholder relations. Their work requires the ability to understand and work within what is often a complex framework of legislation and public policy. Public service conflict managers are instrumental in maintaining public confidence in government as they deliver fair and timely outcomes. Public servants routinely juggle a high workload environment, with limited resources, challenging stakeholders, and policy constraints.


This two-day masterclass is aimed at public servants who are seeking to consolidate and extend their skills in public service conflict resolution.

The two-day face to face masterclass is designed to deliver the following outcomes:

  • Understanding the advantages and disadvantages of different conflict resolution models (assisted negotiation, mediation, conciliation, arbitration and decision making).

  • Understanding how to build trust and rapport with users of your services

  • Exploring the conflict resolution models utilised by different Courts, Tribunal, Commissions, Authorities and Ombudsman organisations.

  • Exploring the principles of procedural fairness and natural justice as they apply to conflict resolution.

  • Identifying and managing different sources of power imbalances.

  • Demonstrating practical skills for communication with challenging stakeholders

  • Building expertise in designing better systems and building teams for effective and efficient conflict resolution.

In addition to learning from the trainer and guest speakers, masterclass participants will also have the invaluable opportunity of connecting and learning from each other, as experienced public service conflict managers.

Please complete this form if you would like a tailored training for your organisation.

About the presenter

Shiv Martin

Shiv is a nationally accredited mediator, lawyer, statutory decision maker and certified trainer. She has engaged in complex dispute resolution in the government and legal sectors for over 10 years. As a trainer, Shiv has a unique and diverse set of expertise in Law, Management, Adult Education and Mediation.

Shiv is currently an Assistant Information Commissioner, Queensland. In this role she makes statutory decisions on the information and privacy rights of individuals, corporations and government entities. Shiv also runs her own practice, Integrative Conversations and conducts private mediations and conflict resolution training.

As a Conference Registrar for the Administrative Appeals Tribunal, Shiv conducted conferences and conciliations in a broad array of public sector disputes including tax, worker’s compensation and disability support (NDIS matters) and social services complaints.

As an experienced community mediator, Shiv has a keen interest and skill in conducting cross-cultural and intergenerational mediations. She is an active member of the South Queensland Dispute Resolution Centre where she continues to train, coach and assess aspiring mediators for Mediator Accreditation.

Shiv’s greatest area of strength and passion is training and coaching in dispute resolution. She has taught students of the University of Queensland and Newcastle University. She has also trained many public service decision makers in negotiation skills and strategy.

Shiv also advises organisations on designing and implementing appropriate policies, systems and practices around effective conflict resolution and complaints handling. Most recently, Shiv has partnered with MODRON in introducing and supporting dispute resolution practitioners in transitioning to online dispute resolution platforms. Some of the organisations that Shiv has trained for include:

  • Office of the Information Commissioner (Qld)
  • Administrative Appeals Tribunal
  • Australian Financial Complaints Authority
  • High Conflict Institute
  • Resolution Institute
  • Department of Justice and Attorney General (Qld), Dispute Resolution Branch
  • Ombudsman South Australia
  • Newcastle University; and the
  • University of Queensland