Learning & events

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

with Shiv Martin

25, 26 and 27 August 2021 | 12-2.30pm AEST | Online

Essential conflict resolution skills for public servants and regulatory organisationsDue to high demand, this masterclass series is back!

Dispute resolution practitioners working for government agencies and other publicly funded organisations 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 is influenced by an overlaying framework of legislation and public policy in a resource limited environment. Each of the following Masterclasses will focus on essential conflict resolution skills that promote fair, efficient and positive outcomes for all parties to a dispute or complaint in a public service context.

This masterclass is for experienced public service conflict resolution officers, complaints handlers and team managers. The three part workshop will build on some of the fundamental concepts in conflict resolution from the perspective of leading teams and process improvement. This Masterclass is ideal for conciliators and conference convenors in government agencies seeking to build their current skills and understanding.

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


Lesson Plan

Wednesday 25 August | 12–2.30pm AEST
Session 1 | Conflict resolution models and interest based negotiation

Understanding the advantages and disadvantages of different conflict resolution models (assisted negotiation, mediation, conciliation, arbitration and decision making). Exploring the conflict resolution models utilised by different Courts, Tribunal, Commissions, Authorities and Ombudsman organisations.

Understanding why interest based negotiation is the starting point for best practice in conflict resolution in the public service.

Thursday 26 August| 12–2.30pm AEST
Session 2 | Dealing with challenging conversations while ensuring fair processes | Managing expectation and setting limits to conversations in dispute resolution processes.

Developing an understanding of why certain communications can be more difficult due to vulnerability, an underlying psychosocial disability or cultural misunderstandings.

Understanding how to manage complex and difficult behaviours while ensuring a fair process and making reasonable adjustments.

Discuss the importance of policies and frameworks in providing your team with the right tools to manage difficult interactions.

Friday 27 August 2021 | 12–2.30pm AEST
Session 3 | Improving systems for conflict resolution. Tools for designing more effective conflict resolution processes.

We will look at how to use a stakeholder matrix for improving communications with key groups in conflict resolution processes.

How to audit and evaluate dispute resolution processes for continuous improvement.


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

Timing: Please note this session runs from 12–2.30pm AEST

Technology required: Zoom application, PC/laptop/tablet/smartphone, Internet connection, sound/speakers or a headset and an in-built microphone.