Learning & events

Online Masterclass Series : Dispute Resolution skills for the public and community service sectors | Session 5

with Shiv Martin

3 December 2020 | 12.00 - 1.30pm AEDT | Online

Designing systems and teams for conflict resolution

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.

In this session, we will discuss the importance of designing the right systems and workflows for best practice conflict resolution. The training will include discussion about effective intake conversations as well as using policies and information resources to enhance your dispute resolution processes. We will look at practical tools that are available to help us analyse the success of our dispute resolution processes and then look at opportunities for systemic 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 12pm - 1:30pm (AEST)

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