top of page

The Conciliator’s Handbook

A practical guide to resolving conflict within legal and regulatory frameworks.

Why this book?

The Conciliator’s Handbook is a useful resource for anyone who is working in a conflict management role and is seeking practical guidance and process tips. It addresses the 'how' of effective dispute resolution.


This book will explain to you how to use the conciliation process to resolve disputes while also ensuring compliance with legal and regulatory obligations. If you are curious about conciliation as a dispute resolution model, then this book will tell you all you need to know about how conciliation is practiced across a broad range of industries and jurisdictions.

It is a must have resource for early resolution and complaints management officers. Conciliation is also a process that can be adapted by investigators, arbitrators and adjudicators to promote consensus between parties to a dispute, even where a decision needs to be issued and enforced.

Conciliation is a process of dispute resolution where an independent third party assists the resolution of the dispute by facilitating one or more conversations aimed at helping disputing parties to:

  • understand each other’s needs and interests

  • develop an awareness of relevant legal obligations and rights; 

  • manage time and regulatory objectives

  • reach agreements by consensus.

It is an adaptable form of dispute resolution, where both the interests and rights of parties to a conflict can be discussed and considered in reaching an outcome.

Who is this book for?

This book is ideal for mediators, conciliators, complaints officers, case managers and review officers.

It is aimed at individuals whose day to day work involves managing disputes within regulatory or legal frameworks.

It is written for dispute resolution professionals at all stages in their career, but is the perfect induction companion for newstarters.

Conciliation, as a distinct process, is mainly practiced in government and regulatory organisations such as Ombudsman offices, Integrity Commissions, Civil and Administrative Tribunals and Statutory Authorities. For staff of these organisations, this book is a must have.

This book is also extremely useful for human resource professionals, complaints and relationship managers, and community sector works who are seeking to build their capacity to manage conflict, and build stronger relationships while still ensuring compliance with legal frameworks.

Anchor 1
Why is this book a good investment?

This is the book that tells every dispute resolution officer what they need to know on their first day on the job as a conciliator or complaints manager.

It provides a step by step, how to guide for delivering a dispute resolution process. It is also an essential reference book for managers and experienced practitioners in this space as it provides clarity on process, and insights into advanced skills and challenges in dispute resolution. It is an easy to read book that is written more like a manual, or how to guide, and can be used as a quick reference point in your day to day conflict practice. It is written to be read from any chapter, and as needed. The book also includes case studies and examples of conciliation in action.

What is covered in this handbook?

Contents Overview:
  1. Introduction - Why Conciliation?

  2. Understanding different approaches to conflict and adapting the process to fit

  3. Is conciliation the right process for the dispute? (How do assess whether a dispute is suitable for conciliation)

  4. The conciliation process - understanding and meeting the objectives of each stage of the conciliation process (an A-Z guide of how to deliver a conciliation process, from preparation to agreement forming)

  5. The conciliators toolkit - tips, tricks and insights (identify the particular technical skills and soft skills required for an effective conciliation)

  6. Ethical challenges

  7. Conciliation in action - snapshot of the practice of conciliation in different organisations (understanding how the practice of conciliation can be adjusted to the meet the needs of different jurisdictions)

  8. Building resilience in conflict work (self care and continuous improvement and development for conciliators)

The Conciliator's Handbook is designed to be read in less than four hours, and includes checklists and case studies for quick reference

We hope for this book to be available for purchase before September 2024. I am providing early copies to some of my clients

If you are interested in an early copy of this book please complete the form below.


Thanks for submitting!

bottom of page