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This course aims to enhance participants' professional interpersonal and communication skills in handling customer complaints, transforming complaints into win-win situations. It is open to employers, human resources personnel, or anyone currently employed.

Content:
Common Types of Employment Disputes
․ Case studies on job applications, workplace injuries, extended sick leave, employee performance, immediate dismissal, discrimination, workplace bullying, sexual harassment, 4.18 requests, commission and bonus disputes, personal data privacy issues, CCTV, employee negligence, and post-termination restrictive covenants.
․ Can employees refuse job opportunities before starting?
․ Challenges faced by the Labour Tribunal and the Equal Opportunities Commission (EOC) in handling complaints.
․ How to deal with challenging employees and customers?
․ Attitudes and communication skills in handling complaints.
․ Tools and techniques for preventing conflicts and handling complaints.

Application of Alternative Dispute Resolution and Arbitration Skills in Complaint Handling
․ Advantages and limitations of arbitration: exploring arbitration as an option for resolving employment disputes, compared to mediation.
․ Role and process of arbitration: understanding the basic steps of arbitration and its application in real cases.
․ Successful arbitration strategies: how to prepare for and participate in arbitration to ensure the best outcomes.
․ Synergy between arbitration and mediation: how to leverage both methods' advantages in certain situations.
․ Latest Mediation Topics and News Updates
․ The Rise of Digital Mediation Platforms: exploring how new technologies facilitate the convenience and efficiency of online mediation.
․ Environmental and Sustainability Considerations in Mediation: discussing how businesses can consider environmental responsibilities during the mediation process and develop sustainable solutions.

Managing Different Types of Complaints and Frivolous Complaints
․ How to develop effective strategies for handling emotions from different complainants in the workplace?
․ Common issues and case studies in handling frivolous complaints.
․ How to ensure the effectiveness of mediation outcomes:
– Confidentiality principles.
– How to draft employment policies, codes of conduct, and employment contracts to avoid complaints.
– Legal issues when formulating solutions and drafting settlement agreements.

Legal Protections under the Mediation Ordinance (Cap. 620) and the Apology Ordinance (Cap. 631)
․ How to say "sorry" without admitting legal liability for the employer?
․ Legal protections for "apologies" under criminal, civil, and disciplinary proceedings.

Advanced Communication Skills for Handling Challenging Conversations and Negative Emotions from Complainants
․ How to build trust and rapport.
․ Advanced S.O.F.T.E.N. techniques for labor disputes.
․ Active listening skills.
․ Establishing common ground.
․ Reality testing.

Live Case Demonstrations
․ Real case sharing (including court cases from the Labour Department, Labour Tribunal, Privacy Commissioner for Personal Data, Equal Opportunities Commission, employee complaints, and employment disputes).
․ Live demonstrations.
․ Role-playing and discussions.

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DISCLAIMER
Speakers' presentations at this event are intended for educational purposes only and do not replace independent professional judgment. Statements of fact and opinions expressed during this event are those of the speakers and participants and, unless expressly stated to the contrary, are not the opinion or position of the Hong Kong General Chamber of Commerce, its members, or its committees. The Chamber does not endorse or approve, and assumes no responsibility for, the content, accuracy or completeness of the information presented. Attendees should note that, with the approval of speakers, this event may be recorded, and possibly published on the Chamber's website in audio and/or video formats without further notice.

Recording, duplication or distribution of the contents of the online event is prohibited without prior written permission from the Chamber.

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Speaker(s)

Professor Albert So, Chairman, Hong Kong Mediation and Arbitration Centre

Prof Albert So is the Chairman of the Hong Kong Mediation and Arbitration Centre and a practicing solicitor of the High Court of Hong Kong, as well as a fiat court prosecutor for the Department of Justice. He obtained his bachelor's degree in laws at The University of London, and completed postgraduate studies in laws at both The University of Hong Kong and The King's College London. He received his professional postgraduate education in civil law, business and finance at The Tsinghua University, University of Cambridge, University of Oxford and Harvard University (John F. Kennedy School of Government). Prof So is an Adjunct Professor and guest lecturer for several universities in Hong Kong. He is also a legal columnist and programme director for various law and mediation programmes. His professional qualifications include Accredited General Mediator, Accredited Family Mediator, Arbitrator, Certified Anti-Money Laundering Specialist, and Certified Financial Crime Specialist. Additionally, he serves as the Honorary Legal Advisor for the Hong Kong Life Insurance Practitioners Association, Legal Advisor for Hong Kong Scout Association, and Honorary Advisor for the Outstanding Students' Union of the HKSAR Region.

Before joining the legal profession, Prof So was a key member of a regulatory authority's prosecution team, responsible for conducting criminal investigations, handling litigation, and managing disciplinary-related professional proceedings. His numerous roles also include Honorary Legal Advisor for the Correctional Services Officers' Union, Legal Advisor for the Immigration Assistants Union, Honorary President of the Southern District Fire Safety Ambassador, and Honorary Major of the Hong Kong Air Cadet Corps. Prof So is also a Special Legal Advisor to the Embassy of the Central African Republic in China and was awarded the Most Outstanding Trust Lawyer Award in 2018.

Language

Cantonese

Date and Time

2025/09/05 09:30 to 17:30

Venue

Chamber Theatre, 22/F United Centre

Media

Closed to media

Enquiries

Sam So
Tel: 28231213
Email: sso@chamber.org.hk

Fee

Members @ HK$2,000 / Non-Members @ HK$2,500
+$50 for booking offline
Members enjoy 30% discount with BOC HKGCC VISA Card

Notes

- Bookings are only confirmed upon receipt of payment, on a first come first served basis.
- Booking transfer is allowed for corporate members with advanced notice, walk-ins are normally not accepted.
- The Chamber reserves the right to decline any booking or cancel the event. In such case, a full refund of the participation fee will be issued.
- No refund will be made for last minute cancellations or no-shows. If the booking is cancelled at least 7 days before the event, and in such cases the refund will be subjected to a 10% administration fee, or HK$100 deduction, whichever is higher.
- Members paying with their BOC HKGCC Visa Card will enjoy a 30% discount on their reservation. The discount is only applicable to the card holder, and does not extend to their guests. The discount cannot be used in conjunction with Chamber Coupons.
- A $50 handling fee per person will be charged for all offline bookings (e.g. fax, e-mail, post) for all Chamber events. Go online today by downloading our app or registering on the HKGCC website to save the environment and money.
- Priority is given to corporate members. The decision to accept or decline any booking shall be at sole discretion of the Chamber.
- Participants agree to indemnify the Chamber and the hosting party all liabilities for property damage, physical injury or death in relation to this event. Participants are advised to take their own insurance against all risks.

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