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Upon completion of this workshop, participants would be able to demonstrate and apply mediation knowledge and skills which can enable them to perform their duties and handle various kinds of disputes/complaints effectively.

Target Audience
• Legal practitioners, service professionals, government officers, corporate executives, senior management, corporate communications managers and dispute resolution practitioners
• Anyone who wants to be trained in the skills for effective mediation of commercial disputes
• Anyone with an interest in enhancing their communication skills and conflict resolution skills for everyday use

Key Takeaways
1. Acquire knowledge and skills in mediation;
2. Reinforce their skills in engaging with customers and handling complaints and conflicts effectively/ daily;
3. Maintain positive attitude when handling challenging complaints and demanding clients;
4. Adopt a problem-solving mindset in managing difficult complaints;
5. Improve inter-personal skills and communication skills.

Course Description:

Key Principles of Mediation
• Definition, basic concepts and features of mediation;
• Theories and nature of conflicts;
• Approaches of conflict resolution;
• Overview of the advantages, application and limitations of mediation in social service settings.

Mediation Techniques, Strategies and Skills
• Roles and responsibilities of mediator;
• Mediation process and how to conduct:
 o Pre-Mediation meetings;
 o Mediation and negotiation sessions;
 o Formulate effective settlement arrangements.

Application of Mediation Skills in Complaint Handling
• Essential qualities and prerequisites of successful mediation;
• How to apply mediation in complaint handling in social services setting?
• Strategies and handling skills of clients and media.

Effective Communication and Negotiation Skills in Handling Complainant with Challenging Conversation and Negative Emotions
• Mediation and negotiation techniques, strategies and skills:
 a. How to build up trust and rapport;
 b. S.O.F.T.E.N. skills in mediation;
 c. Active listening techniques;
 d. Build up best alternative to negotiation;
 e. Build up worst alternative to negotiation;
 f. Reality testing;
 g. Paraphrasing/Reframing/Reflecting;
 h. Options generation skills;
 i. Deadlock and impasse handling;
 j. Effective handling of clients' emotions in high conflict cases.

Real Case Sharing
• Mediation case studies;
• Real cases sharing;

Coronavirus Containment Measure:
- To prevent the spread of Covid-19, we would like to request all event participants to wear a mask when attending the event.
- To minimise the risk of spreading the coronavirus, if you or a family member has been overseas within 14 days of this event, then we would like to request that you do not attend this event.
- To prevent the spread of Covid-19, food and beverages will not be provided during the event.
- Chamber staff will be conducting temperature checks at the premises.

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.

Speaker(s)

Albert So, Chairman, Hong Kong Mediation and Arbitration Centre

Honorary Professor, University Lecturer, Executive Committee Member of International Chamber of Commerce (Hong Kong), Accredited Mediator, Accredited Family Mediator, Arbitrator, Certified Anti-Money Laundering Specialist, Certified Financial Crimes Specialist, Member of Association of Certified Fraud Examiners, Honorary Legal Advisor of Tung Wah Group of Hospitals (Long Love Integrated Family Services Centre)

Legal Columnist; President of Law Society of One Belt One Road; Chairman of Wealth Succession Planning Association; 2018 Best Global Trust Lawyer

BEng(Hons); LLB(Hons); PCLL(HKU); PGCert(Cambridge); ExeEd(Harvard); MHKIoD; FHKMAAC; FHKIArb; FRAS, Fellow of International Bar Association; Honorary Legal Advisor

Language Cantonese
Date and Time 2021/12/16 09:00 to 12:00
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Janessa Cheng
Tel: 2823 1239
Email: janessa@chamber.org.hk
Fee Members @ HK$850 / Non-Members @ HK$1,050
+$50 for booking offline
This event accepts Chamber Coupon (terms and conditions)
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.

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