Handling Complaints and Disputes
Suggested learning time: approximately 80 minutes
This section provides highlights of the thematic seminars previously organized for school managers, focusing on handling school complaints and disputes through mediation. The content serves as a reference for SMC members to enhance their roles of governance.
Disclaimer
Views in the videos are purely shared by the speaker in his/her capacity. They are for reference only and should not be construed as legal advice or recommendation, which schools should obtain in each particular case if necessary.
Video 1
The Benefits of Mediation
(Speaker: Mr. Albert SO, Solicitor) (Chinese version only)
[Video length: about 14 minutes]
Video 2
The Soft Skills of Mediation
(Speaker: Mr. Albert SO, Solicitor and Ms. WONG She-lai, Shirley, former principal) (Chinese version only)
[Video length: about 2 minutes]
Video 3
Settling Dispute with School Staff
(Speaker: Mr. Albert SO, Solicitor and Ms. WONG She-lai, Shirley, former principal) (Chinese version only)
[Video length: about 12 minutes]
Questions
- Regarding the handling of conflicts between staff in the past, how can mediation be used to achieve a better result?
- If “mediation” is added to the school-based guidelines for handling complaints, do you think it will help to handle complaints and disputes? What are the reasons?
Suggested Follow-up Activities
Please read Guidelines for Handling School Complaints (Updated on 5.10.2023). [37 pages]
Please read EDB document "Reference materials on Mediation". [2 pages] CHI
Additional Reference Materials
- Department of Justice - “The Hong Kong Mediation Code”.
- Occupational Safety and Health Council - “DIY Kit on Prevention of Workplace Violence”.
- “Cap. 620 Mediation Ordinance” of the Laws of Hong Kong.