Public Training

Mediation for Consumer Dispute

(Course Code: CS180718)

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Date: 2018.07.18 (Wed)

Time: 9:30am - 5:30pm

Venue: CED School of Business (3/F., 210 Java Road, North Point, H.K.)

Language: Cantonese with English terminology

Fee: HK1900/*HKD1700

*Discount for payment settled on or before 27 June 2018, or 3 enrolments apply together.

 

Introduction

Retail business nowadays is tough, consumer expectation is high, customers coming from all over the world not only bring good business, but also increase the potential of cultural conflicts. The growing culture of complaints post a great risk on the company’s reputation if disputes are not handled quickly and effectively. Effective dispute management will require the use of communication skill sets which has been deployed in mediation. Learning to leverage these skills will be crucial for company to prosper.

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Who Should Attend

Human resources professional, management executives and frontline staff who wish to know more about the application of mediation skill set in the context of consumer dispute resolution.

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Program Objectives

• To understand mechanism behind consumer disputes;

• Skill sets to handle consumer disputes;

• Understanding mediation meetings.

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Workshop Content

• Consumer Disputes

  • Overview on service and complaints;

  • Expectation and reality.

• Mediation skill set at a glance

• Application of Mediation skill set - Handling consumers onsite

  • To let out: Active Listening;

  • Handling emotion: Showing Empathy;

  • Understand more behind the curtain: Questioning Skills.

• Application of Mediation skill set - Reaching solutions

  • Facilitate communication: Paraphrasing, Perception check and Summary

  • Non-violent communication: Reframing;

  • Working on solutions: Reality Test;

• Arrangement of Mediation meeting - Seeking help from professional

  • Role of Mediators;

  • Arrange mediation meeting;

  • Mediation meeting rules and procedures

​

Methodology

Lecturing, group discussion, case studies, and presentation

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Course Facilitator

William Cua

An experienced professional trainer in business areas and entrepreneurship, William Cua is an Accredited Mediator with years of experience in mediation services and related training.  He is also the founding external vice-president of NGO Peer Mediation Power and have been active in community service through providing trainings in communications and mediation skills to teenagers and adults alike.

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Enquiry
Tel: 2153 9887
Email: training@ced.edu.hk

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