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BWP120 - Certificate in PDP on Communication, Mediation and Complaint Management
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Certificate in PDP on Communication, Mediation and Complaint Management
Programme Code BWP120
Mode of Study Full-time Block Release
Duration 5 Weeks
Venue North Point Study Centre
Programme Co-ordinator Dr Leung Wing Tat
Programme Enquiries Miss Kong 2948 6869

Programme Aims

This programme aims to explore ways to benefit all those involved and build a fair, just and open system for managing complaints at school. On completion of this programme, participants are expected to:

  • strengthen skills in working collaboratively with parents in education contexts with emphasis on home-school cooperation and effective communication with parents of different backgrounds;
  • enhance the knowledge about legal matters in relation to handling of school complaints; and
  • identify strategies of complaint management in schools and develop mediation skills based on practical experiences in resolving school complaints.

Programme Structure

The programme comprises the following three courses of 3 credit points each:

Parent-School Partnerships

This course focuses on theory, research, policy and current practice in parent-school partnerships in Hong Kong and other countries. It examines the challenges of different types of collaborative partnerships and the delivery of effective partnership programmes to facilitate parent-school cooperation in the changing society. This course also aims at introducing skills in working collaboratively with parents in education contexts with emphasis on home-school cooperation and effective communication with parents of different backgrounds.

School Complaint Management

This course aims at exploring legal matters and mediation skills in relation to handling school complaints. In addition to case analysis, such strategies as evidence collection and record keeping, media handling, prevention of complaints and a whole school approach to complaint management are to be shared by experienced lawyers, mediators, principals and/or teachers. This course examines the concept of school-based management and its application with regard to the complaint handling mechanism. It also introduces different complaint channels, such as the Legislative Council, the Independent Commission Against Corruption, the Office of the Ombudsman, the Equal Opportunities Commission and the Office of the Privacy Commissioner for Personal Data.

Mediation for School Complaints

This course introduces participants to the basic notion and skills of mediation through case studies and hands-on experiences. It emphasizes the practice of skills and strategies involved in the process of mediation. Participants would revisit their previous experiences in handling school complaints in light of the new knowledge and skills gained from this course.

Medium of Instruction

The medium of instruction is mainly Chinese (Cantonese) and will be supplemented by English where appropriate.

Programme Duration

Cohort(s) Period of Study
1 15 April to 18 May 2024

Entrance Requirements

To be eligible for admission, applicants should be:

  • in-service teachers, middle leaders and vice principals in primary, secondary and special schools, preferably those responsible for student guidance and discipline and managing school complaints; and
  • recommended by school principals.

Remarks: Each school can recommend more than one teacher.


To be awarded a Certificate of Completion, participants must obtain a pass in all assessment tasks required and successfully fulfill the attendance requirements as stipulated by the programme.

Other Information

This Government-funded programme is supported by the Education Bureau (EDB). Schools which release teachers to take this programme are eligible for supply teachers, if deemed necessary. Government and aided schools shall contact the EDB for detailed arrangements. Private and DSS schools shall make their own arrangements for the employment of supply teachers.

Participants who complete our PDPs are eligible to apply for credit transfer if they enroll in our postgraduate programmes. Their applications will be considered on an individual basis.

Every effort has been made to ensure that information contained in this website is correct. Changes to any aspects of the programmes may be made from time to time due to unforeseeable circumstances beyond our control and the University reserves the right to make amendments to any information contained in this website without prior notice. The University accepts no liability for any loss or damage arising from any use or misuse of or reliance on any information contained in this website. Any aspect of the course and course offerings (including, without limitation, the content of the course and the manner in which the course is taught) may be subject to change at any time at the sole discretion of the University. Without limiting the right of the University to amend the course and its course offerings, it is envisaged that changes may be required due to factors such as staffing, enrolment levels, logistical arrangements and curriculum changes.

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