Module Code 單元編號 EDA5092 Module Title 單元名稱 COMPLAINT MANAGEMENT FOR KINDERGARTENS: COMMUNICATION AND MEDIATION 幼稚園投訴管理：溝通與調解 Module Synopsis 單元概要 This course aims to examine complaint management in kindergarten settings. The basic notion and skills of communication and mediation will be introduced to support participants to construct a school-based mechanism to handle conflicts and complaints on the basis of procedural justice, openness and fairness. This course provides opportunities for participants to identify strategies and explore resources to prevent and manage school complaints, such as evidence collection and record keeping, media handling, and a whole school approach to complaint management. It also emphasizes the practice of skills involved in the process of communication and mediation. Participants will revisit their previous experiences and school policies in handling complaints with reference to the new knowledge and skills gained from this course.