Identification of mediation skills that can be used in housing management : a study in the public sector

Abstract

The main aim of the Housing Department is to provide quality services to tenants and owners of public housing estates which include Public Rental Housing and Subsidized Home Ownership Housing. This dissertation is confined to study on the areas of direct-managed Public Rental Housing and Home Ownership Scheme Courts of which the property management duties are delegated to the Property Management Agents. Under this mode, the Housing Department is responsible for property and tenancy management of Public Rental Housing, the ownership management of owners as well as on the carving-out areas of the Home Ownership Scheme Courts. Following the rising demand of the residents/owners, the role of housing manager has changed from a mere service provider to both a service provider and a negotiator. By experience, most housing managers are using conciliation and negotiation skills for dispute resolution in housing management. If complaints are not solved in the frontline, the complainants may escalate the issues to the higher level which will involve more follow-up actions and damage the harmonious relationship with our customers. Therefore, it is essential for housing managers to improve their communication and negotiation skills. Surely, their management work will be smoother if they can work with the residents/owners in harmony.

On the other hand, mediation is a negotiation process which is considered as one of the best Alternative Dispute Resolution methods. Mediation is conducted by an impartial third party, the mediator, to resolve parties’ disputes. Mediation process can provide a platform for the disputing parties to focus on perception and communication. Mediator will facilitate the parties to choose the most suitable options generated by them for dispute settlement which results in a win-win situation. In this way, relationship between the disputing parties can be improved. Nowadays, housing managers also have the aim to maintain harmonious relationship with residents/owners. While I expect that housing managers are using some of the mediation skills but not all, I would like to explore the types of mediation skills which can be used in housing management in the public sector.

From the empirical literature review, I have introduced the development of mediation in different countries and Hong Kong and also the development of housing management in the public sector in Hong Kong. In the conceptual context, I have introduced mediation process, mediation skills and the core features of mediation. I have also explained the dispute resolution skills used by housing managers in the daily management. It is noted that there are common skills used by both the mediator and the housing manager. Therefore,