（右至左）領匯高級分區關係經理蘇康寧、分區關係經理陳少琼、楊恩頌及蔡少明擁資深物業管理經驗，擔當「和事老」角色，作為公司內外溝通橋樑，促進公司與社區大眾的和諧。
(Right to left) Senior Divisional Relationship Manager So Hong Ling, Divisional Relationship Managers Cecilia Chan, David Yang and William Choi possess extensive experience in property management, as they play the role of "mediator" in both internal and external communication for the company, building harmonious relationships between The Link and the communities.領匯物業組合內的地區關係工作，現分別由4位擁資深物業管理經驗的分區關係經理蘇康寧、蔡少明、陳少琼及楊恩頌主理，專門負責內外聯繫，發放公司信息，向相關持份者包括區議員、政黨、地區人士、商戶、居民等闡釋公司政策及理念，並收集他們對領匯的意見，再轉交相關部門及管理層進一步跟進。
楊恩頌將這個崗位比喻為消防處的「防火組」隊員：「我們全力協助商場經理及其團隊在危機未萌芽前先作部署，迅速採取行動，例如商場進行資產優化工程前，我們與物業管理團隊會向商戶、居民和地區人士耐心闡釋工程的理念及對整個社區帶來的正面效果，讓他們理解及認同我們的 工作，盡量減少地區阻力，讓工程能順利展開。」
出色的「防火組」隊員，不但要熟悉公司業務政策，亦要有敏銳的危機洞察能力。「一察覺有少許不對勁，就要立刻主動出擊，找有關人士商議，澄清和化解誤會，避免事件惡化，從而建立公司的正面形象。」陳少琼笑著說。
多聚會溝通 爭拗自然少
他們經常與議員、商戶代表等團體開會打交道，蘇康寧提到，要良好溝通，必須視對方為朋友，建立好地區網絡，接獲投訴，更要第一時間回應，「多聚會、少爭拗，要做到用心聆聽、如實反映、關懷社區。」
他們四人當年都是從房屋署轉到剛上市的領匯工作，既要兼顧公司利益，又要取得各方平衡，建立和諧社區，是最大的挑戰。惟他們異口同聲說，凡事以誠相待，便無往而不利。「我們並非『黃大仙』，亦難做到有求必應；但當遇到解決不到的事，都會向投訴人耐心解釋原因，他們也會明白及接受的。」蔡少明說。
溝通工作年終無休，私人時間亦要隨時候命。資歷最深的蘇康寧，自有一套顧家妙方：「某次政黨在周末舉辦活動，我帶了太太一同出席；商場有急事要我回去處理，我也會帶太太及女兒同去，她們逛商場，我辦工。」
這四位「和事老」都有近30年的物業管理經驗，見證屋證商場的變遷，大家共事多年，已建立默契，會不時互換情報，讓處理手法達到一致，統一公司對外形象。社區關係經理不易當，四位經理都異口同聲說，除了豐富的物管經驗，EQ（情緒商數）亦要高，才能勝任。
As The Link's various stakeholders have diverse interests and concerns, divisional relationship managers provide important channels for mediating in disputes, rallying community support, building harmonious communities and providing beneficial solutions for all parties. These managers oversee internal and external communications and deliver news and information about the company, in order to give a clearer view on the company's policies and philosophy to stakeholders, which include district councillors, political parties, community representatives, tenants and residents. They are also responsible for collecting stakeholders' opinions on The Link, and passing that information on to the relevant departments and management teams for follow-up actions.
Beyond a thorough understanding of the company's business strategies, an outstanding divisional relationship manager must have strong sensitivity towards crisis situations. They must also build extensive district networks, foster excellent communication skills and EQ and have experience in property management.
Meetings and Communication to Minimise Disputes
All the four divisional relationship managers left the Housing Authority and joined The Link as it became a newly listed entity. While attending to public interest, the managers also had the challenging task of achieving balance between all parties in the broader attempt to build harmonious communities. As they have witnessed the transformation of public housing shopping centres over the years, the managers have a fuller understanding of how things work best. They exchange information on a regular basis, which allows for consistency in handling all matters and maintaining the company's image.
難忘經歷逐個數
Memorable Experience
Memorable Experience
危機和糾紛很多時都因誤會而起，且聽聽4位出色的「中間人」，如何巧妙運用溝通藝術，化解爭拗。
Many crisis and conflicts often stem from misunderstandings. Let's hear from the four shopping centres "mediators" on how to resolve disputes with the art of communication.
Many crisis and conflicts often stem from misunderstandings. Let's hear from the four shopping centres "mediators" on how to resolve disputes with the art of communication.
爭取信任 加強溝通
Enhance Communication to Gain Trust
Enhance Communication to Gain Trust
靈活變通 兌現承諾
Flexibility and Fulfilling Promises
Flexibility and Fulfilling Promises
直接對話 消除芥蒂
Direct Dialogue for Close Relationship
Direct Dialogue for Close Relationship
耐心解釋 釐清誤會
Thorough Explanation for Clearing Misunderstandings
Thorough Explanation for Clearing Misunderstandings
蘇康寧
So Hong Ling
德田廣場資產提升工程進行期間，場內約有5至6個商戶受影響需要搬舖，他們要求賠償及減租；另外，因需要翻新商場外牆，工程期間會佔用了非領匯範圍屬該邨業主立案法團管理的地方；面對各項工程阻力，我於是相約有關代表見面溝通，包括協助商戶與租務部商討租務安排，與項目及發展部研究做好外牆翻新工程的防塵措施等，最終圓滿解決各方阻力，工程順利完成。So Hong Ling
During the Asset Enhancement Project of Tak Tin Plaza, a few tenants needed to be relocated and exterior renovation had to use areas that do not belong to The Link. After effective communication with various parties, the enhancement project was completed smoothly and successfully.
蔡少明
William Choi
彩園廣場原有的上落垃圾位置接近民居，常接到居民投訴有異味。為解決這問題，我們最終向房屋署借用了屋邨公用地方一個合適的位置，作垃圾上落點，並承諾每次上落垃圾後，安排清潔工人妥善清潔地方。多走一步，就能解決問題。William Choi
Choi Yuen Plaza used to have a garbage loading area located close to residential area. After communicating with the Hong Kong Housing Authority on this matter, we were able to borrow a public area in the housing estate suitable for garbage loading.
陳少琼
Cecilia Chan
一年多前，某商場因進行資產提升工程要調遷商戶，我們事先與商戶講解工程，後來再加入與區議員一同協商，透過多次接觸，直接對話，他們更了解工程內容和進度，令區議員及商戶都轉而支持有關工程，我亦與議員稔熟起來，可謂不打（交道）不相識。Cecilia Chan
With the communication with District Council members, we were able to minimise disputes and enhance trust from tenants to support our Asset Enhancement Project.
楊恩頌
David Yang
居民投訴商場天台的中央冷氣系統排氣口不時有熱氣噴向鄰近住宅，令居民不能入眠，區議員聯同居民發起簽名抗議行動。我們馬上到商場天台查察實際情況，發現所指並非事實，隨即邀約區議員及居民代表一同到現場作詳盡解釋。居民明白實際情況，加上看到我們的善意及誠意，以及積極的跟進行動，最終取得他們的認同及信任。David Yang
There were complaints about the air-conditioning exhaust port of shopping centre from nearby residents. We brought along District Council members and resident representatives to have on-site examination. Providing the most transparent information to different parties finally resolved the accusation and brought back harmony.
協助顧客尋回走失小孩、為長者找回遺失手袋及珍貴照片、及時替商戶進行緊急維修……顧客服務無小事。貼心服務、以客為本，是領匯的承諾。我們推出的「神秘顧客計劃」，旨在推動員工更投入工作，並提升服務質素及水平。評分計劃踏入第二年，領匯轄下16個分區商場服務水平正不斷提升， 2012年首回合的評核結果中，達優良級別的商場接近九成，數目更較上一回合增加一倍。
競爭令商場進步，與業界比對，領匯商場的整體評分均高於其他同類商場，尤其以顧客服務最突出，員工付出的努力得到肯定及回報。
第二回合評核已緊接展開，領匯率先將評核範疇擴展至員工對傷殘人士的服務質素，先導業界關愛傷殘人士，幫助他們進一步融入社區生活。
在7月3日舉辦的頒獎典禮上，領匯公布了2012年「神秘顧客計劃」首回合的評核結果，嘉許取得優異成績的商場及員工，激勵前線員工互相學習、永不止步，抱著「服務沒有最好，只有更好」的態度待客。
Attentive and customer-focused service is promoted by The Link. The Mystery Shopper Programme has been launched to promote staff engagement and improve service quality at the shopping centres. The Programme has entered its second year and the shopping centres of The Link's 16 clusters continue to better their service.
In the first-round assessment of 2012, near 90% of the shopping centres have been graded as "Good". This percentage doubles the previous round's grade. The Link will extend the Programme to cover customer services to the disabled, taking the lead in encouraging the industry to care for the needs of the disabled and making the community more inclusive.
At the award presentation ceremony on 3 July, The Link announced the results of the first-round assessment of 2012 and commended the shopping centres and individual staff members for out standing performances.
競爭令商場進步，與業界比對，領匯商場的整體評分均高於其他同類商場，尤其以顧客服務最突出，員工付出的努力得到肯定及回報。
第二回合評核已緊接展開，領匯率先將評核範疇擴展至員工對傷殘人士的服務質素，先導業界關愛傷殘人士，幫助他們進一步融入社區生活。
在7月3日舉辦的頒獎典禮上，領匯公布了2012年「神秘顧客計劃」首回合的評核結果，嘉許取得優異成績的商場及員工，激勵前線員工互相學習、永不止步，抱著「服務沒有最好，只有更好」的態度待客。
Attentive and customer-focused service is promoted by The Link. The Mystery Shopper Programme has been launched to promote staff engagement and improve service quality at the shopping centres. The Programme has entered its second year and the shopping centres of The Link's 16 clusters continue to better their service.
In the first-round assessment of 2012, near 90% of the shopping centres have been graded as "Good". This percentage doubles the previous round's grade. The Link will extend the Programme to cover customer services to the disabled, taking the lead in encouraging the industry to care for the needs of the disabled and making the community more inclusive.
At the award presentation ceremony on 3 July, The Link announced the results of the first-round assessment of 2012 and commended the shopping centres and individual staff members for out standing performances.
分區15 ( 寶達商場、秀茂坪商場、曉麗商場 )
Gold Award: Cluster 15 (Po Tat Shopping Centre , Sau Mau Ping Shopping Centre,Hiu Lai Shopping Centre)
金獎
曾獲2011/12 年度大獎，團隊的卓越表現繼續伸延，在第一回合評分中，無論是設施管理或顧客服務方面均達優良水平。
物業經理洪美美：「能夠持續維持好成績，真的要多謝全體分區15的同事及承辦商的保安、清潔員工。我們會繼續努力，用心服務顧客。」分區4 ( 富泰商場、建生商場、蝴蝶廣場 )
Silver Award: Cluster 4 (Fu Tai Shopping Centre,Kin Sang Shopping Centre, Butterfly Plaza)
銀獎
分區2 ( 天盛商場、天慈商場、天澤商場 )
Bronze Award: Cluster 2 (Tin Shing Shopping Centre,Tin Tsz Shopping Centre, Tin Chak Shopping Centre)
銅獎
優異獎
Merit Award
Merit Award
分區1：運頭塘商場、太和廣場、富亨商場
Cluster 1: (Wan Tau Tong Shopping Centre, Tai Wo Plaza, Fu Heng Shopping Centre)
分區11：竹園廣場、鳳德商場、慈雲山中心
Cluster 11: (Chuk Yuen Plaza, Fung Tak Shopping Centre, Tsz Wan Shan Shopping Centre)
Cluster 1: (Wan Tau Tong Shopping Centre, Tai Wo Plaza, Fu Heng Shopping Centre)
分區11：竹園廣場、鳳德商場、慈雲山中心
Cluster 11: (Chuk Yuen Plaza, Fung Tak Shopping Centre, Tsz Wan Shan Shopping Centre)
金獎 Gold Award：
寶達商場 Po Tat Shopping Centre銀獎 Silver Award：
天盛商場 Tin Shing Shopping Centre銅獎 Bronze Award：
富泰商場 Fu Tai Shopping Centre優異獎
Merit Award
Merit Award
竹園廣場、秀茂坪商場
Chuk Yuen Plaza, Sau Mau Ping Shopping Centre
Chuk Yuen Plaza, Sau Mau Ping Shopping Centre
得獎名單
曾玉蓮 (運頭塘商場)、陳曉陽 (天盛商場)、林欣 (雍盛商場)、香麗芳 (蝴蝶廣場)、
劉春蘭 (建生商場)、馮志強 (建生商場)、
劉瑞環 (葵芳廣場)、李鳳滿 (葵興商場)、
朱麗娟 (竹園廣場)、黃艷君 (慈雲山中心)、
李小玲 (寶達商場)、徐少華 (秀茂坪商場)、
曾肖銀(秀茂坪商場)>
前線人員的努力經營，令商場更多姿多彩，13名前線同事憑着其優秀的工作表現，脫穎而出獲得卓越服務人員大獎，其中來自葵芳廣場的劉瑞環，更是首位獲頒此獎的清潔承辦商員工，真切體現了待客以誠無分界。
The 13 frontline staff have won the Best Service Ambassador Award due to the excellent services they provide. Among the winners, Lau Shui Wan, who works at Kwong Fong Plaza, is the first employee of a cleaning service contractor who has won the award.
The 13 frontline staff have won the Best Service Ambassador Award due to the excellent services they provide. Among the winners, Lau Shui Wan, who works at Kwong Fong Plaza, is the first employee of a cleaning service contractor who has won the award.
頒獎禮首次找來多位前線物管、保安及清潔員工擔任司儀，展現員工多才多藝的一面。
For the first time, the frontline staff of property management, security and cleaning services took up the role of M.C. for the ceremony, showing their multifaceted talents that went beyond their usual daily work routines.
最動人服務時刻
九龍東、將軍澳及香港島分區的顧客服務經驗分享贏得最多歡呼聲， 成為頒獎禮上最動人服務個案。愛東商場一商戶負責人有一晚收舖時發現大門壞了， 無法上鎖，致電商場辦事處要求協助，但碰巧駐場技工正在休假。雖然如此，辦事處同事致電住在愛東邨的另一位技工明師傅，他雖然也正在休假，仍然義不容辭， 一口答應迅速趕往現場為該店維修大門， 令該舖當晚能如常上鎖， 獲商戶大力讚賞。
The Most Touching Moments九龍東、將軍澳及香港島分區的顧客服務經驗分享贏得最多歡呼聲， 成為頒獎禮上最動人服務個案。愛東商場一商戶負責人有一晚收舖時發現大門壞了， 無法上鎖，致電商場辦事處要求協助，但碰巧駐場技工正在休假。雖然如此，辦事處同事致電住在愛東邨的另一位技工明師傅，他雖然也正在休假，仍然義不容辭， 一口答應迅速趕往現場為該店維修大門， 令該舖當晚能如常上鎖， 獲商戶大力讚賞。
The customer service experiences shared by the Division of Eastern Kowloon, Tseung Kwan O and Hong Kong Island have won the most applause.
一分耕耘，一分收穫，領匯的佳績，全賴全體員工協力取得。我們剛推出「企業員工購股計劃」，就是希望可以與員工分享豐碩的業務成果，並肯定同事付出的努力。
該計劃資助合資格員工，於公開市場購買領匯基金單位，為員工提供多一種儲蓄選擇或退休保障，員工可自由選擇是否參與計劃。參與計劃的員工可以每季供款形式透過中國銀行（香港）在公開市場購入領匯基金單位，公司會按員工的年資及表現評級，按指定百分比資助員工供款。所購入的領匯基金單位將全數存入員工的個人投資帳戶內，並由員工全權自行管理及運用。
To recognise the contribution of the staff and to share the good results with the staff together, The Link has launched the "Employee Unit Purchase Plan", which will sponsor eligible employees who want to purchase units of The Link REIT in the open market. This serves as an additional option for saving or retirement protection for the staff.
該計劃資助合資格員工，於公開市場購買領匯基金單位，為員工提供多一種儲蓄選擇或退休保障，員工可自由選擇是否參與計劃。參與計劃的員工可以每季供款形式透過中國銀行（香港）在公開市場購入領匯基金單位，公司會按員工的年資及表現評級，按指定百分比資助員工供款。所購入的領匯基金單位將全數存入員工的個人投資帳戶內，並由員工全權自行管理及運用。
To recognise the contribution of the staff and to share the good results with the staff together, The Link has launched the "Employee Unit Purchase Plan", which will sponsor eligible employees who want to purchase units of The Link REIT in the open market. This serves as an additional option for saving or retirement protection for the staff.
公司安排多場員工簡報會，詳細介紹購股計劃。
The company has provided several briefings for the staff that explain the details of the plan.
The company has provided several briefings for the staff that explain the details of the plan.
領匯為前線員工提供培訓班，講述最新的服務指標、細則等，全面提升服務質素。
The Link provides training classes for its frontline staff. The training covers the latest service standards and terms, which serves to comprehensively enhance service standards.開辦前線人員培訓班
適應新服務要求
Training Classes for Frontline Staff to Meet New
Service Requirements
適應新服務要求
Training Classes for Frontline Staff to Meet New
Service Requirements
領匯全新的物業管理支援服務及物業管家服務合約已先後推出，新合約納入了不少新的服務標準及要求，以進一步提升服務質素及改善營運效率。為協助前線員工適應新服務要求，我們已先後開辦了14堂培訓班，約240名物業管理部門同事出席，另外亦開設多個針對承辦商員工的培訓班。培訓班讓前線員工掌握新的服務指標、細則、以及承辦商評核制度的流程，並透過案例研究和角色扮演，進一步實踐，令履行新合約時更順暢。出席員工對進一步提升服務質素都有新的體會及理解。
To help frontline staff adapt to new service standards and requirements of Property Management Support Service and Housekeeping Service Contracts, we have organised a total of 14 training classes for around 240 team members from the Property Management team. In addition, there were designated training classes for contractors' employees, which gave frontline staff a thorough understanding of the new service requirements, terms and procedure of assessment of contractors. This will facilitate the fulfillment of new contracts.
領匯精英學堂校長余小蓮（右）接受理大建築及房地產學系系主任沈岐平教授頒發感謝狀。
Principal of The Link Staff Academy, Ms Irene Fisher (right) receives certicate of appreciation from Professor Geoffrey Shen, Head of Department of Building and Real Estate, The Hong Kong Polytechnic University.領匯參與理大「校企協作教育」招攬未來業界精英
The Link Joins PolyU's "Worked-Integrated Education" to Recruit Future Talent
The Link Joins PolyU's "Worked-Integrated Education" to Recruit Future Talent
領匯剛參與了香港理工大學的「校企協作教育」計劃，為該校的建築及房地產學系學生，提供工作實習機會。領匯精英學堂校長余小蓮說：「計劃令我們與本港大專院校建立更緊密的聯繫，亦加強了我們在招聘市場的競爭力，及早招攬表現優秀的學生，為公司未來的持續發展培養人才。領匯亦希望為培育未來社會棟樑，盡一分力。」 此外，領匯亦已與香港大學及香港城市大學訂立合作協議，為建築、測量及物業管理等相關範疇學系的學生提供工作實習機會。
The Link has recently joined the "Worked- Integrated Education" scheme by The Hong Kong Polytechnic University, as the company offers internship opportunities for students from the Department of Building and Real Estate. We have also signed cooperation agreements with the University of Hong Kong and City University of Hong Kong, providing internship opportunities for students majoring in architecture, surveying, property management and other related disciplines.
在量米遊戲中勝出的清婆婆幾乎百發百中，徒手取出指定份量的米，她笑說全靠多年做飯經驗「取勝」。
Ms. Ching won almost every game in the rice-measuring contest.領匯義工隊首次夥大學生與北區長者歡度周日
First Collaboration between The Link's Volunteers
and University Students
First Collaboration between The Link's Volunteers
and University Students
領匯義工隊於5月20日首次聯同中文大學及嶺南大學的大學青年會合辦「耆緣樂聚」活動，23位來自不同部門的領匯義工參與，跑到上水與約70名長者共度周日，義工們除了與長者共享豐富午餐，還一同玩遊戲。
For the first time, The Link joined with the YMCAs of Chinese University of Hong Kong and Lingnan University to co-host the "Fun Day with the Elderly," a Sunday event that saw the participation of 70 elderly residents from Sheung Shui.
得獎保安員領取獎狀，接受嘉許。
The award winning security guards received their certificates and accompanying accolades.14名停車場員工 獲最佳保安員獎
14 Car Park Security Guards Win Best Security Guard Awards
14 Car Park Security Guards Win Best Security Guard Awards
來自粉嶺祥華停車場的保安員余仲偉，在「2011年度新界北總區最佳保安員選舉頒獎典禮」上獲得最高榮譽的「最優秀十佳表現獎」。另外，我們亦有13位停車場保安員同事分別獲得「2011年新界北總區最佳保安員傑出表現獎」及「2011年新界南總區最佳保安員優秀保安員獎」。
Car park security guard Yu Chung-wai from Cheung Wah Car Park received the highest honour of "The Top 10 Outstanding Security Guard Award" in the New Territories North Region Best Security Services Awards 2011, while the other 13 car park security guards were also awarded.