Foundations of Organizational Ombudsman Practice
This course covers the fundamentals of the organizational ombudsman role by emphasizing the principles of confidentiality, neutrality, independence, and informality. Learn how to work with the visitor to the office as well as how to act as a change agent within your organization. Practice key ombudsman skills of listening, asking questions, clarifying, generating options, and moving to actions throughout the ombuds process. In addition, an experienced and highly committed faculty of ombudsmen will share best practices around setting up an office and evaluating and communicating
the effectiveness of the office.
Mediation Theory and Skills for the Organizational Ombudsman
This highly interactive mediation course is designed to provide a theoretical and practical overview of the formal mediation process and mediator skills as they relate to an ombuds practice. Ombuds are often called upon to facilitate difficult conversations between members of their community. In this neutral role, an effective ombuds supports the face-to-face-efforts of each visitor to give voice to his/her concerns and interests and to understand those of the other in order to gain clarity about a productive outcome for both. While an ombuds is never a mediator in the formal sense of the role, by learning the fundamentals about the formal mediation process and related skills, the ombuds will enhance his/her facilitation skills and understanding of best design process options for such conversations.
Faculty: Melissa Brodrick, M.Ed., Ombudsperson, Harvard Medical School/School of Dental Medicine/T. H. Chan School of Public Health.The training will take place at the Hotel Irvine. There is a discount if both courses are taken. (IOA Training Info.)