Examination Preparation and Sample Questions
The certification examination evaluates knowledge of tasks performed in the organizational ombudsman role. Many of these job elements are not yet fully described in any single, comprehensive study guide. (Examples include the communication skills used to adhere to principles of neutrality, confidentiality and informality in the range of ombudsman communications.) Preparation for much of the exam can be enhanced by "reflective practice" - for example, by discussing elements of cases with colleagues or mentors, and by exploring the best practice approach for a practitioner in the organizational ombudsman role.
To prepare for the examination, it is important to be familiar with IOA's Standards of Practice and Code of Ethics. Ombudsman 101 and other IOA courses cover some but not all of the elements of the ombudsman practice on the examination. Other elements of practice are covered in other courses in conflict resolution and negotiation. Relevant courses may be offered by other ombudsman organizations, and by other conflict management and organizational development instructors. Some elements may be found in basic conflict resolution materials, including books on dispute resolution and mediation that are available at many libraries. It might be helpful to review articles in the Journal of the IOA and other articles on the organizational ombudsman profession. Other useful material may be found in booklets distributed by IOA such as "Neutrality" and "Options Functions and Skills: What an Organizational Ombudsperson Might Want to Know."
Three sample questions
The certification examination evaluates knowledge of tasks performed in the organizational ombudsman role. Many of these job elements are not yet fully described in any single, comprehensive study guide. (Examples include the communication skills used to adhere to principles of neutrality, confidentiality and informality in the range of ombudsman communications.) Preparation for much of the exam can be enhanced by "reflective practice" - for example, by discussing elements of cases with colleagues or mentors, and by exploring the best practice approach for a practitioner in the organizational ombudsman role.
To prepare for the examination, it is important to be familiar with IOA's Standards of Practice and Code of Ethics. Ombudsman 101 and other IOA courses cover some but not all of the elements of the ombudsman practice on the examination. Other elements of practice are covered in other courses in conflict resolution and negotiation. Relevant courses may be offered by other ombudsman organizations, and by other conflict management and organizational development instructors. Some elements may be found in basic conflict resolution materials, including books on dispute resolution and mediation that are available at many libraries. It might be helpful to review articles in the Journal of the IOA and other articles on the organizational ombudsman profession. Other useful material may be found in booklets distributed by IOA such as "Neutrality" and "Options Functions and Skills: What an Organizational Ombudsperson Might Want to Know."
Three sample questions