Journal of the International Ombuds Association (JIOA)
JIOA 2024 Articles
IOA Journal Volume 17, Issue 1 (2024)
Mariner, Wedding Guest, or Albatross? Seeking the Ombuds in Coleridge’s Rime of the Ancient Mariner
DAVID G. SCHWARTZ
December 2024
Abstract:
What relevance does a 200-year-old poem have for the young profession of ombuds work? At least some, the author hopes. Analyzing Coleridge’s Rime of the Ancient Mariner through the lens of ombuds principle and practice, this essay considers where, in the poem, the ombuds can be found, offering a chance for self-reflection about the roles that an ombuds can play in an organization and, ultimately, how it may change them.
What an Ombuds Charter is and Why it Matters
CHUCK HOWARD & CHUCK DORAN
December 2024
Abstract:
The organizational ombuds profession has expanded in all sectors - internationally and in government, corporations, colleges and universities, and nonprofits - over the past thirty-plus years that we have been involved in creating, advising, and administering ombuds programs. During this time the role of an ombuds charter has also expanded, and a good (i.e., comprehensive and complete) charter is now critical to the work that ombuds do. Yet despite this progress, some ombuds programs still do not have a charter, and many more do not have good charters. Our purpose here is to explain why we believe this reluctance to adopt a comprehensive charter is not in the best interests of either the organization or the ombuds program it has created.
Ghosted! Why do Complainants Disappear and What Are the Ombuds’ Responsibilities When This Happens?
HEATHER MCGHEE PEGGS
December 2024
Abstract:
Ombuds are familiar with this scenario: matters brought to the attention of the office, by webform, email, letter, phone or even fax,
where after initial contact the individual simply disappears. The ombuds has been ghosted. Staff may be left wondering and asking, what happened? Did we do something wrong? Did we do enough? Perhaps more importantly, what are we supposed to do now? This article provides insights into why complaints might be abandoned and an overview of some common practices of ombuds offices in reporting on, and responding to, these types of complaints. This article also includes suggestions for assessing an ombuds’ obligations in relation to the underlying concerns and examples from Patient Ombudsman, an ombuds office created by provincial legislation to receive and help to resolve complaints about health care experiences in Ontario, Canada.
Exploring a Neuroscience-based Model for Ombuds and Mediators
FRANCISCO ESPEJO, SANER AHMEDOV, LAURE ESTEVENY, & LEE RAYMOND
December 2024
Abstract:
When the classical approaches used by informal conflict resolution practitioners - ombuds and mediators - are challenged by intense emotions or a rigid state of mind, insights from neuroscience can help visitors, or parties to a mediation, shift from reactive to reflective mode, and use their brain rather than be used by it. The factors that put the brain into reactive mode – “the scared brain” - and what is needed to help it relax and reflect in new ways, are set out in the book by David Rock, “Your Brain at Work.” Rock developed an acronym, SCARF® - Status, Certainty, Autonomy, Relatedness, and Fairness – to encompass the five elements that lead us to perceive a social situation as either threatening or rewarding, causing our brains to generate either a stress-laden “away” response or a comfortable “toward” response. This paper sets out the authors’ understanding of how the SCARF® model can be applied by ombuds and mediators to help visitors move out of reactive mode - especially when their brains are “kidnapped” by intense emotions because of a perceived threat. A “scared brain” can be calmed down by applying the SCARF® model, with the result that the visitor will be more open to operate in reflective mode, which is the precursor to helping them to develop new insights about how to better address their situation.
Book Review: Communication for Constructive Workplace Conflict
MARLO GOLDSTEIN HODE
December 2024
Abstract:
In the book, Communication for Constructive Workplace Conflict, Jessica Jameson (Professor and Head of the Department of Communication at North Carolina State University), draws upon her decades of research on workplace conflict, her experiences providing mediation services to university employees, and a vast body of interdisciplinary research and theory to craft a useful, well-supported model for constructive workplace communication. The book deftly bridges theory to practice through case studies, scenarios, vignettes, and descriptions of the author’s research studies that illustrate each chapter’s theory-driven content. Readers will find models, recommendations, and activities that are useful for conflict training, conflict coaching, mediation, and more.
Book Review: Conflict Coaching Fundamentals: Working with Conflict Stories
LAURA UMPHREY
June 2024
Abstract:
Often people adopt conflict narratives that can hijack their ability to work through conflict in a productive and constructive way. This review provides a summary of the melodramatic and tragedy conflict narratives that are the foundation of the book. In addition to describing these two narrative types, techniques and strategies for breaking free from the unproductive melodramatic conflict narrative in favor of the more productive tragedy narrative are presented using the REALConflict Coaching System developed by the author. Overall, this is a useful book for professional Ombuds to help visitors regain some degree of empowerment over workplace conflict.
Book Review: Speaking Up in a Culture of Silence: Changing the Organization from Bullying and Incivility to One of Listening and Productivity
BELINDA M. ROBINSON
June 2024
Abstract:
Do you know when to speak up and when to listen? A big challenge for many individuals is making the decision to speak up or deciding to sit silently as a bystander during meetings where tempers often run rampant. What is involved in your decision-making process when brainstorming sessions go awry and opinions differ in high-stress, decision-making moments? Did you miss the non-verbal clues that are significant in reducing conflict and stress? This book provides readers with a series of case studies that describe the processes employees used to navigate speaking up in a culture of silence during times when listening and productivity were low while bullying and incivility increased. Through changing how one responds, listens, and reacts employees and management can steer clear of the triggers that may enable conflict to thrive to create an environment where individuals feel heard and welcome to speak up.
Beyond Problems: The What, Why, and How of Positive Psychology for Organizational Ombuds
JULIE MUROFF
June 2024
Abstract:
This paper proposes the strategic integration of positive psychology research and interventions into the work of organizational ombuds. The purpose of that integration is to advance the well being of ombuds, our visitors and organizations, and our field. The paper will review the what, why, and how of positive psychology, emphasizing that when to integrate positive psychology into ombuds work is now.
The Art of Intercultural Communication for Ombuds to Manage Conflict
CHARLES LIU
May 2024
Abstract:
The book Conflict Management and Intercultural Communication: The Art of Intercultural Harmony begins with a sober reminder that managing conflict and communication is hard work. This is especially true as the world becomes more complex, where authentic dialogue is needed to cultivate harmony in the spaces where people operate to resolve conflicts across [intercultural] differences. As the world continues to become more complex, the authors of this book argue that intercultural communication is one fundamental approach to resolving conflict in the interdependent, globalized world in which we live. I provide a critical overview of the book and key takeaways that Ombuds can use to manage conflict in the workplace.
Striving to Effectively Communicate Ombuds Value: Lessons Learned by an Ombuds Working with Data
LISA C. YAMAGATA-LYNCH
May 2024
Abstract:
The goal of this article is to share lessons learned by the author as an organizational ombuds working with data while striving to effectively communicate the value of ombuds work. The article begins with a presentation of how the author transitioned from a faculty researcher to an ombuds working with data with the goal to demystify ombuds work and create opportunities for visitor voices to be heard. This discussion includes both quantitative and qualitative data. The author shares strategies implemented, and decisions made as an ombuds to operationalize data collection, analysis, and reporting. The article ends with final thoughts for organizational ombuds to consider while reflecting on their professional practice with data
The Center Will Hold: An Overview of Circle Processes and Their Potential Use in Academic Medicine and Other Organizations
NATALIE C. FLEURY
April 2024
Abstract:
The use of circles to nurture trust relationships is a practice see in many Indigenous cultures (Kaminski, 2011). Recently, circle processes have been used in neighborhoods, schools, workplaces, justice systems, and other settings to address a variety of issues. Effective circle processes create a safe space where everyone is respected and each participant has the opportunity to speak. A well-executed circle creates a receptacle that can hold strong emotions, encourages vulnerability and sharing, and creates a sense of connection and shared purpose. This article focuses on adapting circles to address workplace issues in academic medical institutions. The article introduces the stages of a circle process, the general structure of circle processes, and important circle guidelines followed by an overview of five different models for circle processes. Application of these process are illustrated using a scenario and exploring how each process might be used to address issues arising from the scenario.
Book Review: The Ethics of Interpersonal Relationships
SCOTT TAYLOR
February 2024
Abstract:
Firestone and Catlett’s The Ethics of Interpersonal Relationships (2009) presents a deep dive into how an individual’s negative behavior is seated in early childhood trauma. Built on Firestone’s Separation Theory, the book presents multiple examples of an individual’s childhood influencing their decision-making capabilities as adults. In addition, the book delves into the concepts of effective leadership, power, and what makes an ethical state. This book review provides an overview of each section and their associated chapters and concludes with some commentary showing implications for practicing ombuds.
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About the JIOA
The Journal of the International Ombuds Association (JIOA) is a peer-reviewed online journal for scholarly articles and information relevant to the ombudsman profession. As members of a relatively new profession, we continually strive to understand, define and clarify the role and function of the professional organizational ombuds.
The JIOA will help foster recognition that what we do for our agencies, corporations, colleges, and universities is worthy of study. While we must vigorously protect the confidentiality of our interactions, we can still study and be studied to understand what we do and how we do it; what works well and what doesn't work; what our options are; how social, technical and legal changes may impact us; what the profile and career development of ombudsman professionals might be, and other matters of interest.
The JIOA can facilitate a greater interest in ombudsing, enhance our professional standing, and serve to give us a better understanding of our dynamic roles and the impact on our institutions and agencies. The Journal also will allow IOA members, other ombuds, and other professionals to reach out to their colleagues with their ideas, research findings, theories, and recommendations for best practices and to engage in ongoing discussions of critical issues.
Learn more about the JIOA and the manuscript submission process.
If you have any questions about the JIOA please contact the co-editors via email at [email protected].
- Shannon Lynn Burton, Michigan State University
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