Ombuds Fundamentals
Live Online
Course Description
Key Highlights
Explore the fundamentals of implementing and maintaining a successful Ombuds practice in an organization
Consider how to add value not only to individuals but also contribute to systemic improvement by providing upward feedback
Apply the IDEA framework of conflict management to help visitors change their story from a breakdown of communication and relationships to a breakthrough in their conflict
Examine the variety of services Ombuds provide
Learn how to develop trust with all stakeholders of an organization (individuals, organizations and affiliate offices)
Become familiar with the standards of practice of confidentiality, impartiality, independence and informality
Explore best practices that will help you deliver world-class Ombuds services
Learn strategies for managing your state for peak level of energy and presence for those you serve
Practice coaching visitors in:
* Identifying their issues and interests and reframe the problems(s)
* Discussing their concerns and needs
* Evaluating and exploring their options
* Implementing Actions, strategies, commitments needed to create a shift in their conflict
Detailed Content Outline
The following content will feature opportunities for discussion, role play and Q and A.
Day 1 – Fundamentals of the Organizational Ombuds Role (5 hours)
Theme: Understanding the Role, Value, and Core Principles
1. Welcome & Program Orientation (30 min)
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Course overview, learning objectives, and norms
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Virtual engagement tools and expectations
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Overview of post-course support and mastermind opportunities
2. The Organizational Ombuds Landscape (75 min)
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Purpose and evolution of the Organizational Ombuds role
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Where Ombuds fit within organizational systems
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Common models of Ombuds offices
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Distinction between Ombuds and other conflict roles
3. Standards of Practice for Effective Ombuds Work (75 min)
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Confidentiality
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Impartiality
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Independence
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Informality
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Practical implications of each standard
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Ethical decision-making considerations
4. Services Provided by Ombuds (60 min)
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Individual support and consultation
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Informal conflict management services
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Coaching, facilitation, and referral
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Organizational insights and trend awareness
5. Building Credibility & Trust (50 min)
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Trust from individuals
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Trust from leadership and the organization
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Managing expectations and boundaries
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Establishing legitimacy as a new Ombuds
Day 2 – The Ombuds Skillset & Presence (5 hours)
Theme: Developing the Personal and Professional Capacity of an Ombuds
1. Traits of Highly Valued Ombuds (60 min)
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Personal qualities that build connection
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Professional behaviors that inspire confidence
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Balancing empathy with neutrality
2. Managing Your State for Peak Presence (60 min)
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Energy management and emotional regulation
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Maintaining presence in challenging conversations
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Preventing burnout and compassion fatigue
3. Listening at an Advanced Level (75 min)
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Deep listening vs. problem-solving
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Recognizing emotion, meaning, and subtext
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Asking powerful, neutral questions
4. Coaching Mindset for Ombuds (75 min)
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Ombuds as facilitator of insight, not fixer
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Supporting visitor self-determination
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Maintaining neutrality while being supportive
Day 3 – Conflict Engagement & Visitor Coaching (5 hours)
Theme: Helping Visitors Navigate Conflict Effectively
1. Understanding Conflict Dynamics (60 min)
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Common sources of workplace conflict
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Patterns and escalation cycles
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Individual and systemic influences
2. Applying a Structured Conflict Framework (75 min)
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Introducing a practical conflict navigation framework
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Helping visitors shift perspective
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Moving from stuck narratives to new possibilities
3. Coaching Visitors Through Their Conflict (120 min total)
Includes observation, demonstration, and practice
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Identifying issues, interests, and needs
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Reframing concerns into workable challenges
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Preparing for difficult conversations
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Exploring options and consequences
4. Supporting Action & Commitment (45 min)
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Helping visitors identify strategies and next steps
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Encouraging accountability and follow-through
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Knowing when to pause, refer, or revisit
Day 4 – Systemic Impact & Best Practices (5 hours)
Theme: Elevating Ombuds Work from Individual Support to Organizational Value
1. Recurring Challenges in Ombuds Practice (60 min)
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Role confusion and scope creep
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Managing difficult stakeholders
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Handling high-risk or emotionally charged situations
2. Best Practices for World-Class Ombuds Services (75 min)
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Consistency and quality of service
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Documentation boundaries and data use
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Continuous learning and professional growth
3. Upward Feedback & Organizational Insight (90 min)
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Purpose and value of upward feedback
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Identifying patterns and themes responsibly
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Communicating insights while maintaining standards
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Partnering with leadership without compromising trust
4. Launching or Strengthening an Ombuds Practice (45 min)
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Early priorities for new Ombuds
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Stakeholder outreach and visibility
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Measuring impact without breaching informality
5. Integration, Reflection & Next Steps (50 min)
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Key takeaways and personal insights
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Preparing for post-course mastermind sessions
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Overview of 1:1 coaching opportunity
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Closing reflections and commitments