Office of the ombudsperson
This presentation is the property of its rightful owner.
Sponsored Links
1 / 7

Office of the Ombudsperson PowerPoint PPT Presentation


  • 53 Views
  • Uploaded on
  • Presentation posted in: General

OMBUDSING SKILLS October 2013. Office of the Ombudsperson. Doris Campos-Infantino and Camilo Azcarate. Dispute Resolution Processes. Court Litigation. Time and Resources Needed to Resolve Disputes. Admin Adjudication. Binding Arbitration. Mini Trial Non-binding Arbitration.

Download Presentation

Office of the Ombudsperson

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Office of the ombudsperson

OMBUDSING SKILLS

October 2013

Office of the Ombudsperson

Doris Campos-Infantino and Camilo Azcarate


Dispute resolution processes

Dispute Resolution Processes

Court

Litigation

Time

and Resources Needed

to

Resolve Disputes

Admin

Adjudication

Binding

Arbitration

Mini Trial

Non-binding

Arbitration

Alternative Dispute Resolution

Fact

Finding

ENE

Mediation

Facilitation

Conciliation

Informal

Discussion

Negotiation

Non-Party

Decision maker

Neutral

Assists

Parties

Parties Act Alone


What is an organizational ombudsperson

What is an Organizational Ombudsperson?

  • An independent, confidential, informal, and impartial resource to help employees address work-related issues

  • Supplements regular channels by providing informal, confidential assistance in resolving concerns, problems, or conflicts without the need for a complaint or required procedures to follow

  • Assists with a wide range of issues and disputes that emerge in the workplace, using a variety of conflict resolution methods (e.g., coaching, conciliation, facilitated discussions)

  • Monitors trends that arise out of casework to contribute to the early detection of institutional issues of potential significance


Omb office casework

OMB Office Casework

  • Listening

    • Asking open-ended, neutral questions

    • Summarizing, clarifying, understanding underlying interests

  • Coaching

    • Exploring resolution options, guidance about ways to communicate in a difficult situation

  • Conflict resolution

    • Negotiation, mediation, facilitated discussion, shuttle diplomacy

  • Informal fact gathering

    • Informal inquiry (not investigation), accessing policy

  • Facilitating communication with administrative offices regarding issues, concerns


Ombuds intervention levels

Ombuds Intervention Levels

  • Individual

  • Interpersonal

  • Administrative

  • Intra-group

  • Inter-group

  • Organizational


Office of the ombudsperson

Satisfied –

Terminates

Work with Ombuds

Dissatisfied – Seeks

Other Resources

for Resolution

Dissatisfied – Takes

No Further Action

Clarify

Ombuds Role

Dissatisfied –

Continues

Work with Ombuds

Inquirer Learns of

Ombuds Office

Identify Concerns

Root Causes

Inquirer Evaluates

Outcome

Inquirer Contacts

Ombuds Office

Define Desired

Outcome

Ombuds Facilitates

Process (sometimes

involves

other parties)

Inquirer/Ombuds

Meet/Speak

Inquirer Acts

Independently

Identify Possible

Resolution Options

Inquirer Chooses

Process


Ombuds skills

Ombuds Skills

  • Active listening

  • Issue identification

  • Micro-focus

  • Factual analysis

  • Clarifying

  • Summarizing

  • Reality-testing

  • Macro-focus

  • Systems thinking

  • Pattern and trend identification


  • Login