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Conflict-Related Communication Skills. Tom Sebok & Jessica Kuchta -Miller UCB Ombuds Office January 2014. Agenda. Ombuds Office Function Focus on Skills: Understanding others’ concerns Raising your concerns Suggestions/Tips. About the Ombuds Office.

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Conflict-Related Communication Skills

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Conflict related communication skills

Conflict-Related Communication Skills

Tom Sebok & Jessica Kuchta-Miller

UCB Ombuds Office

January 2014



Ombuds Office Function

Focus on Skills:

  • Understanding others’ concerns

  • Raising your concerns


About the ombuds office

About the Ombuds Office

The Ombuds Office follows the Code of Ethics and Standards of Practice of the International Ombudsman Association.

The key elements are:

Four key elements of ioa

Four Key Elements of IOA

  • 1. Confidentiality

Four key elements of ioa1

Four Key Elements of IOA

  • 2. Impartiality

Four key elements of ioa2

Four Key Elements of IOA

  • 3. Independence

Four key elements of ioa3

Four Key Elements of IOA

  • 4. Informality

About the ombuds office1

About the Ombuds Office

Fight or flight a nd the reptilian brain

Fight or Flight . . . and the Reptilian Brain

Pair up

Pair up

Skills for understanding others concerns

Skills for Understanding Others’ Concerns

The importance of listening

The Importance of Listening



  • Listen to Understand



  • Ask Open-Ended Questions

Pair up again but with a different partner

Pair up again . . . but with a different partner

New ideas

New Ideas?

Skills for raising y our concerns

Skills for Raising Your Concerns

Facts impact requests

Facts –Impact-Requests



I statements

“I” Statements

Describe the gap

Describe the Gap

Conflict related communication skills


Campus resources

Campus Resources

  • Ombuds Office

  • Counseling and Psychological Services (CAPS)

  • Office of Discrimination and Harassment

  • Students of Concern (VC for Student Affairs office)

  • Office of Student Conduct

  • Office of Victim Assistance

  • CUPD

  • Login