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Foundations Course April 2018

This course has reached full capacity, and we are no longer accepting registrations.

To be placed on a wait list for future Foundations Courses to be held in July and October of 2018, please contact Jordan Burghardt.

Foundations of Organizational Ombudsman Practice
3-Day Course
April 20-22, 2018

8:00  a.m. – 5:00 p.m. Friday-Saturday
8:00 a.m.  3:30 p.m. Sunday
Preceding the IOA 13th Annual Conference

 

LOCATION

Richmond Marriott
500 East Broad St.
Richmond, Virginia 23219 USA
For Reservations: +1-800-228-9290
Learn more, including special IOA pricing.
 

WHO SHOULD ATTEND

The course will benefit the recently-appointed ombudsman, individuals interested in becoming an ombudsman, or anyone desiring to establish an ombudsman function in industry, government, higher education, and public or private social services agencies.

COURSE DESCRIPTION

This course covers the fundamentals of the organizational ombudsman role. It provides basic information and training for the organizational ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality. The three-day course focuses on how the ombudsman works with the visitor to the office as well as how they act as a change agent within their organization. The course will allow you to practice key ombudsman skills of listening, asking questions,  clarifying, generating options, and moving to actions throughout the ombudsman process. In addition, an experienced and highly committed faculty of ombudsmen will share best practices around setting up an office and evaluating and communicating the effectiveness of the office.

AS A RESULT OF THIS PROGRAM YOU WILL LEARN

  • How the role, scope and duties of today’s ombudsman began and evolved
  • The four basic principles of the organizational ombudsman role: neutrality, independence, confidentiality, and informality.
  • Why confidentiality is essential to the practice and how to maintain confidentiality
  • How to listen as a neutral, including effective techniques  for interviewing and inquiring, reflective listening, reframing, identifying issues, and providing options
  • How to manage and work with conflict by employing a battery of skills including listening, coaching, and negotiation techniques
  • How to decide which intervention would be most effective and how to provide upward feedback to management
  • How to set up and operate an ombudsman’s  office, including the fundamentals of how to log concerns, report to management and design reports to track issues
  • How to align the ombudsman function with the mission, values and culture of the organization
  • How to promote the ombudsman’s role and function, including ways to gain and keep management support
  •  

COURSE LIMIT

68 participants

 
PREREQUISITES

None

International Ombudsman Association

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