Conflict: Theory and Applications for the Organizational Ombudsman

2-Day Core Course
April 20 - 21, 2018

8:30 a.m. – 5:30 p.m. each day
Precedes the IOA 13th Annual Conference


Registration is part of the Annual Conference process, but you do not need to attend the conference to purchase this course.

Early registration discount deadline: February 20, 2018
Advance online registration deadline: April 2, 2018


Richmond Marriott
500 East Broad St.
Richmond, Virginia 23219 USA
For Reservations: +1-800-228-9290


Sue Theiss, MA, Ombuds, Oregon State University 

Sue Theiss, MA, has been an Ombudsperson for more than 20 years. As a volunteer ombuds at the University of Arizona, and co-chair for that committee, she worked with the program director to develop, coordinate, and offer training in ombuds work and conflict management to volunteers. As the director for the Ombuds Office at the University of Arkansas, she provided training to employees and students on conflict management. While at Arkansas she developed and co-taught a university course on conflict and anger management for five years. She also developed and was the primary trainer for a 32-hour mediation course. At Oregon State University, Theiss provides an average of 25 application-based trainings on conflict management each year to faculty, staff, students, and administrators.

She co-presented with Michael Dues on Conflict Climate at the 2012 IOA Annual Conference, and provided a full-day workshop, “Creating a Roadmap to Address Workplace Bullying,” for IOA in 2015. This presentation, and many others on workplace bullying, were based on her thesis work, current research, and best practices related to addressing systemic conflict.


Michael Dues, PhD, Retired, Head, Department of Communications and Co-Chair, University Ombuds Committee, University of Arizona 

Michael Dues, PhD, has been teaching students and helping organizations improve how they handle conflicts for more than 40 years. During his 20 years at the University of Arizona, he taught courses in organizational communication and conflict management, and served as head of the Department of Communication. He has authored several books on organizational communication. His recorded “Great Courses” lecture series on the Art of Conflict Management, offered by the Teaching Company, has reached more than 40,000 learners. He is currently senior partner in conflictclimate.com, helping organizations assess and improve conditions for effectively managing conflict.
Long active in ombuds work, Dues served 10 years as a University of Arizona ombuds and as co-chair of the university ombuds committee. He provided training in managing conflict climate at the annual conference of University and College Ombuds Association in 2005; delivered a keynote address on “Ombudsing at the Margins” at the 2012 IOA Annual Conference; and delivered a keynote address and training at the 2012 Cal Caucus Conference.


Develop a broader and deeper understanding of the full range of research and theory regarding  human conflict. Learn how to apply this understanding to conflict in organizations  and the practical applications for both working with specific disputes and helping to improve the organization’s systems and culture for addressing conflict.


  • The seminal theories and research in conflict management across various disciplines
  • How to combine concepts from these various fields to inform the role and work on the organizational ombuds.
  • New conceptual  tools for facilitating dispute resolutions in the context of broader, sometimes counterproductive, conflict management systems



Foundations of Organizational Ombudsman Practice


Minimum: 6 participants
Maximum: 30 participants

International Ombudsman Association

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