2nd Annual Conference of International Ombudsman Association April 11th - 14th, 2007 St. Louis, MO Adam's Mark Hotel

THURSDAY, APRIL 12, 2007

Keynote Speaker, "Crucibles for Change: Ombuds as Leaders in Challenging Times"
Michelle Lebaron, University Of British Columbia, Faculty Of Law, Vancouver, BC, Canada
At the speaker's request the materials for this presentation will be not posted on the website One of the most powerful metaphors for the leadership role of an Ombuds is a crucible - one who holds a space for change amidst the high heat of conflict. Comfort with "dancing in the fire" is facilitated by personal cultural awareness and a creative repertoire of strategies for analysis and action. In this presentation, Professor LeBaron will explore how Ombuds can enhance their cultural awareness and inspire others to stretch outside their comfort zones. She will introduce resources for constructive engagement across differences that draw on creative and contemplative practices.

Plenary Presentation: "Democracy and Dispute Resolution: Opportunities and Challenges for Ombuds"
Richard C. Reuben, Associate Professor of Law, University of Missouri- Columbia School of Law, Columbia, MO
The expansion in dispute resolution methods over the last 30 years reflects a democratization of the way we think about dispute resolution. In this regard, it makes sense to think that when dispute resolution is conducted within a democracy, it should operate in a way that enhances rather than diminishes democratic governance, regardless of whether the structure is public or private. But what does that mean? How is it operationalized? What are the implications for ombuds? These are the questions we will explore.

Plenary Presentation: "US Law and Legal Update Panel"
Sean A. Banks, Director of Shell RESOLVE and Company Ombuds, Shell Oil Company, Houston, TX
Judith C. Bruner, Director & UCSD Ombudsperson, University of California, San Diego, La Jolla, CA
Chuck L. Howard, Attorney, Partner, Shipman & Goodwin LLP, Hartford, CT
Kevin L. Jessar, J.D., Ph.D., Associate Ombudsman, National Institutes of Health, Bethesda, MD
Tom Kosakowski, J.D., Claremont Graduate University & UC Riverside
Members of IOA's Legal and Legislative Affairs committee will be joined by Chuck Howard to present an update of legal and legislative developments related to ombuds practices in the United States. The panel will discuss cases that were published in the last year, legislation that has been introduced to create an ombuds privilege, and "practice points" taken from the lessons learned in these and other legal developments. Be sure to keep your ombuds practice current and join us for this engaging discussion.

FRIDAY, APRIL 13, 2007

Keynote Speaker, "Dealing with the Emotional Side of Conflict: A Practical Framework for Ombuds"
Daniel L. Shapiro, Ph.D., Associate Director of the Harvard Negotiation, Project Harvard Law School, Cambridge, MA
As ombuds, you grapple every day with the challenge of dealing with emotions - those of others as well as your own. In this talk, Prof. Shapiro offers a powerful new approach to turn emotions from an obstacle into an asset. His research highlights five "core concerns" that lie at the heart of most emotional challenges. You will learn how to use these core concerns to understand the emotional dimension, as well as how to stimulate helpful emotions. The framework is simple enough to use right away, and powerful enough to use in even your toughest situations. It is based upon Dr. Shapiro's bestseller "Beyond Reason: Using Emotions as You Negotiate," co-authored with Roger Fisher.

Plenary Presentation: "The Crystal Ball"
Doris C. Campos-Infantino, Deputy Ombudsman, National Institutes of Health (NIH), Bethesda, MD
Claudia D'Albini, Ombuds Program Director, The University of Arizona, Tucson, AZ
David Miller, Staff Ombudsman, World Health Organization, Geneva, Switzerland
Marvin Neal, Ombudsman, Coca-Cola Enterprises, Atlanta, GA
Mary P. Rowe, Ombudsperson, Massachusetts Institute of Technology, Cambridge, MA
Two important reasons to have an Organizational Ombudsman office are: early identification of "trends"- and still earlier identification of even one problem new to the organization. "Pre-trend" identification of new problems is difficult, so we asked Organizational Ombudsman where they thought new problems would arise. This year's panel will present a compilation of ideas submitted by many Organizational Ombudsman about problems we may encounter during the next decade.

SATURDAY, APRIL 14, 2007

Keynote Speaker, "Neutrality, Impartiality and More: What's an Ombuds to do?"
Gregory E. Firestone, Ph.D., Director of the Conflict Resolution Collaborative, University of South Florida, Tampa, FL
Ombudspersons are required to be neutral and impartial and comply with the IOA Code of Ethics and Standards of Practice. What do these fundamental ethical concepts mean and how can neutrals conduct themselves in an ethical manner? A framework for understanding neutrality and impartiality will be presented and challenging ethical issues will be raised.

Plenary Presentation: "All About Assessment: The Ombudsman Role and Organizational Transformation",
David R. Brubaker, B.S., M.B.A., Ph.D., Assistant Professor of Organizational Studies, Conflict Transformation Program, Eastern Mennonite University, Harrisonburg, VA
The various conflicts that appear in organizational life are often the "presenting issues" for more systemic issues within the organization. Beyond the parties and presenting problem(s), a systemic perspective will also stress an assessment of the organization's structure, culture, and environment.