The Mirror and the Magnifying Glass

By Elaine Shaw
IOA Ombuds

The "mirror" and the "magnifying glass" are interesting metaphors for the work we do as Ombuds. We can be a mirror to our Visitors, reflecting back to them what we’ve heard them say; reframing their words and experience in a way that allows them to see differently, perhaps more clearly. Once seen, we can hold up a magnifying glass to detect and explore what’s there, bringing focus to overlooked details or the big picture. 

I’ve been thinking recently about Studs Terkel (1912-2008): writer, Radio broadcaster, and amazing listener; who famously asked Dr. Martin Luther King, Jr., “When did this dream first come to you?” I have been thinking about Studs because, in addition to being an inspiration for helping people share their stories, he worked at my favorite Chicago radio station when I was growing up: WFMT. His job title there: Free Spirit. For those who may have visited my LinkedIn profile, you may have seen that I shamelessly stole this wonderful job title. In these last several years I have enjoyed patching together a variety of gigs as a free spirit – choosing work that is interesting and fulfilling: Community Mediator (now virtual and via text messaging!); Conference/Contract Ombuds; Yoga Leader; Book Group Facilitator; Activist; Non-profit Volunteer, Musician; workplace coach, etc., etc.

Something I have noticed in these unusual months is how difficult it is for me at this stage of life to aspire to be neutral and impartial.  Indeed, serving as the IOA Ombuds and as a Bravely Pro, I have discovered that my “go to” response can sometimes feel more like advisor than objective third party. What experience, tool, book, exercise, process, suggestion, trick, tip, shortcut, hack can I come up with to match my Visitor’s need? But what is really going on here?

Someone wiser than I put it into context for me recently. She said that when she senses the “Advisor” bubbling up in her, she tries to remember that it might be more helpful to be a “mirror” or a “magnifying glass.” When I began to process the idea, I realized that it isn’t really about being neutral, it’s about being present to help someone explore what’s in them, not what’s in me.

The "mirror" and the "magnifying glass" are interesting metaphors for the work we do as Ombuds. We can be a mirror to our Visitors, reflecting back to them what we’ve heard them say; reframing their words and experience in a way that allows them to see differently, perhaps more clearly. Once seen, we can hold up a magnifying glass to detect and explore what’s there, bringing focus to overlooked details or the big picture. We can engage in this specialized looking with individuals who come to us and we Ombuds also have the power to turn the looking glass on the organizations we serve: to help the organization see itself in a new way in order to identify a path toward improvement.

I am coming to the end of a year and a half of serving as the IOA Ombuds and I am engaging in some mirror-gazing myself. I am wondering if my work has been valuable. Have I provided a safe space for burdened Ombuds to talk through dilemmas and evaluate options? Have I been effective at reflecting back to the IOA Leadership and Board what I’m hearing about what members are experiencing? Have I taken enough risks to be a “free spirit”– someone free and independent enough to move quietly through meetings and conversations whispering the right words to the right people (spirit-like) to make a positive difference?  

I will be creating another report in the upcoming months (see the 2020 report) – a process with which you are all familiar. I will be looking at statistics like how many Visitors I’ve seen; the kinds of issues they are bringing to me; and the kinds of Visitors that are contacting me. And, I will reflect on themes I’ve heard from individuals and themes I’ve heard about the IOA. Finally, I will add my thoughts on steps the IOA might take in the future to be even more effective.

If you have ideas, thoughts or questions about my upcoming report, the IOA Ombuds Program, the IOA, or your work supporting this incredible profession, let’s talk – just email an inquiry to: [email protected] . I’m standing by. 

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Comments on "The Mirror and the Magnifying Glass"

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Nathalie Thompson - Friday, October 08, 2021
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Elaine, thank for this article. I love the "mirror" and "magnifying glass" metaphors. Your statement, "being present to help someone explore what’s in them, not what’s in me." really resonated for me as mediator and as a coach. It is a wonderful way to explain my trainees the purpose of our mediation and/or coaching interventions.

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