The following is a compilation of publications offering information relevant to maintaining a professional Ombuds practice which adheres to a common code of ethics and standards of practice. It also includes writings that are useful to those who wish to better understand the Ombuds practice.
A number of these publications were written by either Mary P. Rowe, PhD, Ombudsperson, Massachusetts Institute of Technology or Marsha L. Wagner, Ombuds Officer, Columbia University. Other publications are resources of the International Ombudsman Association (IOA). Permission to reprint and/or link to the copyrighted material below has been granted to the Medical College of Wisconsin's Ombuds Office.
A Questionnaire for Analyzing your Conflict Management System based on the Functions Needed in a Conflict Management System (PDF)
Bystander Training within Organizations (PDF), originally published in The Journal of the International Ombudsman Association 2009, 2,(1)
Dealing with Really Stressful or Unstable Workplace Situations (PDF)
Dealing with – or Reporting – “Unacceptable” Behavior (PDF), originally published in The Journal of the International Ombudsman Association 2009, 2,(1)
Elements of an Effective Apology (PDF)
Identifying and Communicating the Usefulness of Organizational Ombuds with Ideas About OO Effectiveness and Cost-Effectiveness (PDF), originally published in The Journal of the International Ombudsman Association 2010, 3,(1)
International Ombudsman Association Bibliography (selected titles)
Journal of the International Ombudsman Association
Notes on Complaint Handling Options for Managers (PDF)
On Being an Ombuds: Considerations and Suggestions for Practice
Options, Functions and Skills: What an organizational ombudsperson might want to know (PDF)
The Independent Voice (the newsletter of the International Ombudsman Association)
The Power of Apologies (PDF)
Workplace Justice, Zero Tolerance, and Zero Barriers (PDF)
Writing a Letter: A tool for conflict resolution (PDF)
Natalie C. Fleury, JD
Assistant to the Ombuds
Michelle Shasha, PhD
Medical College of Wisconsin
Curative Building, Room 2512
8701 Watertown Plank Road
Milwaukee, WI 53226
(414) 266-8776 (confidential line - please dial 7-digit number; dialing ext. 8776 will transfer you to the wrong department)
firstname.lastname@example.org (Note that confidentiality may not be assured when communicating via email.)
Due to our confidential, neutral, informal and independent role, a consultation with the Ombuds office is not official notice to MCW and does not satisfy or trigger any reporting obligations or deadlines used for more formal complaint mechanisms. The Ombuds Office is not authorized to act as an agent for or accept notice on behalf of MCW. Offices authorized to accept formal notice include but are not limited to Human Resources, the Office of the General Counsel, Title IX Coordinators, and/or the Compliance Office.
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