COOP Communication & Active Listening Skills Flashcards

What is the primary purpose of 'reframing' in ombuds communication?

Answer: To present a concern in a neutral, non-blaming way that opens new perspectives

Reframing recasts a concern in neutral language to reduce defensiveness and help all parties see the issue from new angles.

A visitor says 'My supervisor is a bully and always undermines me.' An appropriate ombuds reframe might be:

Answer: 'It sounds like you are experiencing interactions that feel disrespectful and are affecting your confidence at work.'

This reframe translates the accusatory label into observable impact language, preserving neutrality while validating the visitor's experience.

Non-verbal communication in ombuds intake conversations is important because:

Answer: It often conveys information about emotional state that words alone do not capture

Non-verbal cues such as body language, tone, and facial expression often reveal unspoken concerns or emotional intensity that the ombuds must address.

Which approach best demonstrates cultural competence in ombuds communication?

Answer: Adapting communication style while maintaining core principles, recognizing cultural differences in conflict and communication norms

Cultural competence means adapting one's style to the visitor's cultural context while preserving ombuds principles of neutrality and confidentiality.

When summarizing at the end of an ombuds conversation, the practitioner should:

Answer: Recap the key concerns and agreed next steps to ensure alignment

Summarizing key concerns and next steps ensures both parties share the same understanding and that the visitor leaves with clarity.

An ombuds notices a visitor is downplaying their distress despite describing a very serious situation. The best response is to:

Answer: Gently name the discrepancy and create space for the visitor to share more if they wish

Gently noting the discrepancy between tone and content invites the visitor to share more without pressure, honoring their autonomy.