COOP Communication & Active Listening Skills Flashcards

The term 'shuttle diplomacy' in ombuds practice refers to:

Answer: Conveying information between parties who are not meeting face-to-face

Shuttle diplomacy involves the ombuds carrying messages or perspectives between parties separately, useful when direct dialogue is not yet possible.

Which communication pitfall is most likely to undermine ombuds neutrality?

Answer: Using language that signals agreement with one party's account over another's

Language that implies the ombuds believes one account over another signals bias and undermines trust with all parties.

Why is it important for an ombuds to explain their role at the start of every visit?

Answer: To ensure the visitor has informed consent about what the ombuds can and cannot do

Role clarification at the start ensures the visitor understands the informal, confidential nature of the ombuds and can give true informed consent.

An ombuds using 'motivational interviewing' techniques would primarily:

Answer: Elicit the visitor's own motivation for change and help them clarify their goals

Motivational interviewing helps visitors explore their own values and goals to build intrinsic motivation for action, consistent with the ombuds's non-directive approach.

Which response demonstrates the highest level of active listening when a visitor expresses frustration?

Answer: 'It sounds like you are feeling frustrated and that this situation has been very stressful for you.'

Reflecting both the emotion and its source ('frustrated' and 'stressful') demonstrates empathic active listening before moving to solutions.

When an ombuds asks 'What outcome would feel most fair to you?' this is an example of:

Answer: Interest elicitation

Interest elicitation uncovers the underlying needs and desired outcomes that drive a visitor's concern, which is foundational to interest-based problem solving.