COOP Informal Problem-Solving & Coaching Flashcards

Which informal resolution option would an ombuds typically suggest when two colleagues have a misunderstanding they have not yet discussed directly?

Answer: Facilitated direct conversation between the parties

Facilitating a direct conversation is often the simplest and most empowering first step when parties have not yet communicated directly about the issue.

A visitor discloses a concern but says 'I don't want anything done.' The ombuds should:

Answer: Respect the visitor's wishes while noting any exceptions (e.g., imminent harm)

Visitor autonomy is paramount, and the ombuds respects the choice to take no action unless the imminent harm exception applies.

When an ombuds identifies a pattern of similar concerns across multiple visitors, the appropriate action is to:

Answer: Report the pattern in aggregate to organizational leadership without identifying individuals

Aggregate pattern reporting allows the ombuds to contribute to systemic improvement while fully protecting individual visitor confidentiality.

In ombuds practice, 'interest-based' problem solving focuses on:

Answer: Underlying needs, concerns, and goals rather than stated positions

Interest-based approaches look beneath stated positions to uncover what parties truly need, enabling more creative and durable solutions.

An ombuds who offers to 'informally check in' with a manager on a visitor's concern (without revealing the visitor's identity) is using which technique?

Answer: Anonymous inquiry

An anonymous inquiry allows the ombuds to raise a concern with relevant parties without identifying the visitor, a common informal intervention.

Which characteristic makes informal ombuds problem-solving particularly valuable compared to formal processes?

Answer: It is faster, lower-risk, and preserves relationships better than formal adjudication

Informal problem-solving is faster, less adversarial, and more relationship-preserving, making it the preferred first recourse for many workplace concerns.