COOP Informal Problem-Solving & Coaching Flashcards

What does it mean for an ombuds to 'hold the space' during a difficult conversation?

Answer: To maintain a calm, non-judgmental presence that allows emotions and ideas to surface safely

Holding the space means the ombuds provides a safe, steady container that allows parties to express themselves without fear of judgment or consequence.

An ombuds is helping a visitor draft talking points for a conversation with HR. This intervention is best described as:

Answer: Coaching for self-advocacy and direct action

Helping a visitor prepare talking points builds their capacity to advocate for themselves, consistent with the ombuds's empowerment-focused role.

Which of the following approaches is INCONSISTENT with ombuds informal problem-solving?

Answer: Taking formal notes that become part of the organizational record

Creating formal organizational records is inconsistent with informality; ombuds interactions are off the record and do not become part of official organizational documentation.

When a visitor is ambivalent about whether to take action, a useful ombuds technique is:

Answer: Exploring the pros and cons of action vs. inaction together

Exploring the advantages and disadvantages of various paths helps visitors work through ambivalence and arrive at their own informed decision.

A hallmark of a skilled ombuds problem-solving conversation is that the visitor leaves feeling:

Answer: Heard, informed of their options, and empowered to decide next steps

Effective ombuds conversations leave visitors feeling understood, better informed, and capable of taking their chosen next steps independently.

The ombuds should close a visitor interaction by:

Answer: Confirming the visitor's chosen course of action and explaining how to return if needed

Closing with confirmation of chosen next steps and an open-door reminder ensures clarity and keeps the informal channel available for future needs.