COOP Informal Problem-Solving & Coaching Flashcards

When an ombuds assists a visitor in exploring options, the ombuds should primarily:

Answer: Present a range of options and help the visitor evaluate them based on their own goals

Option exploration empowers visitors to make informed choices by laying out possibilities without the ombuds directing the outcome.

A visitor wants the ombuds to 'just tell me what to do.' The appropriate ombuds response is to:

Answer: Acknowledge the desire for guidance while offering options and helping the visitor decide for themselves

While the desire for direction is understandable, the ombuds preserves visitor autonomy by helping them think through options rather than prescribing a course of action.

Reality testing in ombuds coaching involves:

Answer: Helping the visitor examine assumptions and likely outcomes of different choices

Reality testing gently challenges assumptions and helps visitors consider likely consequences of their choices so they can make more informed decisions.

Which of the following best describes a 'coaching' role for the ombuds?

Answer: Helping a visitor build skills and confidence to address a concern themselves

In a coaching role, the ombuds helps the visitor develop the capability and confidence to handle their own situation directly.

An ombuds helping a visitor prepare to have a difficult conversation with their manager is engaging in:

Answer: Coaching for self-advocacy

Coaching for self-advocacy involves helping the visitor plan, script, and build confidence for a direct conversation, a common ombuds intervention.

When a visitor presents only one side of a dispute, the ombuds can help by:

Answer: Asking the visitor to consider the other party's likely perspective

Perspective-taking questions help visitors see the situation more fully, which often opens new problem-solving options without the ombuds needing to investigate.