COOP COOP Informal Problem-Solving & Coaching 2

Question 1

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

Accepted Answer

Facilitated direct conversation between the parties

Answer

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

Question 2

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

Accepted Answer

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

Answer

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

Question 3

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

Accepted Answer

Report the pattern in aggregate to organizational leadership without identifying individuals

Answer

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

Question 4

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

Accepted Answer

Underlying needs, concerns, and goals rather than stated positions

Answer

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

Question 5

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?

Accepted Answer

Anonymous inquiry

Answer

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

(COOP) Certified Organizational Ombuds Practitioner Practice Test

(COOP) Certified Organizational Ombuds Practitioner Practice Test

COOP COOP Informal Problem-Solving & Coaching 2