COOP COOP Informal Problem-Solving & Coaching

Question 1

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

Accepted Answer

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

Answer

Recommend the option most likely to succeed legally

Answer

File a complaint on the visitor's behalf if needed

Answer

Escalate the matter to HR immediately

Question 2

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

Accepted Answer

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

Answer

Provide a specific course of action to be helpful

Answer

Refuse to engage further since the visitor is being demanding

Answer

Refer the visitor to HR who can give directives

Question 3

Reality testing in ombuds coaching involves:

Accepted Answer

Helping the visitor examine assumptions and likely outcomes of different choices

Answer

Validating that the visitor's account is factually accurate

Answer

Verifying organizational policies relevant to the complaint

Answer

Testing whether the visitor's emotions are proportionate

Question 4

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

Accepted Answer

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

Answer

Training employees on organizational policy

Answer

Supervising junior ombuds practitioners

Answer

Conducting workshops on conflict management

Question 5

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

Accepted Answer

Coaching for self-advocacy

Answer

Mediation

Answer

Formal grievance preparation

Answer

Policy enforcement

Question 6

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

Accepted Answer

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

Answer

Investigating to verify the other side's version independently

Answer

Contacting the other party to get their account

Answer

Ruling on whose account is more credible