How to establish an Ombudsman?

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Presentation

An Ombudsman is a body that regulates conflicts between parties who become dysfunctional due to complex confrontations or dilemmas inherent in the structure of the organization.

It is a mediating body that employees can turn to in order to resolve disputes that prevent them from working in a spirit of goodwill. It deals with organizational justice and relational disputes.

The creation of an Ombudsman in an organization is a strategic decision that confirms the commitment of decision-makers to embody a culture dedicated to transparency, goodwill, and the courage to address practical and human difficulties.

Four steps to creating an Ombudsman:

Preparation and organizational communication, processing questionnaires, and appointing/electing mediators
Training mediators (42 hours)
Supporting mediators for 3 months through supervision (2 hours every 2 weeks)
Assessing the Ombudsman’s impact on workplace culture and well-being

Programme

Module 1 (14 hours)

Legal structure of an ombudsman
Mediation process and stages in the workplace
Causalities and correlations of conflicts within an organization
Implementing organizational justice through workplace culture

Module 2 (14 hours)

Mental models, beliefs, attitudes, and behaviors
Competition and collaboration in the workplace
Active listening, standard questions
Issues and risks of disputes

Module 3 (14 hours)

Mediation and learning organizations
Reducing conflict to a practical problem to be addressed together
Mediation within and between teams
Negotiation, compromise, cooperation

Objectives

Know how to analyze the types of conflicts within an organization.
Understand the legal basis of an ombudsman, their powers, and their limitations.
Coordinate the ombudsman with other departments, as a unit appointed by management or elected by staff.
Master the mediation process in daily practice.
Understanding the phases of conflict: escalation, crisis, and resolution—and the appropriate techniques
Establishing observation and monitoring grids for reported difficulties to strengthen conflict prevention
Applying conflict resolution methods judiciously: posture, techniques, facilitation, intervention

Methods and Evaluations

Alternating between theoretical input, case studies, and exercises
Representations of conflicts in the workplace
Simulated mediation sessions
Drafting a mediation contract
Drafting a confidential report
Satisfaction assessment:

Immediate assessment (after 42 hours)
Follow-up evaluation (two months after supervision)
Assessment of learning outcomes:

Self-assessment
Questionnaire at the end of the training course
Survey within the organization

Public and Prerequisites

For employee representatives, members of internal committees, and all managers.

Access for people with disabilities

People with disabilities who wish to take this training course are invited to contact us directly so that we can discuss the possibilities for taking the course together.

Duration

Module 1: 2 days (14h) Module 2: 2 days (14h) Module 3: 2 days (14h)

Dates

By demand

Price

Individual price: EUR 1.360 net de TVA/pers (each Module) or EUR 3.349 net de TVA/pers (the completed programme) Corporate price: by demand (4–12 pers.)

Training certification

Attestation