October 13, 2026 Presentation
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Slides Coming SoonMassBar • Conflict Resolution Week • 2026
Conflict Resolution Week: Understanding the Ombuds Role
Continue learning with presentation materials and practical resources for understanding the role of an organizational ombuds including videos, books, courses, and podcasts selected for Conflict Resolution Week.
Presentation Slides
Download materials from the week’s featured programs. Links can be added as soon as the final slide decks are available.
October 15, 2026 Panel
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Slides Coming SoonAbout the Presenters
Meet the speakers and panelists participating in Conflict Resolution Week discussing Ombuds.
Panel Moderator
Timothy M. Linnehan, Esq.
ADR Coordinator for the Trial Court, Executive Office of the Trial Court
Chair, Massachusetts Bar Association Dispute Resolution Section
What Is an Ombuds?
An organizational ombuds is a confidential, impartial, independent, and informal resource who helps people explore workplace concerns, understand options, and navigate conflict.
International Ombuds Association Standards
The International Ombuds Association (IOA) is a professional organization that promotes the principles and practices of organizational ombuds and trains ombuds worldwide. These documents provide a framework for the ombuds’ commitment to confidentiality, impartiality, independence, and informality.
Videos
Explore introductions, perspectives, and conversations about the ombuds role and its value in addressing organizational conflict.
Who are ombuds?
International Ombuds Association
Ombuds: An Emerging Resource for Organizational Conflict
TEDxUCLA • Tom Kosakowski
Recommended Reading
Books and professional standards that deepen understanding of ombuds practice, conflict engagement, organizational culture, trauma-informed work, ethics, and communication.
Core Readings for Understanding Ombuds Practice
A Practical Guide to Organizational Ombuds: How They Help People and Organizations by Chuck Howard
Chuck Howard's second book is the one I return to most often. When I first met him at an IOA conference, I was fortunate to receive a signed copy, which makes it even more meaningful. More than any other resource, it helped me grasp the essence of the ombuds profession: what ombuds do, why organizations benefit, and how confidentiality is both essential and powerful.
Why it matters:
Howard’s practical stories and clear explanations make this
an indispensable guide for new and seasoned practitioners.
The Organizational Ombuds: Foundations, Fundamentals & The Future by IOA Publishing
A big thank you to IOA's Executive Director, Ellen Miller, who encouraged us to add this to our list. This collaborative work brings together contributions from 45 ombuds practitioners, including four MWI Organizational Ombuds Panel Members, Bina Patel, Brent Epperson, Ellen Reardon, and Jacqueline Villafañe.
Why it matters:
Written by ombuds for ombuds, this book provides real-world
insights and creates a shared reference point for strengthening
programs and explaining value.
The Organizational Ombudsman: Origins, Roles, and Operations by Chuck Howard
Chuck Howard’s first book provides the essential foundation for anyone seeking to understand the role of an organizational ombuds. He traces the profession’s history, explains the principles of confidentiality, independence, impartiality, and informality, and illustrates how they work in practice.
Why it matters:
This book is the best starting point for anyone who wants to
understand the origins and purpose of the organizational
ombuds role.
Ombudsing with Neurodiversity in Mind by Israela Adah Brill-Cass
In this article from the Journal of the International Ombuds Association, Conflict Resolution Week panelist Israela Adah Brill-Cass explores ombuds practice through the lens of neurodiversity and considers how ombuds can better recognize and respond to different ways people communicate, process information, and navigate conflict.
Why it matters:
Ombuds work requires adapting our approach to the people we serve.
This article encourages practitioners to consider neurodiversity as
they listen, communicate, build trust, and help visitors explore
options for moving forward.
Building Conflict Resolution Skills: Key Reads for Ombuds
Difficult Conversations by Douglas Stone, Bruce Patton, and Sheila Heen
A classic from the Harvard Negotiation Project, this book equips readers to handle tough conversations where emotions run high and relationships are at stake. The authors explain why these conversations feel so difficult and how clarity, curiosity, and empathy can change the outcome.
Why it matters:
Ombuds often support visitors facing sensitive issues. This
book equips practitioners to help people navigate them with
confidence and compassion.
Nonviolent Communication by Marshall B. Rosenberg
Rosenberg’s influential framework teaches readers to observe without judgment, express feelings and needs, and make clear requests. I was first introduced to his work by my colleague Scott Loring, who has presented on this topic at MWI Roundtables.
Why it matters:
For ombuds, this book provides relevant tools for coaching
visitors to express themselves authentically and listen deeply
to others.
Collywobbles: How to Negotiate When Negotiating Makes You Nervous by Moshe Cohen
When I started at MWI in 2001, Moshe Cohen was one of the first practitioners I met, and his work has shaped mine ever since. This book helps readers build confidence when negotiation feels intimidating. With practical strategies and relatable stories, Cohen shows how preparation, empathy, and creativity improve outcomes.
Why it matters:
Ombuds can use these lessons to coach visitors who are anxious
about workplace negotiations or difficult conversations.
Organizational Culture: Insights Every Ombuds Should Know
The Fearless Organization by Amy C. Edmondson
Edmondson’s research on psychological safety shows why employees thrive when they feel safe to speak up and organizations lose when they do not. Her strategies fit well with ombuds practice, reinforcing how ombuds help people feel heard.
Why it matters:
This book aligns directly with the ombuds goals of encouraging
people to share their voice and supporting healthier, fairer
organizations.
An Everyone Culture by Robert Kegan & Lisa Lahey
Kegan and Lahey introduce the concept of deliberately developmental organizations, workplaces designed for both business success and employee growth. They reframe conflict and feedback as opportunities for learning.
Why it matters:
For ombuds, this book offers a fresh perspective on how
organizations can integrate growth into daily work and culture.
Ombuds Work in Higher Education: A Practical Guide by Lies Poesiat
Recommended by Jan Gałkowski, this guide reflects nearly 20 years of academic ombudsing experience. It is practical, expert, and grounded in the daily realities of higher education. This book is worth reading even if you are an ombuds practicing outside of higher education.
Why it matters:
Even beyond academia, the lessons here inspire ombuds with
thoughtful, real-world practices.
Leading with Dignity by Donna Hicks
Suggested by Amy Hartman, this book explores dignity as a fundamental human need that, when honored, strengthens relationships and causes harm when violated. Hicks offers practical strategies for restoring dignity in workplaces.
Why it matters:
Ombuds can use this book to better recognize and address
dignity violations in their organizations.
Trauma-Informed & Equity Resources for Ombuds
The Body Keeps the Score by Bessel van der Kolk
A groundbreaking exploration of how trauma affects the brain, body, and behavior. Van der Kolk outlines paths to healing that go beyond talk therapy, highlighting approaches such as mindfulness, movement, and neurofeedback. The book offers both scientific insight and practical strategies for restoring a sense of safety and connection.
Why it matters:
Ombuds who understand trauma are better prepared to meet
visitors with empathy and adopt trauma-informed practices.
My Grandmother’s Hands by Resmaa Menakem
Menakem offers a body-centered approach to healing racialized trauma, with exercises that build resilience and cross-cultural understanding. He highlights how inherited pain lives in the body and provides practical tools for developing capacity, courage, and connection.
Why it matters:
This book is a vital resource for ombuds seeking to address
equity issues with both intellectual and embodied awareness.
Ethics & Professional Standards at the Heart of Ombuds Work
Moral Courage by Rushworth Kidder
Kidder offers a framework for making ethical decisions with integrity and courage, even in gray areas without clear “right” answers. Through real-world examples, he shows how to navigate tough dilemmas with principle and clarity.
Why it matters:
Ombuds often face ethical dilemmas. This book helps
practitioners strengthen their reasoning and act with clarity.
IOA Standards of Practice and Code of Ethics, International Ombuds Association
While not a book, these standards form the backbone of the ombuds profession. They outline the core principles of confidentiality, impartiality, independence, and informality that guide our work.
Why it matters:
Every ombuds should deeply internalize these standards and
consider membership in IOA for resources, training, and
community.
Communication Tools to Strengthen Ombuds Practice
Taking the War Out of Our Words by Sharon Strand Ellison
This classic, recommended by Liz Hill, has become an important resource in communication. Ellison teaches a way of speaking and listening without defensiveness or blame. Her approach replaces argument and persuasion with clarity, curiosity, and authenticity.
Why it matters:
It provides practical tools to de-escalate conflict and foster
trust. Ombuds often engage with people who feel unheard,
frustrated, or vulnerable.
Thanks for the Feedback by Douglas Stone & Sheila Heen
Stone and Heen explore why feedback can feel so threatening and how to receive it productively. They provide strategies to manage defensiveness and embrace feedback as growth. They introduce receiving feedback effectively as a skill and provide helpful ideas and tools.
Why it matters:
Ombuds can use this resource to coach visitors struggling with
reviews, supervisory input, or peer criticism.
Speak-Up Culture by Stephen Shedletzky
Recommended by my colleague Scott Deyo, this book emphasizes building organizations where people feel safe to voice ideas and concerns. Shedletzky offers research, stories, and guidance for leaders.
Why it matters:
For ombuds, this book affirms our role in empowering voice and
addressing barriers to communication.
Courses and Learning
Explore structured learning opportunities for foundational knowledge and continued professional development.
IOA Foundations Course
A foundational program for understanding the organizational ombuds role, core principles, and essential practices.
Explore the CourseCoursera Ombuds Courses
Browse online courses and learning options related to ombuds work and complaint resolution.
Browse CourseraOmbuds Academy
Explore training designed to build practical skills and knowledge for current and aspiring ombuds.
Visit Ombuds AcademyIOA Online Learning Center
Access online professional development and learning opportunities from the International Ombuds Association.
Visit the Learning CenterThe Ombuds Institute
Explore resources, tools, and training designed to support ombuds practitioners and continued professional development.
Visit The Ombuds InstituteListening
Hear ombuds practitioners discuss their paths, their work, and the ideas shaping the profession.
Ombuddy
Hosted by Brooke Wichmann, Ombuddy spotlights the people and pathways behind organizational ombuds work.
Find the PodcastSpoken in Confidence
Sana Manjeshwar hosts candid conversations about the human side of conflict, leadership, trust, and speaking up.
Listen on iHeart Watch on YouTubeStay in the Know
Follow current news, practical guidance, and professional learning from across the ombuds field.
- The Ombuds Blog — Tom Kosakowski