Understanding Organizational Ombuds Through Metaphors

A check-engine light signals that a driver needs to visit a mechanic before they end up in an expensive and preventable situation. Similarly, ombuds are uniquely positioned to detect signs of poor organizational health or developing tensions in an organization. As a confidential resource, an ombuds has unique insight into the themes affecting an organization’s people. Ombuds can signal that trouble may be on the horizon, or that a tune-up is needed by sharing anonymized trends and feedback to organizational leadership. In this way, ombuds can flag concerns before an organization finds itself stranded on the side of a metaphorical highway.

Ombuds can illuminate the way forward for people experiencing workplace challenges by identifying options. Just as a flashlight illuminates the way through a dark and winding corridor, an ombuds shines light on the paths an employee can take to move through a workplace challenge. And because ombuds are impartial, they don’t direct people toward a particular choice – their role is to shine light on what options are available. Reliable and neutral ombuds reveal the ways forward in times of uncertainty.

Ombuds can help bridge understanding between people in conflict by facilitating conversations and supporting clearer communication. At times, conflict at work can leave those involved feeling stranded and unsure how to communicate with each other, as if they were on the opposite banks of a rushing river. An off-the-record conversation facilitated by an ombuds can offer a safe way across the murky waters of conflict. By helping people identify shared interests and engage productively, ombuds make it possible to cross the divide and rebuild working relationships.