Ombuds and Mediation

I’m often asked if an Ombuds is the same as a Mediator.

First, I have to comment on the continuing confusion over the word “ombuds” itself. Is it also proper to say ombudsman, ombudsmand, ombudswoman, ombudsperson? Actually, the term has Nordic origins and means “representative.” That’s because in the early 1800s Sweden established the parliamentary ombudsman to safeguard the rights of citizens. The concept generally grew to worldwide acceptance as an office addressing citizen complaints about government actions. Current governments and other organizations continue to struggle with which term to use and there remains no consensus.?

Ombuds are present in government, business, health care facilities, colleges and universities. Today’s ombuds are sources who act with confidentiality and independence providing safe spaces for individuals to voice their concerns and grievances. When dealing with conflicts, ombuds conduct themselves from a neutral position working to transform the relationship between disputing parties. To accomplish this, they must be effective listeners, coaches and mentors to the complaining party, as well as the organization’s management.

Organizational ombuds usually deal with conflicts stemming from perceived gender and racial bias, hiring and evaluation practices, workplace bullying, sexual harassment, plus inconsistencies in management rules and practices. Consider, for example, an employee who due to a medical foot issue consistently takes her shoes off in the office. Her co-workers complain and management responds by ordering her to stop doing so. She brings the issue to the company’s ombuds who consider her concerns, research legal and company regulations, and inform both the employee and management of all the possible resolutions. This may help to keep all employees satisfied and focused on work instead of “the foot problem” and management doesn’t have to deal with what appears to be a minor issue.?

Is the ombuds a mediator? Technically I would say no. That said, ombuds do use mediation practices along with other skills to be an effective representative.

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