Emotional Intelligence: You Can't Ombuds Without It!

Course Description

Organizational Ombuds work with individuals and scenarios that are often intensely influenced by emotions. The knowledge and skill an ombuds possesses in helping individuals work through those emotions can only be done effectively if the ombuds has themselves cultivated a high level of Emotional Intelligence (EI). In fact, research indicates that EI is a core competency skill necessary for all ombuds, as they are regularly called upon to assist individuals in decoding emotional responses as the first step toward clarity and conflict resolution.

This webinar is designed to help ombuds insert a practical definition of EI into their organizational work and apply the body of knowledge related to EI to better equip their practice. The history behind this rapidly growing science and how EI fundamentals and ombuds competencies are intricately interwoven will be explored at length.

Learning Objectives

1. Provide a workable definition, history and scientific basis for emotional intelligence as it relates to the practice of organizational ombudsman.
2. Assist participants in recognizing and understanding the knowledge domains of emotional intelligence and their impact on the practice of organizational ombudsman.
3. Provide useful EI resource material to equip ombuds in creating an effective office. 

Biographies

Susan Casino is the Director of Ombuds Services for Apollo Education Group (AEG) where she has served as Director since 2006. She has more than 20 years of experience in the field of conflict resolution and leadership development. A recognized specialist in communication and conflict resolution Ms. Casino holds a BA in Psychology, Masters in Business Administration, and is an alumna of Harvard Law School’s Program on Negotiation.

Prior to her election as the Ombudsman for AEG, Susan developed and delivered leadership and communication training as well as conflict coaching to senior leadership. Her previous experience includes investigations for the State of NJ, Division of Youth and Family Services and mediation for Maricopa County Superior Courts. She has been a speaker at conferences and symposia on leadership and conflict resolution. As a university faculty member she has taught and served as subject matter expert for mediation programs and has taught Peer Mediation workshops through ACR.

Susan has been an active member of the IOA since 2006 and serves on their Professional Development Committee since 2012.

Tom Ward is the Ombudsman for Staff at Clemson University where he has served since August 2006. Prior to joining Clemson, Tom worked as an ADR professional and manager of community affairs for a community mental health system in Columbia, SC. Tom served in numerous capacities over a 15 year period at the University of South Carolina, including the management of disability and educational support services, career services, and in academic affairs. Prior to graduate school Tom spent 4 years as a treatment counselor working with troubled adolescents.

Tom has been an active member of IOA since 2006. He served as the Co-Chair of IOA’s Communications Committee from 2009-2015 and on the IOA Board from 2012-2013. Tom has presented at IOA conferences, been a trainer for IOA professional development courses and currently serves on the review panel for the JIOA.

Tom earned his Bachelor of Science degree in Human Performance and Development from the University of Oregon and his Master of Public Administration degree from the University of South Carolina with an emphasis on higher education administration and social work.